Manager, Customer Experience at The Walt Disney Company

Santa Monica, California, United States

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Media, SportsIndustries

Bachelor's Degree or equivalent experience
5+ years in high-volume customer service environments, including 1+ years people management or operational leadership experience in fast-paced operations
Expert in capturing and leveraging the Voice of the Customer for actionable insights
Experience in developing and managing distribution partners
Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience
Solid background in Customer Experience, ideally in Viewer Experience or digital media
Experience managing third-party relationships and influencing cross-functional teams such as quality, training, hiring, and self-service
Ability to travel as needed for the role
Proven ability to lead through influence and drive continuous operational improvements
Proactive problem solver with excellent project management and workflow optimization skills
Comfortable navigating complex organizations and collaborating cross-functionally worldwide
Preferred: Familiarity or interest in sports industry and sports viewer needs

Lead and manage relationships with third-party partners as the main CX point of contact
Monitor performance KPIs, share best practices, and drive continuous improvements
Collaborate with global teams to ensure smooth implementations and optimize workflows
Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer
Expand LATAM learnings into North America, capturing and escalating key BPO challenges
Provide insights to local commercial teams to keep customer experience central to business decisions
Align strategies and feedback with regional BPO teams for effective communication and improvements
Manage multiple projects while maintaining daily operations and navigating complex organizations strategically
Understand sports-specific viewer challenges and deliver insights to VX and business teams
Act as liaison for local and regional sports teams to embed CX in sports-related decisions
Partner cross-functionally to create sports-specific training, quality guidelines, and talking points