Program Manager, Agent Technology Optimization at The Walt Disney Company

San Antonio, Texas, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Entertainment, Streaming Media, TechnologyIndustries

Requirements

Bachelor’s Degree or 5+ years of equivalent experience in program management or technology project management
Strong understanding of customer service operations and technology ecosystems, especially Salesforce
Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment
Excellent communication, stakeholder management, and problem-solving skills
Experience with change management, training coordination, and communications strategy is a plus
Preferred Qualifications
Experience working with international Business Process Outsourcers
Salesforce certification and/or experience with other CRM platforms
Project management experience in a contact center or technology-driven environment
Airtable management knowledge or experience
Experience with Agile or Scrum methodologies

Responsibilities

Salesforce Program Management – Oversee the implementation, optimization, and ongoing management of Salesforce to support business needs and drive operational efficiency
Internal Tooling Improvements – Lead projects to enhance internal tools and systems, ensuring they align with business objectives and user requirements
Cross-functional Stakeholder Engagement – Collaborate with Legal, Business Operations, Launch Readiness, and Technology teams to ensure all tooling and process changes meet legal and business requirements while optimizing the agent and stakeholder experience
Tech Partnership – Partner with product and engineering stakeholders to request and prioritize enhancements to Salesforce and other internal tools
Change Management & Communication – Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of tooling changes to Operations and frontline agents
Subject Matter Expertise – Serve as a go-to expert for Salesforce and internal tooling, providing guidance and recommendations to internal stakeholders
Feedback & Continuous Improvement – Engage directly with Operations and agents to gather feedback, manage intake of requirements, and drive continuous improvement. Maintain a closed feedback loop to ensure visibility and accountability on product enhancements

Skills

Key technologies and capabilities for this role

SalesforceProgram ManagementCross-functional CollaborationChange ManagementStakeholder EngagementInternal ToolingOperational Excellence

Questions & Answers

Common questions about this position

What qualifications are required for the Program Manager role?

A Bachelor’s Degree or 5+ years of equivalent experience in program management or technology project management is required, along with a strong understanding of customer service operations and technology ecosystems, especially Salesforce, proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment, excellent communication, stakeholder management, and problem-solving skills, and experience with change management.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What does the company culture emphasize for this role?

The role seeks dedicated team players who thrive upon the legacy of Disney and Hulu, embrace innovative thinking, and are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer experience through strategic hard work and determination.

What makes a strong candidate for this Program Manager position?

A strong candidate is a strategic thinker with strong cross-functional collaboration skills, a passion for scalable, user-centric technology solutions, and experience leading initiatives in fast-paced environments, particularly with Salesforce and customer service operations.