Program Manager, Agent Technology Optimization at The Walt Disney Company

San Antonio, Texas, United States

Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Entertainment, Streaming Media, TechnologyIndustries

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

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