Supervisor, Customer Experience (Temp position - 9 months)

BUILD SOMETHING BIGGER THAN YOURSELF

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

How will you contribute to our magical experience?

The Supervisor, Customer Experience will join the team to support and enhance the day-to-day experience of sports and third-party viewers across the Americas region.

In this role, you will coordinate with BPO partners, track performance metrics, resolve escalations, and ensure workflows are followed consistently. Acting as a key operational link between internal teams and external vendors, you will play a critical role in ensuring that every viewer interaction reflects Disney’s commitment to excellence.

The Supervisor, Customer Experience will be responsible for:

• Serve as a first point of escalation for BPO teams and ensure timely resolution of viewer-related issues.
• Monitor KPIs and dashboards to identify trends, risks, and opportunities for improvement.
• Coordinate day-to-day tasks with vendor partners, ensuring alignment with Disney’s standards and processes.
• Support the development of playbooks, training materials, and quality guidelines for frontline teams.
• Document and share recurring issues with Managers and senior stakeholders, highlighting the Voice of the Customer.
• Assist with the rollout of new initiatives, workflow changes, and process optimizations.
• Partner with regional teams to ensure sports-specific needs (e.g., ESPN events) are reflected in operational practices.
• Support communication flow between Viewer Experience, regional sports teams, and other cross-functional groups.
• Contribute to projects and continuous improvement efforts led by Managers and senior staff.

What we need from you to be part of this story:

• 4+ years of experience in customer service, operations, or related fields, preferably in high-volume environments.
• Previous experience supervising or coordinating vendor/BPO teams is strongly preferred.
• Strong analytical skills, with the ability to interpret KPIs and recommend actions.
• Advanced English for communication with global teams.
• Familiarity with digital media or viewer experience operations is a plus; interest in sports industry is desirable.
• Proactive, detail-oriented, and collaborative, with strong problem-solving abilities.
• Comfortable handling multiple tasks in dynamic and complex organizations.
• Positive, empathetic, and resilient attitude when supporting diverse teams and viewers.

 Additional Information:

At Disney, we believe it takes great people to create the memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas.

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney