Product Operations Manager I

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally.

The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. 

Here are a few reasons why we think you’d love working here:

• Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

• Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally. 

• Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems.

​Content Platforms & Operations

Content Platforms & Operations is responsible for the development and ongoing advancement of the technical and operational functions driving the worldwide distribution and monetization of Disney’s linear networks and theatrical content. This includes Disney’s media supply chain and storage, network and theatrical distribution operations, media localization, network transmission and origination, and more. The global team also plays a critical role as the primary collaboration point for Product & Technology with Disney’s EMEA, APAC, and LATAM regional business teams.

Job Summary

The Content Platforms team is seeking a Product Operations Manager I to join our Product Operations organization. Our team strives to deliver operational excellence by elevating and evangelizing the Content Platforms products and services to our various business partners. In this role, you will be responsible for the enablement of our content platforms products and tools, working closely with our Product management and Engineering partners to sustain and improve current products, launch new systems, and support clients as they navigate our platforms to operate their business.  

This role will serve as a key touchpoint for business users by providing day-to-day support for general questions, workflow guidance, and issue troubleshooting. In addition, the role will take the lead documenting new features and disseminating those updates back to the customers through coordinating user acceptance testing, conducting user trainings, and crafting communications. The candidate will be responsible for participating in the product lifecycle, creating supporting documentation, and being a subject matter expert on process workflows and functional requirements. Finally, this role will lead the way with tracking ticket trends and helping identify and resolve outliers to guarantee peak team efficiency. The ideal candidate must work well in a collaborative environment and be able to define and implement processes that effectively deliver on the Product Operations team’s mission.  

Responsibilities and Duties of the Role

• Serve as a subject matter expert on the platform and lead support operations by triaging incoming tickets, analyzing customer requests, resolving issues, and escalating when necessary

• Maintain accurate system documentation and coordinate User Acceptance Testing (UAT) with end users

• Build and manage relationships with business stakeholders, run trainings, and oversee onboarding activities

• Own communication to product end users, including feature release notes, project-specific updates, and other general announcements, crafting platform documentation, and contributing to customer sync meetings 

• Provide periodic updates/presentations on initiatives to Product and Engineering partners

• Coordination support for site/app launches, collaborate with Product to generate customer-facing root cause analysis reports for critical outage incidents, and contribute to change management for migrations and/or on-boardings to new products

• Participate in larger organizational Product Operations initiatives, such as crafting evergreen documentation, executing strategic communication plans, and defining processes that contribute to an improved team working culture 

• Perform any other duties needed to help achieve Business Objectives for the Product Operations team

• Demonstrated commitment to fostering an inclusive and welcoming environment for all team members

Basic Qualifications

• Enthusiastic about helping people, solving problems, and championing products 

• Excellent communication skills, with an ability to distill information accurately and convey it (verbally and/or written) to business partners and internal technology teams

• Strong prioritization and organization skills with experience juggling time-sensitive requests from multiple business partners

• Energetic self-starter with a logical approach to problem solving and a technical aptitude 

• Ability to work in a fast-paced, dynamic and matrixed organization, executing on several initiatives concurrently while balancing competing priorities

Preferred Qualifications

• 1-2 years of experience in a professional role, preferably in a product / technology environment

• Experience with enterprise tools such as Jira, Confluence, Airtable, etc., is preferred

• Experience supporting a variety of application types, such as enterprise SaaS, on-prem software, content management systems, or other cloud-based and on-premises solutions, is a plus

Education

• Bachelor’s Degree and/or equivalent experience

The hiring range for this position in Glendale, CA is $89,000 to $119,300.00. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.