Manager, Customer Experience
Postuler maintenant Postuler ultérieurement Job ID 10133959 Emplacement Santa Monica, Californie, États-Unis / New York, New York, États-Unis / Glendale, Californie, États-Unis Entreprise Disney Direct to Consumer Date de publication 16/10/2025Résumé du poste:
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?
We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service.
You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you’re a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.
What You’ll Do:
- 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.
What You’ll Need:
- Bachelors Degree or equivalent experience
- 5+ years in high-volume customer service environments that includes 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 development 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 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 Qualifications:
- Familiarity or interest in sports industry and sports viewer needs is a plus
Disability accommodation for employment applications
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
“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
The hiring range for this position in California and New York is $105,100.00 - $140,900.00 per year. 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.
Sur Disney Direct to Consumer:
L’équipe « Direct to Consumer » de Disney supervise les activités de streaming Hulu et Disney+ au sein de Disney Entertainment, en aidant à apporter les meilleures histoires de The Walt Disney Company aux fans et aux familles partout dans le monde.
Sur The Walt Disney Company:
The Walt Disney Company, ainsi que ses filiales et sociétés affiliées, forme l’une des principales entreprises internationales diversifiées de divertissement familial et de médias. Elle comprend trois secteurs d'activités essentiels : Disney Entertainment, ESPN et Disney Experiences. Depuis ses modestes débuts en tant que studio de dessins animés dans les années 1920 jusqu’à son statut de référence actuel dans le secteur du divertissement, Disney poursuit fièrement sa tradition de création d’histoires et d’expériences exceptionnelles pour tous les membres de la famille. Les histoires, les personnages et les expériences de Disney touchent les consommateurs et les visiteurs du monde entier. À travers nos activités présentes dans plus de 40 pays, nos employés et cast members collaborent pour créer des expériences de divertissement appréciées à la fois au niveau universel et local.
Le poste est rattaché à Hulu, LLC , qui fait partie d’une entreprise que nous appelons Disney Direct to Consumer.
Hulu, LLC est un employeur qui souscrit au principe d’égalité des chances à l’emploi. Les candidat(e)s seront pris(es) en considération pour un emploi sans distinction de race, de religion, de couleur, de sexe, d’orientation sexuelle, de genre, d’identité de genre, d’expression de genre, d’origine nationale, d’ascendance, d’âge, d’état matrimonial, de statut militaire ou d’ancien combattant, d’état de santé, d’informations génétiques ou de handicap, ou de tout autre motif interdit par la loi fédérale, étatique ou locale. Disney défend un environnement commercial où les idées et décisions de tous et toutes nous aident à grandir, innover, créer les meilleures histoires et être pertinents dans un monde en évolution constante.