Manager, Viewer Experience

Job Description

The Team

Disney+ is one of the leading premium video streaming services in the world. It is the dedicated home for streaming movies and shows from Disney, Pixar, Marvel, Star Wars, National Geographic, and more. Our Disney+ North Asia team is responsible for the launch and day to day operation of the service across Japan, China, Korea, Hong Kong and Taiwan specifically focused on customer acquisition and retention, marketing, partnerships, content programming, research and analytics.

Summary

We are seeking an experienced Manager, Viewer Experience, Disney+. In this role, you will manage the relationship with a partner(s) who supplement our small in-house team in providing support to viewers of Disney's Direct-to-Consumer offerings (primarily Disney+). This will include coordinating the operations between the Disney and partner teams and infusing the Disney mission, values and culture into the partner teams so they are reflected in the support that they deliver. If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you.

Responsibilities
• Work with partners to build a strong team culture that embraces shared values and standards, so they deliver a customer experience that represents the Disney+ brand
• Build, mentor, and lead top-performing teams of leaders responsible for viewer interactions, experience expectations, and overall brand support across Disney+ in Japan.
• Develop relationships and management processes that enable Disney to hold partners accountable for performance
• Build alliances with in-house and partner support teams to enhance Advocate and customer experiences
• Create and share operational goals, performance standards and metrics to properly align with the company Mission, Vision, and Values
• Ensure that Disney quality guidelines are implemented at partner location, collaborating with internal and partner quality teams and participating in calibration sessions across partners and sites
• Partner with Disney command center in the US to resolve Advocate schedules and schedule offline activities for the partner location
• Build effective communication plan for all ongoing and new projects with partner(s) to ensure Advocates have all necessary tools and training to support our viewers
• Partner with finance to develop annual operating budget. Manage budget for Disney Streaming Services.
• Conduct monthly and quarterly business reviews with partner
• Travel is limited to potentially a few trips a year

Qualifications
• 7+ years working in high volume customer service environment
• Leadership experience in operations management roles, in a fast-paced environment
• Experience in building and managing business process outsourcer partner teams
• Confirmed ability to lead through influence and advocacy
• Confirmed ability to drive continuous improvement in operational processes
• Flexible - Willing to support the Operation as needed, including some weekends, nights, and holidays
• Bachelor's degree or equivalent
• (preferred but not required) Experience in Streaming Services, Satellite and/or on-demand entertainment
• Fluent in Japanese and Business level English required

This position is with TWDC (Japan) Ltd., which is part of a business we call The Walt Disney Company (APAC).

Jobcode: Reference SBJ-r76k0p-3-136-19-136-42 in your application.