Lead Salesforce Business Analyst

Job Description

About the Role & Team

Disney's Direct-to-Consumer (DTC) Viewer Experience team is seeking a Lead Salesforce Business Analyst who will be an exceptional addition to our team. As Lead Salesforce Business Analyst, you will own the development, implementation, and strategy of customer service and enterprise technology. This role is predominantly Salesforce-focused but may supervise a variety of technology vendors. In this role, you are expected to partner with various departments, including Enterprise, Product, Engineering, IT, Operations, Data, InfoSec, Finance, Sourcing, and Legal, to coordinate initiatives that deliver on DTC business goals and objectives. The right person for this role has experience ''thinking big,'' redefining business needs into scalable solutions and leading complex global technical implementations. If you are passionate about technology and transforming service experiences, this is an excellent role for you!

What You Will Do
• Lead an internal technical team and manage external software partners to develop and implement cloud-native technology that enables self-service and assisted service across VX (20%)
• Create and gain consensus for the technology strategy and associated roadmaps that drive the company to achieve its business objectives and evolve with the organization's business strategy (15%)
• Facilitate discussions with key stakeholders across functions and levels, advise on technology, enterprise architecture, service journeys, and potential tradeoffs, and provide implementation options (15%)
• Oversee the day-to-day operation of the platform, ensuring high availability, scalability, performance, and data quality (15%)
• Accountable for delivery of global, large-scale technology solutions by leading development partners and internal technical experts, ensuring the appropriate level of customization (15%)
• Own relationships with software vendors and development partners and manage the contract lifecycle and performance while partnering with sourcing, finance, and business leads (10%)
• Foster strategic partnerships with software vendors, connecting software product executives and leaders with business leaders to influence product roadmaps (5%)
• Prototype emerging technologies and implement innovative solutions to create best-in-class service experiences for viewers and advocates (5%)

Required Qualifications & Skills
• Bachelors Degree or equivalent experience in related field
• 5+ years building and designing customer service software from conception to delivery
• 5+ years leading technology programs and/or teams
• Experience designing and maintaining software integrations connecting enterprise and cloud-based platforms via MuleSoft and Salesforce
• Extensive knowledge of customer service technologies
• Direct experience with implementing technology transformation initiatives
• Experience in Agile (Scrum and/or Kanban), test automation, CI/CD (DevOps)
• Ability to lead through influence across the organization

Preferred Qualifications
• Masters Degree
• 5+ years building on Salesforce & NICE CXone platforms
• Streaming media industry or other subscription-based service experience
• Experience with global and remote teams

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 hiring range for this position in CA is $124,000.00 to $166,200.00 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.

About Disney Direct to Consumer:

Disney's Direct to Consumer team oversees the Hulu and Disney+ streaming businesses within Disney Entertainment helping to bring The Walt Disney Company's best-in-class storytelling to fans and families everywhere.

This position is with Hulu, LLC, which is part of a business we call Disney Direct to Consumer.

Jobcode: Reference SBJ-d8n1ox-3-135-224-139-42 in your application.