Full Time Job

Senior Project Manager - Self-Service


New York, NY 01-06-2021
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  • Paid
  • Full Time
  • Senior (5-10 years) Experience
Job Description

This role will collaborate cross-functionally with the entire Disney Streaming Service organization, as well as groups and stakeholders from business units across The Walt Disney Company, including Hulu. The Project Manager, Business Operations (Self-Service) will drive the customer self-service roadmap to ensure an optimal customer experience across chatbot, the Help Center, instructional videos, and other efforts as developed. This individual will perform regular competitive analyses across other digital media products to ensure the relevance and efficacy of our self-service efforts, identify high-value initiatives, and work with various teams across Disney Streaming to bring them to life. This individual will also provide project management support to the DSS Business Operations as needed to contribute to the team's excellence across a variety of projects as needed.


• Drive the self-service project roadmap, including customer self-service for the Disney+ & ESPN+ products, including launches & continuous improvement for chat bot, instructional videos, and integrations with subscription tools
• Work closely with Product Teams that manage customer tools to ensure support for self-service projects and roadmap alignment in delivery schedule
• Socialize the self-service project roadmap to ensure resourcing and support alongside competing roadmaps
• Use data to inform business critical decisions about where & when to deploy self-service mechanisms and how to prioritize
• Perform regular competitive analyses of self-service efforts across the entire digital landscape to ensure relevance of capabilities, design, and product
• Work collaboratively across Customer Service to ensure resourcing in place to support the roadmap deliverables
• Develop a robust set of KPIs and metrics to measure the success of each customer self-service initiative and report to leadership on progress & efficacy
• Select & manage vendors that support self-service as appropriate

• Project management of initiatives including establishing project plan, tracking progress, and documenting milestones
• Implementation and documentation of business processes across multiple stakeholders
• Translate policies and key decisions to executive memos and process documentation to support a number of functions including customer service, legal, finance and marketing
• Other duties as assigned & as necessary to support a growing operation & product launch schedule

Basic Qualifications:
• 5-7 years of work experience leading self-service initiatives for a digital media company
• High proficiency in Google Office Suite, particularly Google Slides. Adept at creating professional visualizations of data, processes and information
• Strong project management, organizational, and communications skills
• Comfortable navigating a matrixed organization and a global network of internal and external partners
• Comfortable working in a fast-paced and dynamic working environment, supporting new products and businesses

Company Profile

Disney Streaming Services is responsible for developing and operating The Walt Disney Company’s direct-to-consumer video businesses globally, including the ESPN+ and Disney+.