Global Support and Operations Manager

Job Description

The combined Disney Streaming Services and Hulu's Viewer Experience team is seeking a Global Support and Operations Manager (GSOM), who will be an exceptional addition to our team. As a GSOM, you will provide vision and guidance to our team using prior work experiences to mentor and develop Team Mangers and the overall Viewer Experience (VX) organization. In this role, you will be working across Hulu, Disney+, and ESPN+ streaming services. You will partner with other GSOMs to strategize across products and scale our growing workforce. The right person for this role will effectively collaborate with key VX and business partners across organizations/companies to drive improvements and efficiency into the operation. You will continuously look for opportunities to eliminate unnecessary tasks within supported contact channels. If you are someone who can think strategically, efficiently scale an organization, and meet the needs of our viewers across multiple products, geographies, and channels, this is a great role for you.
WHAT YOU'LL DO
• Build, mentor, and manage a team (3-8 direct reports) responsible for viewer interactions, experience expectations, and overall brand support across Hulu, Disney+, ESPN+and STAR+ in multiple geographies (North America, EMEA, Latin America, Asia Pacific and future additions)
• Create and share operational goals, performance standards, and KPI's with your teams to properly align with the company Mission, Vision, and Values
• Drive and support initiatives across all internal/external partners to improve the customer experience across all current and future products as we expand to supporting divisions within and across the company
• Contribute to improving operational excellence by developing and sharing methodologies across the organization, utilizing metrics, and customer feedback to drive improvements into the operation
• Ensure Team Managers are holding their teams accountable with company policies and procedures
• Participate in interviewing, hiring, and onboarding processes, as needed
• Work with Experience and Analytics teams to create solutions for complex customer service issues – proactive thinking to resolve negative trends
• Responsible for site operations and assigned duties as needed

WHAT TO BRING
• 6+ years of Customer Service and/or Operations Management experience, managing Team Managers/Supervisors. Experience overseeing multiple products and/or international operations preferred.
• Bachelor's degree from an accredited university or equivalent work experience
• Excellent prioritization skills and attention to detail
• Strong communication skills both verbal and written
• Excellent judgment – Skilled at providing feedback, mentoring, and making independent decisions for the business, as necessary
• Demonstrated ability to collaborate across functional teams to deliver meaningful outcomes
• Experience with change management, process management and improvement
• Experience in a streaming media environment
• Experience developing system/software requirements
• Ability to interact authoritatively with Leadership at all levels
• Flexible – Willing to support the Operation including some weekends, nights, and holidays
• Ability to travel within the US and globally, if needed

NICE-TO-HAVES
• Proven experience working with international Business Process Outsourcers
• Entertainment industry experience

Jobcode: Reference SBJ-r0ww5j-3-149-252-37-42 in your application.