Program Manager, International

Job Description

SUMMARY

The Disney+ Customer Experience (CX, or Customer Support) team is seeking a Customer Insights Product Specialist who will be an exceptional addition to our Customer Experience team. As a Customer Insights Product Specialist, you will work to identify and eliminate customer pains surfaced on support channels ensuring customers are always top of mind. The right person for this role loves to solve problems utilizing all data points available to create a compelling case. If you are someone who loves to work cross-functionally and can influence at all levels of the organization then this is an excellent role for you!

WHAT YOU’LL DO
• Work to turn broad buckets of data into specific and actionable pieces of feedback, conveying the nuances of the feedback. Measure and report the impact of eliminating customer pain points.
• Build and maintain an aggregated and scalable source of truth for all customer support insights, iterating to ensure partner needs are met.
• Work with business groups (Product, Marketing, Engineering, Design, etc) to prioritize work (grounded in data) and improve the Customer Experience.
• Partner with other business teams (Marketing, Finance) who produce customer insights to deepen analysis and ensure harmony in disseminating customer feedback.
• Strategize and execute on how to socialize customer feedback with the broader Disney population.
• Responsible for ensuring operations systems/workflows are set up to collect customer insights.
• Willingness to travel 60-70% of the time (when it is safe based on local and federal guidelines)

WHAT TO BRING
• Undergraduate degree
• 3 years of professional experience in a data focused program with cross functional teams and proven business outcomes
• Strong communicator with the ability to influence cross functionally at all levels of the organization
• Strong attention to detail with the ability to pick up on the nuances of problem statements both written and verbally expressed
• Nimble with data and can convey needs to an analyst and perform light analysis
• Highly organized and efficient. Shown ability to independently manage multiple projects at a given time

NICE-TO-HAVES
• Personal affinity for the brands and franchises of The Walt Disney Company
• Knowledge of the product development cycle
• BA/BS in business, computer science, other business/tech field or equivalent work experience

Jobcode: Reference SBJ-gmk6ox-18-219-86-155-42 in your application.