Workflow and Tooling Manager

Disney Direct to Consumer (DTC) is seeking a Workflow & Tooling Manager to join their Viewer Experience (VX) team. This role will drive the execution of programs, processes, and internal tooling improvements to enhance both viewer and support staff experience. The position involves collaboration with multiple teams including Viewer Experience Operations, Partner Support, Program Management, and various Product and Tech Teams across Hulu and Disney+. The ideal candidate will be responsible for optimizing assisted support across multiple internal products, including Salesforce Service Cloud and NICE CXone telephony system.

The role requires strategic thinking and the ability to build strong connections between operations and technology. You'll be working across multiple channels, geographies, and contact offerings to meet viewers' needs. Key responsibilities include overseeing products and programs, leading technology implementations, developing operational strategies, and engaging in product management methodologies.

This is an excellent opportunity for someone who combines technical expertise with strong leadership skills. The position offers exposure to Disney's premium streaming services, including Hulu and Disney+, which feature content from renowned brands like Star Wars, Marvel, Pixar, Disney, and NatGeo. You'll be part of a team that's shaping the future of direct-to-consumer entertainment while working for one of the world's most respected entertainment companies.

The role requires a bachelor's degree or equivalent experience, strong project management skills, and experience in a contact center environment. The successful candidate will need to demonstrate excellent communication abilities, strong judgment, and the capability to influence across organizational levels. This position offers the opportunity to work with international teams and requires flexibility to travel both domestically and globally.