Lead Quality Experience Analyst

Job Summary:

On any given day at Disney Entertainment & ESPN Technology, we're reimagining ways to create magical viewing experiences for the world's most beloved stories while also transforming Disney's media business for the future. Whether that's evolving our streaming and digital products in new and immersive ways, powering worldwide advertising and distribution to maximize flexibility and efficiency, or delivering Disney's unmatched entertainment and sports content, every day is a moment to make a difference to partners and to hundreds of millions of people around the world.

• Building the future of Disney's media business: DE&E Technologists are designing and building the infrastructure that will power Disney's media, advertising, and distribution businesses for years to come

• Reach & Scale: The products and platforms this group builds and operates delight millions of consumers every minute of every day – from Disney+ and Hulu, to ABC News and Entertainment, to ESPN and ESPN+, and much more

• Innovation: We develop and execute groundbreaking products and techniques that shape industry norms and enhance how audiences experience sports, entertainment & news

Engineering Services designs, builds, and sustains technology that powers DE&E Technology's worldwide content production and distribution platforms. In doing so, they contribute to a series of cross-functional services and technologies, including Quality Assurance, Data Analytics, Software Development, Broadcast Infrastructure, and Networking & Security.

We strive to be a diverse team, passionate about great technology applied creatively to solve complex business problems. We are a motivated team that is committed to lifelong learning and improving, both in and out of the office. We strive to be flexible and adaptable to change both in how we execute projects and in the technologies we use to deliver our solutions. We care about the details because every pixel, every line of code, and every user interaction with our products determines whether we are delivering on our commitment to producing the very best products possible. You'll be joining a talented team that works interdependently toward aggressive goals to deliver technically sound solutions. We work to ensure that we share both accountability and credit as a team. We often include our users as part of our team and we work to connect with them on a human level, understanding their world, so we can deliver software that they love to use.

We are looking for an experienced Operational lead to join our Digital Experience Operations team. In this role you will contribute operationally and lead a small operational team dedicated to ensuring a successful fan experience across varying forms of digital distribution.  This includes but is not limited to highlight, long form video on demand, live audio networks, live audio events, live video channels, and live video events.

This role requires acute attention to detail and a deep knowledge of operational workflows, incident management methodologies and operational remediation and analysis. You will use internally developed tools in combination with commercial services and engineering partnerships to diagnose, troubleshoot, and resolve any issues as proactively as possible for content that is distributed and consumed globally.

Responsibilities:

• Lead other technical analysts and perform best in class analysis needed for identifying, monitoring, escalating, triaging and driving remediation of fan facing issues

• Act in supervisory capacity providing supporting incident management events allowing team to focus on resolution and analysis

• Serve as a technical resource, point person and mentor for rest of team during live content and sporting events

• Serve as senior point of contact for response, escalation, triage, correlation and executive summarization of digital quality of experience

• Lead development of standard operating procedures supporting new products, events, initiatives and software

• Liaison across engineering and management teams with a focus on operational improvements driving conversions and collaboration across engineering

• Develop threshold based programmatic monitoring, KPIs and alarming to improve and alert on the fan experience.

• Ensure resolution of troubleshooting, documentation and communication at an executive level during fan facing outages.

• Perform analysis and KPI monitoring as required to understand the consumers digital experience and the quality of our applications for our fans

• Keep management apprised of major technical modifications and problems and recommend specific corrective actions.

Basic Qualifications:

• Minimum of 2 years of lead or management experience, willingness to take challenges head-on while being part of a team

• Minimum of 5 years of hands-on operational or relevant experience with a passion for driving best in class consumer experience

• Ability to liaison between business and engineering teams, using appropriate terminology and a communication style that resonates across a diverse group of stakeholders

• Solid understanding of product and technology ecosystems. Acts as a sought after voice on key project planning and dependency management discussions

• Excellent written and verbal communication skills including experience preparing executive-level presentations and ability to communicate anywhere from the team level to C-level executives.

• Ability to cultivate important industry contacts and vendor relationships

• Advanced comprehension of personnel development, technical resource services and systems integration as they relate to Technology - Strong organizational, multi-tasking, communication and troubleshooting skills

• BA or BS in related area of study; or equivalent work experience

Preferred:

• 3-5 years’ experience in streaming video or digital product quality analysis

• Advanced understanding or configuration experience in the content distribution network space

• Experience with various observability products, digital video quality and analytics tools (Conviva, Datadog, Grafana, New Relic)

The hiring range for this position in New York or Seattle is $104,200 to $143,200 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.