Supervisor, Viewer Experience

BUILD SOMETHING BIGGER THAN YOURSELF 

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

How you will contribute to our magical experience?: 

We are seeking an experienced professional for the position of Partner Supervisor within Viewer Experience (Customer Support) for Disney Media & Entertainment Distribution (DMED). In this role, you will manage the daily operation of our BPOs from the VX area, seeking for the best customer experience in this field. Making sure our customers / viewers cases are handled in a positive manner considering speed of answer and case resolution. Also, this role is key to our mission: raising the voice of the customer from our partners agents, straight into the business, seeking for constant improvements. This will include coordinating the operations between Disney local / global teams and Disney partner teams who manage the day-to-day interactions with our customers, always infusing the Disney mission, values, and culture into the partner teams so they are reflected in the support that they deliver. You will partner with other Leads across DTC to strategize across products and scale our growing operations. If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you.

The Sr. Analyst, Viewer Experience will be responsible for: 

• Supervise BPOs operations, overseeing the daily KPIs and initiatives, deep diving in the main ones to analyze the root causes and proposing action plans to improve / fix.
• Identify opportunities to improve overall partner operations such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality and Speed to Answer Rates.
• Work with partners to build a strong team culture that embraces shared values and standards, so they deliver a customer experience that represents the Disney brand across LATAM and NorAm.
• Lead weekly and monthly meetings with BPOs to check performance and make an operational review.
• Lead short term actions/initiatives to improve KPI and providing visibility to stakeholders.
• Bring the voice of the customer and advocates to the stakeholders to develop new features, process, and tools to improve the viewer experience.
• Work together with BPOs Staff Leads (Quality, Workforce and Training) to guarantee the operations are performing tasks placed by each Global Team. Collaborate in the gathering of info for new help center articles creation (FAQs / KBs).
• Ensure the BPOs readiness processes for special events such as Partners launches, promos, and communications reinforcements.
• Administrative support tasks: POs / Invoicing Follow up / Payments.

What we need from you to be part of this story:

• 3+ years working in high volume customer-facing environment.
• 3+ years working in a Partner/Vendor company or managing relationships with them.
• 1+ years of experience in building and managing teams, internal or external.
• Proven ability to lead through influence and advocacy.
• Proven ability to drive continuous improvement in operational processes.
• Flexible - Willing to support the operation including some weekends, nights, and holidays.
• Minimum: Bachelor’s degree in Business Administration, Engineering or similar
• Advanced level of English.

Additional Information:

At Disney, we believe it takes great people to create the memorable experiences, products and services our consumers know and love. We are a team of storytellers and hire under equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, disability and gender identity. We foster a corporate culture of belonging and inclusiveness, which empowers our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow and share ideas.

“You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” Walt Disney