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Manager, Technical Program Management (Business Solutions)

Burbank, CA - US

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Job ID 665993BR Location Burbank, California, United States Business The Walt Disney Company (Corporate) Date posted 04/06/2019

Job Summary:

The Customer Relationship Management team is responsible for creating and cultivating direct-to-consumer relationships with The Walt Disney Company’s most strategic customer segment. It does so by managing the Disney Visa Cards business which is both an operating unit as well as a cross-business unit loyalty program. The department is made up of 35 professionals across multiple disciplines (Marketing, Finance, Business Operations) who work closely in a highly dynamic environment with cross-functional partners across Disney, our bank card issuer, and our payment network.

Role Overview

This position sits within the Business Operations team and is responsible for providing operational support for technical initiatives that involve acquiring customers and delivering product benefits associated with the Disney Visa Cards. These initiatives often require extensive technical integration with other Disney business units and our bank issuer.

The successful candidate will be able to
  • Get up to speed quickly with regard to operational and technical processes
  • Solve problems with an appropriate level of urgency
  • Develop strong relationships with technical, digital, compliance, and operations teams
  • Manage work in a disciplined and organized manner
  • Communicate clearly and effectively, both orally and in writing

Responsibilities:

Lead technical work streams in support of marketing/payment/technology initiatives
  • Develop and document detailed project timelines, identifying key points of intersection for different stakeholder groups
  • Compile an assessment of project impacts, level of effort, costs, resource requirements
  • Develop and ensure alignment on detailed business requirements and use cases
  • Ensure functional design supports business objectives and applicable guidelines
  • Solicit expert input and evaluate technical design options
  • Oversee development of all test, launch, hypercare and sustainment plans, including definition of change management protocols
  • Hypercare, sustainment planning

Lead operational process design and optimization
  • Develop and document user friendly processes that meet business needs
  • Develop tools/methodology to organize and drive work forward
  • Identify and ensure compliance with applicable guidelines or standards, e.g. regulatory, data security, legal, brand

Support development of Business Operations annual plan by providing input regarding your key areas of responsibility
  • Use data/sound analysis to identify issues/challenges that need to be addressed
  • Develop detailed action plans to address specific issues/needs
  • Develop an approach to measure performance, track progress

Lead assessment of new payment technologies
  • Research new payment technologies as assigned
  • Assess feasibility to comply with Co-brand and Brand requirements
  • Identify and work with appropriate stakeholders to develop necessary solutions to ensure compliance

Oversee day-to-day operations to ensure
  • Timely resolution of operational and technical issues
  • Facilitation of all test support requests
  • Management of software/system updates that directly support or impact Disney Visa Card initiatives
  • Any technology or timeline risks are flagged and escalated
  • Critical processes are developed, documented, and easily accessible

Manage work in well organized and systematic manner
  • Identify and coordinate with key technology stakeholders needed to complete tasks
  • Equip them with appropriate context and details regarding objectives
  • Develop step-by-step approach to tackling work, with assigned dates and stakeholders

Basic Qualifications:

  • 5-8 years operational or systems support experience in an environment that has significant technical infrastructure, including:
    • Acting as liaison between business and technical teams
Driving results in a matrixed, cross-functional environment
  • Proactive problem solving skills
  • Strong relationship building skills
  • Excellent written and oral communication skills, including appropriate judgment regarding
    • How to set appropriate context regarding objectives to create alignment
    • When and how to keep peers, partners and supervisor abreast of activities
  • Able to multi-task in a busy business environment
    • Well organized with strong attention to detail
  • Ability and willingness to adapt to shifting priorities Highly accountable and self-motivated
    • Passion for ensuring a positive and seamless Guest experience
    • Constant drive for improvement
  • Experience with
    • Soup-to-nuts management of software integrations
    • Waterfall and agile software development methodologies
    • Interpreting data/process flows, architectural diagrams
    • Payments/transaction processes, including familiarity with digital wallets
    • Digital technology, including familiarity with native/hybrid app architecture and design principles, mobile application delivery and device management
Systems engineering concepts relating to establishing secure connections, firewalls, security certs, etc. (e.g. ASP/ASP.NET, MS SQL, Server, JavaScript, HTML, XML, SOAP, Web Services, Core RESTapi)

Preferred Qualifications:

  • 8+ years operational or systems support experience in an environment that has significant technical infrastructure, including experience with:
Direct POS or eCommerce experience, including the enablement common payment types/methods (e.g. credit vs. debit processing, stored value
  • cards, digital wallets, ACH, NFC, barcoding)
  • Payment industry players (e.g. merchant, acquirer, processor, issuer, network)
  • Payment concepts (e.g. authorization, settlement, fraud controls, interchange, tokens, BINs)

Required Education

  • Bachelor’s degree, preferably in a technical discipline

About The Walt Disney Company (Corporate):

At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.

About The Walt Disney Company:

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: media networks, parks and resorts, studio entertainment, consumer products and interactive media. 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.

This position is with Disney Credit Card Services, Inc., which is part of a business segment we call The Walt Disney Company (Corporate).

Disney Credit Card Services, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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