Product Operations Mgr II

Disney Entertainment & ESPN Technology (DE&E) brings together the Company’s best-in-class product, technology, and commercialization teams together into one global organization. DE&E is responsible for the P&L management and all distribution, network and engineering operations, sales, advertising, data, and certain key technology functions worldwide for the Company's content engines. DE&E Technology also manages operations of the Company's streaming services including Disney+, Hulu, ESPN+, and Disney+ HotStar, as well as domestic broadcast and cable television networks.  

DE&E Technology creates products, platforms, and innovations for the DE&E Segment and The Walt Disney Company by driving the strategic development and use of technology, building scalable systems and products to empower our businesses and engage consumers. With global scale, local presence, and deep technological excellence, DE&E Technology helps The Walt Disney Company optimize technology, platforms, and resources, while bringing creative ideas to life and creating industry-shaping approaches. 

As a member of the Product Operations Management team, you will have the opportunity to dive deep into the business capabilities and learn the processes behind the supply chain for Disney's top tier content – from planning all the way through delivery to consumers. Working in a cross-functional team environment with product, engineering, infrastructure, QA, and support, you will help ensure the smooth-running operations of content distribution, with focus on driving operational improvements and supporting the acceleration of our content businesses.  

Job Summary:

The Content Platforms team is seeking a Product Operations Manager II to join our Product Solutions organization. Our team strives to deliver operational excellence by elevating and evangelizing the Content Platforms products and services to our various business partners. In this role, you will be responsible for the enablement of our content platforms products and tools, working closely with our Product management and Engineering partners to sustain and improve current products, launch new systems, and support clients as they navigate our platforms to operate their business.  

This role will serve as a key touchpoint for business partners, responsible for providing day to day support for general questions, workflow guidance, and troubleshooting. In addition, the role will own documenting new features and disseminating those updates back to the customers through coordinating user acceptance testing, conducting user trainings, and crafting release communications. Finally, this role will lead the way with best practices for metrics reporting, updating stakeholders with retrospectives on past monthly performance, as well as translating raw metrics into a comprehensive narrative. The ideal candidate must work well in a collaborative environment and be able to define and implement processes that effectively delivers on the Product Solutions team’s mission.  

Responsibilities:

• Be a platform expert that can perform analysis on customer requests, configure systems to respond to business needs, and incorporate new features into current workflows
• Guide the day-to-day activities of a team of remote business analysists supporting multiple systems across different disciplines
• Responsible for supporting business stakeholders, including relationship management, addressing support questions, light troubleshooting of potential issues, performing trainings, and assisting in user onboardings to new products
• Own communication to product end users, including feature release notes, project-specific updates, and other general announcements
• Create internal and customer-facing root cause analysis reports for critical outage incidents
• Provides periodic updates/presentations on initiatives and metrics to leadership and business partners.
• Participate in larger organizational Product Solutions initiatives, such as crafting evergreen documentation, executing strategic communication plans, and defining processes that contribute to an improved team working culture 
• Perform any other duties needed to help achieve Business Objectives for the Product Solutions team

Basic Qualifications:

• Bachelor's degree or equivalent experience required.
• Minimum 3 years of related experience in a professional role, preferably supporting clients in a technology / product environment
• Previous experience with no code workflow building tools, such as Airtable
• Experience with a variety of systems within Enterprise Platforms, including Content, Assets, and Metadata Management, as well as Content Distribution
• Experience working within a defect management process, providing a link between Product/Engineering and End Users, translating highly technical concepts to more human-friendly terms
• Excellent communication skills, with a bent towards customer service, an ability to navigate both internal and external stakeholders, and a talent to distill information accurately and convey it (verbally and/or written) to business partners and internal technology teams
• Experience crafting a range of documents, from documentation/operational guides to formal announcements/release notes
• Strong prioritization and organization skills with experience juggling time-sensitive requests from multiple business partners
• Energetic self-starter with a technical aptitude, a logical approach to problem solving, and demonstrates determination in finding solutions to complex puzzles
• Ability to work in a fast-paced, dynamic and matrixed organization, executing on several initiatives concurrently while balancing competing priorities
• Enthusiastic about helping people, solving problems, and championing products 

The hiring range for this position in Glendale, CA is $104,600 - $140,200 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.