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Associate Program Analyst, Assisted Support Programs

Apply NowApply Later Job ID 10022029 Location San Antonio, Texas, United States Business Disney Media & Entertainment Distribution Date posted Sep. 19, 2022 Flex Type Hybrid

- This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.

Job Summary:

Disney Streaming includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television, ESPN+, and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our Disney Streaming team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, ESPN, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination. 

Job Summary

Disney Streaming Viewer Experience Strategic Operations team is seeking an Associate Program Analyst who will be an outstanding addition to our Viewer Experience team. As an Associate Program Analyst at Disney Streaming, you will provide subject matter expertise, data-based insights, and workflow documentation to support operational programs, processes, and assisted support tooling improvements needed to continuously improve the experience for our viewers and our support staff. You will assist Operations, Partner Support, Program Management, Business Applications, Disney+, ESPN+, Hulu, and Star+ Product Teams and other key stakeholders on the optimization and documentation of assisted support applications and workflows for the cloud-based CRM and Knowledge Base, cloud-based telephony systems, and Disney Streaming’s custom CRM billing system. The best fit for this role is a self-starter, intellectually curious, and has a strong solid understanding of service technologies. If you are someone who enjoys working in a fast-paced environment that requires using analytics and crafting content across the service platform lifecycle, then this is a great role for you! 

What You'll Do

  • Act as an operational partner on tooling projects supporting all Disney Streaming brands, including requirements gathering, functional and technical design input, and creation of workflow resources for operational business applications for all agent user-groups. 

  • Capture and analyze user feedback from mechanisms such as UATs, pilots, surveys, and feedback sessions. 

  • Serve as a subject matter expert and partner on tooling design, optimization, change management, implementation, and impact. 

  • Analyze data to identify trends to solve for potential gaps and opportunities for improvements in agent service platforms, and build reporting and produce insights on assisted support technology and process improvements, successes, oddities, and gaps 

Things to Bring

  • Familiarity with Customer Relationship Management tools or Contact Center technology 

  • Experience with Airtable, Tableau, Hue, Google Analytics, Excel or similar platforms 

  • Analytical and data-driven critical thinking skills 

  • Must be able to collaborate with a cross-functional group 

  • Solid verbal and written communication skills

  • Proficient in presentations

  • Must be able to work in a team environment as well as independently 

  • Must be able to organize and manage work effectively  

  • Must be able to work proactively with multiple tight deadlines  

  • 1+ years of experience as a Business Systems Analyst, Reporting Analyst, Business Intelligence Analyst, or similar field 

Nice-to-Haves

  • Bachelor’s degree in Business, Analytics, Communications, or related field 

  • Ability to influence stakeholders on business plans and make collaborative decisions 

  • Experience using ServiceNow and SalesForce 

About Disney Media & Entertainment Distribution:

Comprised of the Company’s international business units and various direct-to-consumer streaming services, Disney Media & Entertainment Distribution (DMED) aligns technology, media distribution and advertising sales into a single business segment to create and deliver personalized entertainment experiences to consumers around the world.

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 Hulu, LLC, which is part of a business we call Disney Media & Entertainment Distribution.

Hulu, LLC 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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