Manager, Customer 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 will you contribute to our magical experience? 

We are looking for a proactive and data-driven Customer Experience Manager to lead and elevate the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service. 

You will act as the main point of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you’re a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you.

The Manager Customer Experience will be responsible for:

• Lead and manage relationships with third-party partners as the main CX point of contact.
• Monitor performance KPIs, share best practices, and drive continuous improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Provide insights to local commercial teams to keep customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

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

• 5+ years in high-volume customer service environments with leadership experience in fast-paced operations.
• Skilled in building and managing BPO partner teams.
• Proven ability to lead through influence and drive continuous operational improvements.
• Advanced English for effective communication with US and global teams.
• Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Familiarity or interest in sports industry and sports viewer needs is a plus.
• Positive, empathetic, resilient, and collaborative with diverse teams and partners.
• Experience managing third-party relationships and developing customer-focused training and quality programs.

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