Viewer Experience Manager, Sports & Third Parties EMEA

Job Summary
Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognised and respected all over the world, including Star Wars, Marvel, Pixar, Disney, and NatGeo.

Our direct-to-consumer (DTC) team is looking for hardworking team players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and 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. 

The Viewer Experience team is looking for a Life Cycle Partnerships Manager to drive our third-party viewers' experience, along with local live sports for the EMEA region. By leading internal and external stakeholder management, viewers' escalations, optimising workflows with a wide range of teams, mentoring team members, and escalating the Voice of the Customer. You are someone who prioritises operational efficiency and enhancing the overall viewer experience. You are a proactive, solutions-oriented leader looking to make a significant impact on customer experience operations and team development and can put data behind these initiatives that will drive the team and business forward. 

This is an office-based role. 4 days working in the Hammersmith, London office with 1 day working from home.

The Opportunity & Responsibilities:

Distribution Partnerships 

• Once partnerships are implemented, lead the relationship with third parties from a customer experience standpoint, acting as the main POC for all customer experience-related topics 
• Review Performance and main operational KPIs that impact the experience of viewers billed by these third parties, sharing best practices and constantly looking to improve the experience and raise the voice of the customer to internal and external teams 
• Coordinate implementation plans with global teams such as product teams, workforce management, self-service, launch readiness, training, quality, among others 
• Become the main POC for local commercial teams, providing them with insights and collaboration to ensure that customer experience is in the core of any business decision 
• Align all strategies and implementations with regional BPO Partner Management teams to ensure our operations provide and receive feedback related to third-party partners 

Sports 

• Understand viewers' frictions and nuances of sports compared to general viewers' experience, to provide insights to VX and Business teams, to create the best possible experience 
• Become the main POC for local / regional sports teams, providing them with insights and collaboration to ensure that customer experience is in the core of any business decision  
• Replicate and expand LATAM learnings into EMEA markets, identifying BPO agents' challenges and making sure we are capturing what we need to raise the VOC of sports viewers, partnering with several teams to produce sports training, quality guidelines and talking points 

The Experience We Require From You:

• Strong passion for customer service with strong experience in Customer Experience roles 
• Proven experience in diverse customer experience roles, managing internal and external senior stakeholders. 
• Strong leadership and problem-solving skills, with the ability to guide teams through escalations and process changes 
• Exemplary at both providing and receiving feedback 
• Strong communication skills, with the ability to liaise between internal stakeholders and external partners effectively 
• Able to take on additional responsibilities and projects while balancing normal workload 
• Experience in big companies, knowing how to “navigate” in matrix organizations 
• Data-driven approach 
• Strategic with short-, mid- and long-term view 
• Well-versed in the team’s best practices and has a strong understanding of product 
• Experience with workflow optimisation, quality control processes, and operational reporting 
• Strong project management skills 

The Perks

• 25 days annual leave
• Private medical insurance & dental care
• Free Park Entry: You will have the opportunity to enter any of our parks with your family and friends for free
• Disney Discounts: you are entitled to discounts on designated Disney products, resort F&B and ticketing
• Excellent parental and guardian leave
• Employee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health & Wellbeing Group, TRUST.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.

We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.