Manager, Quality & Experience

Disney Direct to Consumer (DTC) 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 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 DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, 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:

The Disney Direct to Consumer (DTC) Viewer Experience team is seeking a Manager, Quality & Experience.  This role will lead a team of leaders and quality specialists, and they will oversee the day-to-day running of the Quality operation.  They will ensure that the team is delivering on service goals and KPIs for the business. They are passionate about developing team members, providing mentorship and leadership to their team through ongoing coaching and support. They help their leaders, quality specialists, and those around them to continuously raise the bar in support of our Operations partners, unlocking their team’s potential to deliver the highest level of satisfaction and support. They will prioritize tasks, deal with ambiguous situations, and calmly navigate high impact situations. The Manager of Quality will partner with other departments within Viewer Experience such as the partner management team, operations team, training team, communications team as well as cross org partners, helping with quality alignment, calibration, identifying and updating documentation, identifying and updating workflow requirements, data analysis (understanding of SLA’s and core operational metrics), and problem solving. They will also be responsible for helping drive the vision for the Quality & Experience team with a lens for continuous process improvement through technology. They are adept in leading project initiatives to help improve the business and push it forward.  The right person for this role is an empathetic and performance driven leader focused on providing extraordinary customer support.

Responsibilities and Duties of the Role: 

• Manage and mentor a team of managers and quality specialists.  Work in tandem with the Senior Manager, Quality & Experience to partner with Global Quality teams on execution of the Quality strategy, vision and execution across Hulu (United States) and Disney+ in multiple geographies (North America, EMEA, Latin America, Asia Pacific).

• Scope, architect, and lead high-impact initiatives that are important to the business as assigned by the Senior Manager, Quality and Experience

• Collaborate with other operational and BPO partner leaders, both internal and vendor, by driving consistency in meeting goals, and performance standards to align with the Company’s Mission, Vision, and Values.

• Identify operational opportunities using advocate insights and viewer data/feedback to drive improvements to contact best practices and workflow using technologies.

• Represent the Quality team in weekly and business reviews and executive level presentations as required. Develop presentations and artifacts as needed to support representation of the team. 

• Other duties as assigned.

Required Education, Experience/Skills/Training: 

• Bachelor's Degree or equivalent experience 

• 5+ years' experience managing contact center teams  

• 2+ years' experience managing a Quality Analytics team, or equivalent experience in managing contact center teams

• Ability to communicate effectively across teams, handle crucial conversations, and drive performance through clear, strategic collaboration.

• Experience with Customer Relationship Management (CRM) database software (such as Salesforce) or similar database experience.

• Proficiency in managing reports from a database (e.g. Tableau), Creating custom reports from Salesforce, Digital content knowledge base software platforms, and Microsoft suite, Google Suite applications, or similar.

Nice to Haves:

• Proven experience working with international Business Process Outsourcers. 

• Experience with Quality and Speech Analytics tools such as Nexidia. 

Disability accommodation for employment applications

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The Walt Disney Company 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.