Program Manager – Workflow Optimization

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.

The Program Manager – Workflow Optimization will lead the design, implementation, and continuous improvement of workflows and policies that support both Assisted and Self-Service experiences. This role is critical in ensuring operational excellence, legal compliance, and a seamless experience for agents and viewers alike. The ideal candidate will be a strategic thinker with strong cross-functional collaboration skills and a passion for scalable, user-centric solutions.

What You Will Do

• Workflow and Policy Development - Deliver optimal workflows and policies for Assisted Service and identify analogous account action workflows for Self Service where applicable. 
• Cross-functional Stakeholder Engagement - Collaborate with Legal, Business Operations, and Launch Readiness teams to ensure all workflow and policy changes meet legal and business requirements while optimizing the agent and viewer experience. 
• Tooling & Tech Partnership - Partner with tech product stakeholders to request and prioritize tooling adjustments that support workflow and policy optimization. 
• Change Management & Communication - Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of workflow and policy changes to Operations and frontline agents.

Require Qualifications and Skills

• Bachelor’s Degree or 7+ years of equivalent experience in program management in a contact center environment, contact center workflow design, or contact center operations strategy 
• Experience working with international Business Process Outsourcers 
• Experience working with contact center technology such as Salesforce and Nice platforms 
• Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment 
• Strong understanding of customer service operations and tooling ecosystems 
• Excellent communication, stakeholder management, and problem-solving skills 
• Experience with change management, training coordination, and communications strategy is a plus 

Preferred Qualifications: 

• Scrum and/or Agile certification 
• Airtable management knowledge or experience 

Disability accommodation for employment applications

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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 champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

The hiring range for this position in San Antonio, TX is $81,700.00 to $109,500.00 per year and in Santa Monica and Glendale, CA is $85,800.00 to $115,000.00 and in New York, NY is $89,900.00 to $120,500.00 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.