Workflow and Tooling Manager

December 20, 2024

Descripción del empleo:

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 Disney Streaming 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:

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The DTC, Viewer Experience (VX) team is seeking a Workflow & Tooling Manager, Assisted Support Programs. In this role, you will drive the execution of programs, processes, and internal tooling and product enhancements needed to continuously improve the experience for our viewers and our support staff. You will collaborate with Viewer Experience Operations, Partner Support, Program Management, Business Applications, Hulu and Disney+ Product and Tech Teams, and other key partners to strategize, design, and scale projects that will ensure Viewer Experience’s growing workforce has the tools and resources to be efficient and effective. You will represent Operations to optimize assisted support across multiple internal products, including Salesforce Service Cloud, NICE CXone telephony system, and proprietary subscription management and billing products. If you are someone who can think strategically, build a link between operations and technology, and meet viewers’ needs across multiple channels, geographies, and contact offerings, then this is an excellent role for you!

What You'll Do:

Provide oversight for ongoing products and programs and collaborate with internal VX partners to enhance and improve various business processes, policies, and workflows including Disney+ and Hulu product initiatives.
With minimal direction, lead the tooling, workflow, and policy requirements for new VX technology tools. Partner with multiple software vendors and internal product partners to drive successful implementations of new tools and features.
Develop, analyze, and improve operational strategies, procedures, and internal products – building both short and long-term solutions for continuous improvements and efficiency gains across multiple geographies (North America, EMEA, Latin America, Asia Pacific).
Engage in product management methodologies such as writing user stories/requirements, design direction, research/testing/experimentation criteria, backlog management.
Other duties as assigned

What You'll Need:

Bachelor’s degree or 5 years’ equivalent experience
Program or project management experience with the ability to write requirements and user stories
Project management experience in a contact center environment
Experience collaborating with partners to craft and implement workflows and policies
Ability to influence and partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes
Experience communicating information to stakeholders across organizational levels, up to and including executive leadership
Ability to make decisions and build consensus under minimal direction on sophisticated multi-team efforts
Strong communication –both verbal and written
Excellent judgment – comfortable giving feedback
Excellent prioritization skills and attention to detail
Ability to travel within the US and globally, and flex to the needs of the business

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

DISCLAIMER

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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