Manager, Viewer Experience, Disney+

工作 ID 10103388 地點 Minato-ku, 日本 有意工作的公司 The Walt Disney Company (APAC) 日期已公佈 Nov. 05, 2024

申請

工作概要:

The Team

At Disney, we’re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

Disney+ is one of the leading premium video streaming services in the world. It is the dedicated home for streaming movies and shows from Disney, Pixar, Marvel, Star Wars, National Geographic, and more. Our Disney+ North Asia team is responsible for the launch and day to day operation of the service across Japan, China, Korea, Hong Kong and Taiwan specifically focused on customer acquisition and retention, marketing, partnerships, content programming, research and analytics.

Summary

We are seeking an experienced Manager, Viewer Experience, Disney+. In this role, you will manage the relationship with a partner(s) who supplement our small in-house team in providing support to viewers of Disney's Direct-to-Consumer offerings (primarily Disney+). This will include coordinating the operations between the Disney and partner teams and infusing the Disney mission, values and culture into the partner teams so they are reflected in the support that they deliver. If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you.

Responsibilities

Work with partners to build a strong team culture that embraces shared values and standards, so they deliver a customer experience that represents the Disney+ brand
Build, mentor, and lead top-performing teams of leaders responsible for viewer interactions, experience expectations, and overall brand support across Disney+ in Japan.
Develop relationships and management processes that enable Disney to hold partners accountable for performance
Build alliances with in-house and partner support teams to enhance Advocate and customer experiences
Create and share operational goals, performance standards and metrics to properly align with the company Mission, Vision, and Values
Ensure that Disney quality guidelines are implemented at partner location, collaborating with internal and partner quality teams and participating in calibration sessions across partners and sites
Partner with Disney command center in the US to resolve Advocate schedules and schedule offline activities for the partner location
Build effective communication plan for all ongoing and new projects with partner(s) to ensure Advocates have all necessary tools and training to support our viewers
Partner with finance to develop annual operating budget. Manage budget for Disney Streaming Services.
Conduct monthly and quarterly business reviews with partner
Travel is limited to potentially a few trips a year

Qualifications

7+ years working in high volume customer service environment
Leadership experience in operations management roles, in a fast-paced environment

Experience in building and managing business process outsourcer partner teams
Confirmed ability to lead through influence and advocacy
Confirmed ability to drive continuous improvement in operational processes
Flexible - Willing to support the Operation as needed, including some weekends, nights, and holidays
Bachelor’s degree or equivalent
(preferred but not required) Experience in Streaming Services, Satellite and/or on-demand entertainment
Fluent in Japanese and Business level English required

申請

關於The Walt Disney Company (APAC):

70 多年來，The Walt Disney Company 一直為亞太地區的消費者提供娛樂，並豐富人們的生活。現今的消費者可以在許多方面以及在澳洲、紐西蘭、中國大陸、日本、韓國以及東南亞的許多市場中發現新的品牌體驗。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 TWDC (Japan) Ltd.，其所屬的業務部門是 The Walt Disney Company (APAC)。

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