BUILD SOMETHING BIGGER THAN YOURSELF The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family.
How you will contribute to our magical experience: We are seeking an experienced professional for the position of Partner Supervisor within Viewer Experience (Customer Support) for Disney Media & Entertainment Distribution (DMED). In this role, you will manage the daily operation of our BPOs from the VX area, seeking the best customer experience in this field. Making sure our customers/viewers' cases are handled positively considering speed of answer and case resolution. This role is key to our mission: raising the voice of the customer from our partners' agents, straight into the business, seeking constant improvements. You will partner with other Leads across DTC to strategize across products and scale our growing operations. If you thrive on fostering a culture of high performance and are motivated to drive continuous improvements across functional teams and partners, then this is a great role for you.
The Sr. Analyst, Viewer Experience will be responsible for: Supervise BPOs operations, overseeing the daily KPIs and initiatives, deep diving into the main ones to analyze root causes and propose action plans to improve/fix.Identify opportunities to improve overall partner operations such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates.Work with partners to build a strong team culture that embraces shared values and standards, delivering a customer experience that represents the Disney brand across LATAM and NorAm.Lead weekly and monthly meetings with BPOs to check performance and conduct operational reviews.Lead short-term actions/initiatives to improve KPIs and provide visibility to stakeholders.Bring the voice of the customer and advocates to stakeholders to develop new features, processes, and tools to improve the viewer experience.Work together with BPOs Staff Leads (Quality, Workforce, and Training) to ensure operations perform tasks set by each Global Team.Ensure BPOs readiness processes for special events such as Partners launches, promos, and communications reinforcements.Administrative support tasks: POs/Invoicing Follow up/Payments.What we need from you to be part of this story: 3+ years working in a high-volume customer-facing environment.3+ years working in a Partner/Vendor company or managing relationships with them.1+ years of experience in building and managing teams, internal or external.Proven ability to lead through influence and advocacy.Proven ability to drive continuous improvement in operational processes.Flexible - Willing to support the operation including some weekends, nights, and holidays.Minimum: Bachelor's degree in Business Administration, Engineering, or similar.Advanced level of English.Additional Information: At Disney, we believe it takes great people to create memorable experiences, products, and services our consumers know and love. We foster a corporate culture of belonging and inclusiveness, empowering our staff and company to thrive. At Disney, everyone has the opportunity to speak up and participate, grow, and share ideas.
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