Content Operations Associate

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally.

The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world.

Here are a few reasons why we think you’d love working here:

1. Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.

2. Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally.

3. Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems.

Content Platforms & Operations is responsible for the development and ongoing advancement of the technical and operational functions driving the worldwide distribution and monetization of Disney’s linear networks and theatrical content. This includes Disney’s media supply chain and storage, network and theatrical distribution operations, media localization, network transmission and origination, and more. The global team also plays a critical role as the primary collaboration point for Product & Technology with Disney’s EMEA, APAC, and LATAM regional business teams.

Within Content Platforms & Operations, the Streaming Operations - Solutions & Data Management (SO-SDM) team is responsible for leading content experience and storefront management via rights administration, content availability management, validation, and publishing, issue remediation and end to end streaming supply chain orchestration to execute a cohesive strategic content approach for the service(s).

Within the larger SO-SDM team, this role manages validation and content availability publication, quality checks, off-hours support and offering intended consumer experience while maintaining scale and launches of content across Disney+, Hulu, Hulu on Disney+ , ESPN on Disney+ and Hotstar.

What You Will Do

A part of the Streaming Operations - Solutions & Data Management team, the Content Operations Associate will be responsible for  managing publication of content availability and content metadata, consumer-facing content experience management and service restoration across our iconic brands, including Walt Disney Animation Studios, Walt Disney Pictures, Marvel Studios, Lucasfilm, Pixar, Disney Branded Television, National Geographic, 20th Century Studios, Searchlight Pictures and more.

You will be responsible for daily operations and coordination across DEEPT Streaming Ops and direct-to-consumer (DTC) supply chain teams to manage the end-to-end content pipeline of our assets’ availability and remediation (including on-shift/off-hours support). You will also participate in implementing process improvements in support of the SO-SDM team and the overall direct-to-consumer digital supply chain.

We’re looking for talented team-player(s) with an entrepreneurial spirit, who will thrive upon the legacy of our company yet embrace unconventional thinking. You’re curious, passionate, driven and in pursuit of operational efficiencies through technology; and motivated about contributing to The Walt Disney Company’s direct-to-consumer experience through hard-work and determination.

Key Responsibilities:

• Perform operational review, validation and publication of streaming content availability and content metadata to Disney owned and operated direct-to-consumer (DTC) platforms
• Perform day-to-day technical operations support, including triage and troubleshooting of complex operational issues, run point on escalations and resolve requests. Where not possible, escalate and coordinate with product, engineering or external vendors.
• Provide support for urgent and immediate content takedown or sunrise procedures (on-shift/off-hours support). Respond to and de-escalate inbound escalations (tickets) in a timely manner.
• Be a voice of operations improvements within Disney’s Direct-To-Consumer (DTC) Streaming digital supply chain and content toolset, independently and proactively analyze operational workflows to propose scalable solutions to operational issues
• Bridge technical or process gaps through direct individual contribution. Monitor service performance and recommend areas of focus for continuous improvement initiatives.
• Assist in maintaining operational playbooks and deliver key performance metrics (KPM) to track health and growth. Maintain detailed support documentation for both internal and external use to strategically identify and understand trends.
• Document workflows and key processes necessary to enable DTC Streaming operations. Aid with rollout and training of technical enhancements inclusive of process, product, support and training
• Support quality testing enhancement requests and perform user acceptance testing for DTC Platform Product & Engineering teams and facilitate their integration into the pipeline
• Develop and maintain strong professional partnerships with sales, support, engineering, product management and analytics leaders

Basic Qualifications:

• Minimum 3 years operations and/or technical solutions experience
• Bachelor's Degree, preferably in Computer Science, Business, TV/Film Production, Communications, or equivalent experience
• Outstanding communication skills and the ability to effectively present requirements, challenges and solutions across internal and external teams and partners
• Ability to deliver incredibly high-quality results in a heavy multitasking environment
• Moderate experience with process design, data collection / mapping, and analysis
• Productivity applications (MS-Office, Google Docs, etc.)
• A personal affinity for the brands and franchises of The Walt Disney Company

Specialized Knowledge, Experience / Skills / Training

• Knowledge of digital content lifecycle, direct to consumer supply chain framework, data flow from production through distribution, including post production, content availability QC, packaging, and component based delivery
• Understanding of video and audio formats, streaming technology
• Experience with SaaS-based project management and collaboration tools (Smartsheets, Confluence, Jira, Gliffy/Lucidchart)
• Experience with business intelligence solutions and data visualization tools such as Snowflake, Tableau, Domo, Looker etc. to contribute to Disney Streaming Services growth
• Familiarity with Agile, Kanban and Scrum methodologies
• A strong high-level technical understanding of all aspects of streaming media, including video and audio formats, ad tiers, encoding, packaging, delivery, ingest, quality control, etc.

About The Walt Disney Company:

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: media networks, parks and resorts, studio entertainment, consumer products and interactive media. 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. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

The hiring range for this position in California is $71,00 to $95,100 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. The base pay actually offered will take into account internal equity and also may