Global Manager, Workforce 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, Day to day leader for Incident Management Analysts 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 combined Disney Streaming Services and Hulu’s Viewer Experience team is seeking a Global Manager, Workforce Optimization (GMWFO), who will be an exceptional addition to our team. As a GMWFO, you will provide vision and guidance to our team using prior work experiences to mentor and develop WFO leaders and team members across the overall Viewer Experience (VX) organization. In this role, you will be working across Hulu, Disney+, and ESPN+ streaming services. The right person for this role will effectively collaborate with key VX leaders and business partners across organizations/companies to drive improvements and efficiency in the operation. You will provide strategic direction to the organization in the areas of Real-Time Management, Intraday Analysis, Forecasting, and Scheduling. You will partner closely with the Capacity Planning leader to ensure effective staffing projections to achieve service level and performance goals. If you are someone who can think strategically, efficiently scale an organization, and meet the needs of our viewers across multiple products, geographies, and channels, this is a great role for you.

As the leader of the Workforce Optimization Team in San Antonio, Texas, you will possess a highly proficient knowledge and execution of Workforce Theory and Best Practices to include all contact center operations and metrics. You will lead an operation that operates 24x7x365 across multiple domestic and international sites/locations across multiple products.

What You Will Do

• Build, mentor, and lead a team of leaders that support WFO Analysts responsible for overall staffing needs across Hulu, Disney+, ESPN+, and Star+in multiple geographies (North America, EMEA, Latin America, Asia Pacific)
• Drive and support initiatives across all internal/external partners to improve the customer experience
• Lead analytical, data-driven, and tactical planning teams
• Collaborate and connect with multiple teams internally, externally, and across BPOs, Domestic and Internationally, to gain consensus and ensure staffing strategies are implemented
• Create strategic recommendations to improve productivity while balancing service levels and costs
• Present root cause, and deep-dive analysis findings to key business partners to improve effectiveness
• Create an environment where team members are flexible and able to adjust in real-time to the changing needs of the business to improve the employee and customer experience
• Troubleshoot and provide feedback for complex problems related to product launches or marketing initiatives, technology, natural disasters, finance or billing changes and impacts, cyclical effects, etc.
• Work with senior leadership to develop policies, procedures, and training sessions that will meet the needs of their department
• Supervise the training, development, and performance of employees; provide consistent mentoring and feedback
• Handle complex, escalated, or urgent issues related to contact center management
• Interview and hire workforce personnel, as needed

Required Qualifications & Skills

• Bachelor's degree or 5 years of experience leading WFO teams
• 8 years of Workforce Management experience, including 5 years in a leadership role
• Extensive knowledge of contact center operations, including metrics and mathematics
• Validated focus on putting viewer and experience first, steadfast focus on delighting customers, and a strong bias for action
• Developed capacity to work and interact with people at various levels of a professional organization, from associates to senior leadership. Success in working cross-functionally and independently across numerous teams with various functional partners
• Ability to collaborate across the organization, specifically teaming up with Tech to respond to incidents and drive improvements
• Experience exercising strong oral, written, listening, and interpersonal skills
• Adaptable to a constantly evolving and consistently fast-paced environment
• MS Excel and/or MS Access skills required
• Working knowledge of Verint, IEX, Aspect, Calabrio, or other scheduling software
• Proven experience working with international Business Process Outsourcers
• Flexible – Willing to support the Operation, including some weekends, nights, and holidays
• Ability to travel within the U.S. and globally, if needed

Preferred Qualifications

• Experience with Salesforce, Five 9, Nice/CXOne, and ServiceNow

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