Viewer Experience Manager, Sports and Third Parties EMEA

The Walt Disney Company is seeking a Viewer Experience Manager for Sports and Third Parties in the EMEA region. Disney+ is the Disney-branded streaming service featuring content from Star Wars, Marvel, Pixar, Disney, and NatGeo.This is an office-based role. 4 days in the Hammersmith, London office with 1 day working from home.Overview

The Viewer Experience team is looking for a Life Cycle Partnerships Manager to drive our third-party viewers'' experience, along with local live sports for the EMEA region. By leading internal and external stakeholder management, viewers'' escalations, optimising workflows with a wide range of teams, mentoring team members, and escalating the Voice of the Customer, you are a proactive, solutions-oriented leader who can put data behind these initiatives to drive the team and business forward.Responsibilities

Once partnerships are implemented, lead the relationship with third parties from a customer experience standpoint, acting as the main POC for all customer experience-related topicsReview Performance and main operational KPIs that impact the experience of viewers billed by these third parties, sharing best practices and constantly looking to improve the experience and raise the voice of the customer to internal and external teamsCoordinate implementation plans with global teams such as product teams, workforce management, self-service, launch readiness, training, quality, among othersBecome the main POC for local commercial teams, providing them with insights and collaboration to ensure that customer experience is in the core of any business decisionAlign all strategies and implementations with regional BPO Partner Management teams to ensure our operations provide and receive feedback related to third-party partnersSports

Understand viewers'' frictions and nuances of sports compared to general viewers'' experience, to provide insights to VX and Business teams, to create the best possible experienceBecome the main POC for local / regional sports teams, providing them with insights and collaboration to ensure that customer experience is in the core of any business decisionReplicate and expand LATAM learnings into EMEA markets, identifying BPO agents'' challenges and making sure we are capturing what we need to raise the VOC of sports viewers, partnering with several teams to produce sports training, quality guidelines and talking pointsThe Experience We Require From You

Strong passion for customer service with strong experience in Customer Experience rolesProven experience in diverse customer experience roles, managing internal and external senior stakeholdersStrong leadership and problem-solving skills, with the ability to guide teams through escalations and process changesExemplary at both providing and receiving feedbackStrong communication skills, with the ability to liaise between internal stakeholders and external partners effectivelyAble to take on additional responsibilities and projects while balancing normal workloadExperience in big companies, knowing how to “navigate” in matrix organizationsData-driven approachStrategic with short-, mid- and long-term viewWell-versed in the team’s best practices and has a strong understanding of productExperience with workflow optimisation, quality control processes, and operational reportingStrong project management skillsThe Perks

25 days annual leavePrivate medical insurance and dental careFree Park Entry: You will have the opportunity to enter any of our parks with your family and friends for freeDisney Discounts: you are entitled to discounts on designated Disney products, resort FandB and ticketingExcellent parental and guardian leaveEmployee Resource Groups – WOMEN @ Disney, Disney DIVERSITY, Disney PRIDE, ENABLED, and our Mental Health and Wellbeing Group, TRUSTThe Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. Disney is committed to forming a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives. We will ensure that individuals with disabilities are provided the necessary accommodations to participate in the job application or interview process, to perform essential job functions, and to receive all benefits of employment. Please contact us to request accommodation.

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