Partner Manager

About the Role & Team 

We are seeking an experienced professional for the position of Partner Manager within Viewer Experience (Customer Support) for Disney Direct to Consumer. A "Partner Manager" in a BPO (Business Process Outsourcing) setting is responsible for building and maintaining strategic relationships with external partners to ensure smooth operations, maximize customer experience, and achieve business goals by collaborating closely with internal teams within the BPO to deliver excellent service and meet performance expectations; essentially acting as a liaison between the BPO and its partners, focusing on relationship management and driving mutual benefits.  

In this role, you will manage the daily operation of a number of our BPO sites, driving accountability and outcomes through consistent, professional dialogue, coaching, proactive action planning, root cause analysis and problem-solving. The goal is the best possible customer experience by making sure our viewers contacts are handled in a positive and effective manner.  

Also, this role is key to our mission: raising the voice of the customer from our partners agents, straight into the business, seeking for constant improvements. This will include coordinating the operations between Disney local / global teams and Disney partner teams who manage the day-to-day interactions with our customers, always 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. 

This role will be based in our London Hammersmith office, 4 days a week, with either a Monday or Friday working from home.

What You'll Do: 

• Relationship Management: Regularly communicating with partners, understanding their needs, addressing concerns, and proactively managing expectations to foster strong, long-term relationships ensuring a continuous improvement mindset. 

• 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 across the assigned region. 

• Performance Monitoring: Tracking key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality and Speed to Answer Rates related to partner performance, identifying areas for improvement, co-developing action plans for improvement, monitoring outliers and collaborating with partners to optimize results across the advocate population. 

• Internal Collaboration: Working closely with internal teams like Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications and PMO to ensure seamless partner integration and alignment with company strategy. 

• Partner Training and Support: Providing ongoing training and support to partners on BPO services, processes, and systems to ensure their ability to effectively sell and deliver solutions. 

• Issue Resolution: Identifying and resolving any partner-related issues promptly, acting as a point of contact for partner concerns and providing coaching or best practices to help elevate response. 

• Market Analysis: Staying updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities. 

• Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results. 

• Provide insights and recommendations for executive meetings (MBR/QBR). 

• Drive accountability and improvements in agent-level performance via scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc. 

• Bring the voice of the customer and advocates to the stakeholders to develop new features, processes, and tools to improve the viewer experience. 

• Responsible for auditing areas of the SOW, playbooks, etc. 

• Collaborate in the gathering of info for new help center articles creation (FAQs / KBs). 

• Ensure the BPOs readiness for special events such as Partners launches, promos, and communications reinforcements. 

• Administrative support tasks: POs / Invoicing Follow up / Payments. 

What You'll Need: 

• Bachelor’s degree in Business Administration, Business Management or similar (ideal) 

• 5+ years working in high volume customer-facing environment, with operational leadership experience 

• 5+ years operational leadership experience  

• Experience in building and managing internal or external teams 

• Excellent communication and interpersonal skills to build rapport with partners  

• Analytical skills to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership. 

• Flexible - Willing to support the operation including travel to overseas BPO sites, some weekends, nights, and holidays 

• Project management skills to oversee partnership initiatives  

• Proven ability to lead through influence and advocacy 

• Problem-solving skills for multiple, complex issues including escalations management 

• Able to work in an environment of change and the ability to deliver to tight deadlines 

Preferred Qualifications: 

• 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners 

• Strong business acumen and understanding of the BPO industry