Sr. Vice President, Viewer Experience

About Disney Direct to Consumer:

Disney’s Direct to Consumer team oversees the Hulu and Disney+ streaming businesses, as well as our Bundles and 3P streaming add-ons, within Disney Entertainment helping to bring The Walt Disney Company’s best-in-class storytelling to fans and families everywhere.

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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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 Senior Vice President of Viewer Experience (VX)  for DTC leads multi-faceted teams including self- and assisted service, contact center technology, VX vendor management, VX workforce planning, quality, training, and daily customer service operations in over a hundred geographies to deliver exceptional customer experiences for Disney’s streaming services. In addition, this team also provides customer support for over 100 apps, games, and websites located in business units outside of DTC including Disney Entertainment, Disney Experiences, and Disney Corporate for products such as Marvel, Movies Anywhere, Disney Debut, Games, and Disney.com. This role is part of the senior DTC leadership team and requires a combination of technology, business, and operations expertise to work closely with other senior leaders to influence strategy and roadmaps that support the profitability goals of DTC while delighting customers. 

 
Responsibilities

• Lead the team through development and execution of service strategy using customer journey mapping for both innovative self-service and delightful human service experiences that reflect the Disney brands.
• Directly responsible for supporting 195M+ customers in 25+ languages located in 150+ geographies across all 4 Regions.

• Inspire and lead a team of 7000+ (internal employees and external BPO workforces)) across multiple functions and geographies. 
• Drive the development and adoption of technology to continue innovating the customer service experience, particularly through the focussed use of AI-enabled self service.  This includes lead development and optimization of the technology roadmap for the many internal and external tools (virtual agents, help centers, content management, collaboration, analytics, data warehouse, quality, training, workforce planning, contact centers as a service, CRM, Baymax+ etc.)  used by the viewer experience team.

• Optimize the VX global budget for maximum impact in close collaboration with the global business and regional teams.

• Develop and manage an efficient and effective labor model which strategically leverages outsourcing and offshoring to lower cost-to-serve without compromising quality of service.  This includes overseeing the daily operations for agents and support staff located in 30 global sites including major hubs in Philippines and Colombia. 

• Foster and maintain close working relationships with the EMEA, APAC, and LATAM DTC Business leaders to understand their needs and deliver against regional and country requirements. 

• Consistently deliver on key customer experience (>95% positive experience) and financial metrics (within 2% of annual plan). 

• Mine the millions of customer contact data points to deliver strategic insights and partner with product, brand, and regional teams to continuously improve the product and customer experience. 

• Support DTC profitability through efficient cost management and increasing lifetime value of the customer through retention, cross-sell, and up-sell in close partnership with other business segments, especially Disney Experiences. 

• Serve as executive point of contact for the customer experience industry and required customer-facing communication

• Partner closely with the Disney Entertainment CTO and their direct leadership team to influence product roadmaps and strategy.

• Develop and maintain C-level relationships with all the major software and outsourcing partners to ensure DTC needs are prioritized and met. 

• Work closely with the Disney Corporate AI Tiger Team to deploy pilots to leverage the groundbreaking evolution in Artificial Intelligence for customer service and move them into production to drive personalization and higher efficiencies. 

• Provide the most engaging content in the help centers and develop AI driven virtual agents to lower the need for human intervention. 

• Ensure all business and product launches have comprehensive support in place to ensure business objective are met.

Qualifications:

• 15+ years executive leadership in technology including deep understanding of new and existing technology areas like AI (artificial intelligence), CCaaS (contact center as a service), CRM (customer relationship management), etc. and experience building roadmaps and scaling solutions using these technologies. 

• 15+ years operational leadership of global teams of thousands (in-house and outsourced) with expertise in outsourcing and building efficient and effective labor models. 

• 8+ years executive leadership in customer experience (traditional customer support and innovative self-service) including help center strategy & content, virtual assistants, launch management, training, quality, vendor & workforce management, and analytics that inform customer experience and business improvements.

• Demonstrated ability to build a high-performance culture across a global, multi-function workforce of 7,000+ FTEs. 

• Proven experience scaling technology enabled global operations in a high-growth environment, including continuously improving customer experiences while lowering costs.

• Gravitas, executive presence, and industry connections to build and maintain C-level relationships across the industry with peers and partners.  

Location: Los Angeles - Extensive domestic and international travel required. 

The hiring range for this position in California is $459,7700 to $616,500 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.