The Walt Disney Company

Program Manager – Workflow Optimization

The Walt Disney Company

full-time

Posted on:

Origin:  • 🇺🇸 United States • California, New York

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Salary

💰 $81,700 - $120,500 per year

Job Level

SeniorLead

About the role

  • Deliver optimal workflows and policies for Assisted Service and identify analogous account action workflows for Self Service where applicable
  • Collaborate with Legal, Business Operations, and Launch Readiness teams to ensure workflow and policy changes meet legal and business requirements
  • Partner with tech product stakeholders to request and prioritize tooling adjustments that support workflow and policy optimization
  • Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of workflow and policy changes to Operations and frontline agents

Requirements

  • Bachelor’s Degree or 7+ years of equivalent experience in program management in a contact center environment, contact center workflow design, or contact center operations strategy
  • Experience working with international Business Process Outsourcers
  • Experience working with contact center technology such as Salesforce and Nice platforms
  • Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment
  • Strong understanding of customer service operations and tooling ecosystems
  • Excellent communication, stakeholder management, and problem-solving skills
  • Experience with change management, training coordination, and communications strategy is a plus
  • Preferred: Scrum and/or Agile certification
  • Preferred: Airtable management knowledge or experience