Program Manager – Workflow Optimization
The Walt Disney Company
Program Manager – Workflow Optimization
The Walt Disney Company
full-time
Posted on:
Origin: • 🇺🇸 United States • California, New York
Visit company websiteSalary
💰 $81,700 - $120,500 per year
Job Level
SeniorLead
About the role
- Lead the design, implementation, and continuous improvement of workflows and policies that support both Assisted and Self-Service experiences
- 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
- Ensure operational excellence, legal compliance, and a seamless experience for agents and viewers
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 Qualifications: Scrum and/or Agile certification
- Preferred Qualifications: Airtable management knowledge or experience
