Product Manager, Conversational Support

The Walt Disney Company

Product Manager at Disney managing conversational support across chat and voice channels. Driving product execution and optimizing customer experience with AI and automation technologies.

Posted 6/24/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$57,000 - CA$78,300 per yearWebsite

About the role

Key responsibilities & impact

Own and execute the roadmap for support experiences across chat and voice channels, defining the vision for how viewers move between self-service and live support.
Design and optimize conversational experiences, including live chat interactions, transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback flows to reduce friction and improve resolution.
Define integration requirements and partner with engineering to deliver cross-system integrations spanning authentication, routing, context sharing, CRM, localization; This includes evaluating API connections, data flows, and architectural tradeoffs across systems.
Drive product execution from requirements through launch, partnering with Engineering, Design, Content, WFM, and Localization teams to deliver scalable solutions.
Identify and evaluate opportunities to apply AI and automation across the support experience, translating emerging capabilities into concrete product improvements.
Design and implement feedback mechanisms — including CSAT collection for virtual and live agents and quality assessments — and use insights to drive measurable improvements in support quality and customer satisfaction.
Define and track product performance metrics; use data and experimentation to identify gaps, validate decisions, and communicate impact to stakeholders.

Requirements

What you’ll need

Bachelor’s degree or equivalent practical experience.
3+ years of product management experience for consumer-facing or enterprise products at global scale.
Demonstrated experience owning integrations and understanding data flows across systems, equipped to write detailed requirements, read system architecture diagrams, and drive engineering discussions.
Familiarity with contact center technologies, CRM platforms, conversational AI or virtual assistant platforms.
Strong analytical skills, defining metrics, running experiments, and using data to prioritize and validate product decisions.
Experience driving cross-functional execution across engineering, design, content, and localization teams.
Excellent written and communication skills with a proven ability to translate technical complexity for non-technical stakeholders and vice versa.

Benefits

Comp & perks

A full range of medical, financial, and/or other variable pay or benefits, may be offered dependent on the level and position offered

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementAPI integrationdata flow analysisrequirements writingsystem architectureanalytical skillsmetrics definitionexperiment runningcross-functional executioncustomer satisfaction measurement

Soft Skills

communication skillsanalytical thinkingproblem-solvingstakeholder managementcollaborationadaptabilityattention to detailleadershipcreativitycustomer focus

Certifications

Bachelor's degree