The Walt Disney Company (Germany) GmbH
Principal Product Manager, Customer Support Tooling
The Walt Disney Company (Germany) GmbH, Seattle, Washington, us, 98127
Overview
Principal Product Manager, Customer Support Tooling — Disney Entertainment & ESPN Product & Technology. Technology is at the heart of Disney’s past, present, and future. The team is a global organization of engineers, product developers, designers, technologists, data scientists, and more, building and advancing the technological backbone for Disney’s media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. Here are a few reasons why you’d love working here:
Building the future of Disney’s media:
Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.
Reach, Scale & Impact:
Disney’s technology and products serve as a signature doorway for fans and stories across Disney+, Hulu, ESPN, ABC, ABC News, and more.
Innovation:
We develop and implement groundbreaking products and techniques that shape industry norms and solve complex problems. Commerce, Data & Identity (CDI) provides the core product management functions for areas crucial to Disney’s media businesses, including digital commerce, identity, growth, messaging, privacy, and the data engineering, science, and products for Disney Entertainment & ESPN, interconnected with other Disney divisions. The ideal candidate is a visionary leader with a proven track record of building scalable, high-performing platforms. You will combine deep technical understanding with a rigorous, metrics-driven approach to product development, identify opportunities for innovation, optimize agent workflows, and ensure our tooling is robust and adaptable to diverse customer needs. We value disciplined, detail-oriented product leadership. Responsibilities
Define and champion the product vision, strategy, and roadmap for our customer support tools, aligning with business objectives and customer needs.
Drive cross-functional initiatives from ideation and requirements gathering to launch and post-launch optimization.
Collaborate with customer support leadership, agents, and internal stakeholders to understand workflows, pain points, and evolving tooling needs.
Translate complex business problems and user needs into clear product requirements, user stories, and acceptance criteria.
Drive product decisions through data-driven analysis, define KPIs for customer support tooling, monitor performance, and iterate based on insights.
Identify technical opportunities and challenges, working with engineering to architect scalable solutions and ensure tooling reliability.
Champion operational efficiency within the customer support tooling ecosystem, pursuing simplification and automation opportunities.
Communicate strategies and progress to senior leadership and cross-functional partners.
Stay current with industry trends and best practices in large-scale platform development.
Act as a subject matter expert for customer support tooling and core commerce processes.
Basic Qualifications
10+ years of product management experience, including complex B2B or internal tooling platforms, commerce systems, or large-scale operational tools.
Bachelor’s Degree
Proven experience defining and executing roadmaps with measurable business impact and improved user experience.
Ability to lead cross-functional teams across engineering, design, operations, analytics, and legal/compliance.
Strong technical aptitude to engage in engineering discussions and understand architectural considerations.
Excellent analytical skills with a track record of using data and testing to drive decisions.
Excellent written and verbal communication across diverse audiences.
Experience in dynamic, fast-paced environments with multiple priorities and adaptability.
Proficiency with agile methodologies and product management tools (e.g., Jira).
Preferred Qualifications
Experience with customer service platforms, CRM systems, or agent-facing tools in high-volume environments.
Background in subscription-based businesses or digital streaming services.
Experience with global platforms and international market nuances.
Proven track record of leveraging AI/ML (NLP, GenAI, and/or predictive analytics) to improve customer service and agent productivity.
Additional Information
#DISNEYTECH #CDI The hiring range for this position in San Francisco, CA is $201,900 - $270,700 per year; in NYC and Seattle, WA it is $193,100 - $258,900 per year; and in the Los Angeles area it is $184,300 - $247,100. The base pay offered will consider internal equity and may vary by geographic region, job-related knowledge, skills, and experience. A bonus and/or long-term incentive units may be provided, in addition to the full range of medical, financial, and other benefits, dependent on level and position offered. Disability Accommodation for Employment Applications
— The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers. If you need a reasonable accommodation to search or apply for a position, visit the Disney candidate disability accommodations FAQs. We will respond to requests related to accessibility of the online application system due to a disability.
#J-18808-Ljbffr
Principal Product Manager, Customer Support Tooling — Disney Entertainment & ESPN Product & Technology. Technology is at the heart of Disney’s past, present, and future. The team is a global organization of engineers, product developers, designers, technologists, data scientists, and more, building and advancing the technological backbone for Disney’s media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. Here are a few reasons why you’d love working here:
Building the future of Disney’s media:
Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come.
Reach, Scale & Impact:
Disney’s technology and products serve as a signature doorway for fans and stories across Disney+, Hulu, ESPN, ABC, ABC News, and more.
Innovation:
We develop and implement groundbreaking products and techniques that shape industry norms and solve complex problems. Commerce, Data & Identity (CDI) provides the core product management functions for areas crucial to Disney’s media businesses, including digital commerce, identity, growth, messaging, privacy, and the data engineering, science, and products for Disney Entertainment & ESPN, interconnected with other Disney divisions. The ideal candidate is a visionary leader with a proven track record of building scalable, high-performing platforms. You will combine deep technical understanding with a rigorous, metrics-driven approach to product development, identify opportunities for innovation, optimize agent workflows, and ensure our tooling is robust and adaptable to diverse customer needs. We value disciplined, detail-oriented product leadership. Responsibilities
Define and champion the product vision, strategy, and roadmap for our customer support tools, aligning with business objectives and customer needs.
Drive cross-functional initiatives from ideation and requirements gathering to launch and post-launch optimization.
Collaborate with customer support leadership, agents, and internal stakeholders to understand workflows, pain points, and evolving tooling needs.
Translate complex business problems and user needs into clear product requirements, user stories, and acceptance criteria.
Drive product decisions through data-driven analysis, define KPIs for customer support tooling, monitor performance, and iterate based on insights.
Identify technical opportunities and challenges, working with engineering to architect scalable solutions and ensure tooling reliability.
Champion operational efficiency within the customer support tooling ecosystem, pursuing simplification and automation opportunities.
Communicate strategies and progress to senior leadership and cross-functional partners.
Stay current with industry trends and best practices in large-scale platform development.
Act as a subject matter expert for customer support tooling and core commerce processes.
Basic Qualifications
10+ years of product management experience, including complex B2B or internal tooling platforms, commerce systems, or large-scale operational tools.
Bachelor’s Degree
Proven experience defining and executing roadmaps with measurable business impact and improved user experience.
Ability to lead cross-functional teams across engineering, design, operations, analytics, and legal/compliance.
Strong technical aptitude to engage in engineering discussions and understand architectural considerations.
Excellent analytical skills with a track record of using data and testing to drive decisions.
Excellent written and verbal communication across diverse audiences.
Experience in dynamic, fast-paced environments with multiple priorities and adaptability.
Proficiency with agile methodologies and product management tools (e.g., Jira).
Preferred Qualifications
Experience with customer service platforms, CRM systems, or agent-facing tools in high-volume environments.
Background in subscription-based businesses or digital streaming services.
Experience with global platforms and international market nuances.
Proven track record of leveraging AI/ML (NLP, GenAI, and/or predictive analytics) to improve customer service and agent productivity.
Additional Information
#DISNEYTECH #CDI The hiring range for this position in San Francisco, CA is $201,900 - $270,700 per year; in NYC and Seattle, WA it is $193,100 - $258,900 per year; and in the Los Angeles area it is $184,300 - $247,100. The base pay offered will consider internal equity and may vary by geographic region, job-related knowledge, skills, and experience. A bonus and/or long-term incentive units may be provided, in addition to the full range of medical, financial, and other benefits, dependent on level and position offered. Disability Accommodation for Employment Applications
— The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers. If you need a reasonable accommodation to search or apply for a position, visit the Disney candidate disability accommodations FAQs. We will respond to requests related to accessibility of the online application system due to a disability.
#J-18808-Ljbffr