Disneyland Hong Kong
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. 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.
What You’ll Do
Lead and manage relationships with third‑party partners as the main CX point of contact.
Monitor performance KPIs, share best practices, and drive continuous improvements.
Collaborate with global teams to ensure smooth implementations and optimize workflows.
Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
Provide insights to local commercial teams to keep customer experience central to business decisions.
Align strategies and feedback with regional BPO teams for effective communication and improvements.
Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
Understand sports‑specific viewer challenges and deliver insights to VX and business teams.
Act as liaison for local and regional sports teams to embed CX in sports‑related decisions.
Partner cross‑functionally to create sports‑specific training, quality guidelines, and talking points.
What You’ll Need
Bachelor’s Degree or equivalent experience.
5+ years in high‑volume customer service environments that include 1+ years people management or operational leadership experience in fast‑paced operations.
Expert in capturing and leveraging the Voice of the Customer for actionable insights.
Experience in development and managing distribution partners.
Strong analytical, data‑driven mindset with KPI interpretation to enhance customer experience.
Solid background in Customer Experience, ideally in Viewer Experience or digital media.
Experience managing third‑party relationships and influencing cross‑functional teams in quality, training, hiring, and self‑service.
Ability to travel as needed for the role.
Proven ability to lead through influence and drive continuous operational improvements.
Proactive problem solver with excellent project management and workflow optimization skills.
Comfortable navigating complex organizations and collaborating cross‑functionally worldwide.
Preferred Qualifications
Familiarity or interest in the sports industry and sports viewer needs is a plus.
Disability Accommodation for Employment Applications The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email
Candidate.Accommodations@Disney.com
with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
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What You’ll Do
Lead and manage relationships with third‑party partners as the main CX point of contact.
Monitor performance KPIs, share best practices, and drive continuous improvements.
Collaborate with global teams to ensure smooth implementations and optimize workflows.
Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
Provide insights to local commercial teams to keep customer experience central to business decisions.
Align strategies and feedback with regional BPO teams for effective communication and improvements.
Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
Understand sports‑specific viewer challenges and deliver insights to VX and business teams.
Act as liaison for local and regional sports teams to embed CX in sports‑related decisions.
Partner cross‑functionally to create sports‑specific training, quality guidelines, and talking points.
What You’ll Need
Bachelor’s Degree or equivalent experience.
5+ years in high‑volume customer service environments that include 1+ years people management or operational leadership experience in fast‑paced operations.
Expert in capturing and leveraging the Voice of the Customer for actionable insights.
Experience in development and managing distribution partners.
Strong analytical, data‑driven mindset with KPI interpretation to enhance customer experience.
Solid background in Customer Experience, ideally in Viewer Experience or digital media.
Experience managing third‑party relationships and influencing cross‑functional teams in quality, training, hiring, and self‑service.
Ability to travel as needed for the role.
Proven ability to lead through influence and drive continuous operational improvements.
Proactive problem solver with excellent project management and workflow optimization skills.
Comfortable navigating complex organizations and collaborating cross‑functionally worldwide.
Preferred Qualifications
Familiarity or interest in the sports industry and sports viewer needs is a plus.
Disability Accommodation for Employment Applications The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email
Candidate.Accommodations@Disney.com
with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.
The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.
#J-18808-Ljbffr