Director, Contact Center Technology & Workflows

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Job Description:

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, current season TV, a massive library of hit series and movies, and live television. It also offers Disney+, the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will thrive upon the legacy of Disney and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination.

The DTC - Viewer Experience (VX) team is seeking a Director, Contact Center Tools & Workflows to lead the strategic development and product management of the assisted service tools and supporting workflows & policies for the NICE CCaaS technology tooling stack, Salesforce CRM, and DTC’s proprietary account management & billing tool. This role will also explore and implement Gen AI assisted service technology offerings. 

In this role you will lead a team of people leaders and professionals to achieve impactful and strategic product support goals in service of our viewers for Disney+ and Hulu. This will include day-to-day support of assisted service tools, developing optimized end-to-end customer journeys, ensuring alignment of all tools, creating and maintaining 3rd party tool integrations, and advocating for the long term assisted service tooling product strategy. You will provide vendor management for Salesforce and our NICE CCaaS products, including NICE CXone Omnichannel (including telephony and live chat), and NICE IEX. You will ensure optimal workflows and legally compliant policies are in place for assisted service account management and utilization of the related tools. 

You will collaborate with Viewer Experience Operations, BPO Vendor Management, Program Management, Business Operations, Self-Service, the Hulu and Disney+ Product & Engineering Teams, Legal, Finance, and other key partners to strategize, design, and scale product launches and projects ensuring Viewer Experience’s growing workforce has the tools and resources to be efficient and effective. 

If you are someone who can think strategically, build a link between operations and technology, and meet our viewers’ needs across multiple channels, global geographies, and contact offerings, then this is an excellent role for you
 

Responsibilities and Duties of the Role:

• Provide strategic …