The Walt Disney Company · 1 month ago
Program Manager, Agent Technology Optimization
New York, NY, USA
Full-time
Hybrid
Mid, Senior Level
$87K/yr - $117K/yr
5+ years expThe Walt Disney Company is a leader in premium streaming services, including Hulu and Disney+. They are seeking a Program Manager to lead the management and enhancement of Salesforce and related tools to ensure operational excellence and a seamless experience for agents and stakeholders.
Amusement Park and ArcadeAnimationConsumer GoodsDigital MediaE-CommerceMedia and EntertainmentMulti-level MarketingPerforming ArtsResorts
Responsibilities
Salesforce Program Management – Oversee the implementation, optimization, and ongoing management of Salesforce to support business needs and drive operational efficiency
Internal Tooling Improvements – Lead projects to enhance internal tools and systems, ensuring they align with business objectives and user requirements
Cross-functional Stakeholder Engagement – Collaborate with Legal, Business Operations, Launch Readiness, and Technology teams to ensure all tooling and process changes meet legal and business requirements while optimizing the agent and stakeholder experience
Tech Partnership – Partner with product and engineering stakeholders to request and prioritize enhancements to Salesforce and other internal tools
Change Management & Communication – Coordinate with Internal Communications, Knowledge Management, Training, and Quality teams to ensure timely and effective communication of tooling changes to Operations and frontline agents
Subject Matter Expertise – Serve as a go-to expert for Salesforce and internal tooling, providing guidance and recommendations to internal stakeholders
Feedback & Continuous Improvement – Engage directly with Operations and agents to gather feedback, manage intake of requirements, and drive continuous improvement. Maintain a closed feedback loop to ensure visibility and accountability on product enhancements
Qualification
Required
Bachelor's Degree or 5+ years of equivalent experience in program management or technology project management
Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment
Strong understanding of customer service operations and technology ecosystems, especially Salesforce
Excellent communication, stakeholder management, and problem-solving skills
Experience with change management, training coordination, and communications strategy is a plus
Preferred
Experience working with international Business Process Outsourcers
Salesforce certification and/or experience with other CRM platforms
Project management experience in a contact center or technology-driven environment
Airtable management knowledge or experience
Experience with Agile or Scrum methodologies
Benefits
A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.
Company
The Walt Disney Company
The Walt Disney Company started as a cartoon studio and evolves into sports coverage and television shows.
10001+ employees
H1B Sponsorship
The Walt Disney Company has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (83)
2024 (63)
2023 (96)
2022 (130)
2021 (30)
2020 (40)
Funding
Current Stage
Public CompanyTotal Funding
$11BKey Investors
Citibank
2020-04-13Post Ipo Debt· $5B
2020-03-20Post Ipo Debt· $6B
1978-01-06IPO
Leadership Team
Christine M. McCarthy
Senior Executive Vice President & Chief Financial Officer
Jamie Power
SVP, Addressable Sales
Recent News
2026-01-08
2026-01-07
Company data provided by crunchbase