The Walt Disney Company · 16 hours ago

Workflow and Tooling Manager

San Antonio, TX

Full-time

Remote

Mid, Senior Level

$82K/yr - $110K/yr

5+ years exp

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Responsibilities

Provide oversight for ongoing products and programs and collaborate with internal VX partners to enhance and improve various business processes, policies, and workflows including Disney+ and Hulu product initiatives.

With minimal direction, lead the tooling, workflow, and policy requirements for new VX technology tools. Partner with multiple software vendors and internal product partners to drive successful implementations of new tools and features.

Develop, analyze, and improve operational strategies, procedures, and internal products – building both short and long-term solutions for continuous improvements and efficiency gains across multiple geographies (North America, EMEA, Latin America, Asia Pacific).

Engage in product management methodologies such as writing user stories/requirements, design direction, research/testing/experimentation criteria, backlog management.

Other duties as assigned

Qualification

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Program ManagementSalesforce Service CloudNICE CXoneProject ManagementUser StoriesWorkflow ImplementationAgile CertificationAirtable Management

Required

Bachelor’s degree or 5 years’ equivalent experience

Program or project management experience with the ability to write requirements and user stories

Project management experience in a contact center environment

Experience collaborating with partners to craft and implement workflows and policies

Ability to influence and partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes

Experience communicating information to stakeholders across organizational levels, up to and including executive leadership

Ability to make decisions and build consensus under minimal direction on sophisticated multi-team efforts

Strong communication –both verbal and written

Excellent judgment – comfortable giving feedback

Excellent prioritization skills and attention to detail

Ability to travel within the US and globally, and flex to the needs of the business