Launch Readiness Program Manager

The Walt Disney Company • Santa Monica, CA

6d • Onsite

About The Position

Disney Direct-to-Consumer (DTC) includes premium streaming services such as Disney+, Hulu, and ESPN, delivering world-class entertainment experiences to viewers around the globe. The Viewer Experience (VX) team plays a critical role in ensuring our customers receive exceptional support throughout every stage of their journey. We are seeking a Launch Readiness Program Manager to join our Viewer Experience organization. In this role, you will lead the operational readiness strategy for business launches and initiatives across Disney's streaming platforms. You will ensure our global support teams have the resources, tools, training, and processes necessary to successfully support new products, features, content releases, and business initiatives. Acting as the voice of both the viewer and Viewer Experience organization, you will partner across Product, Engineering, Marketing, Content, Legal, and regional business teams to drive exceptional customer experiences at scale. The ideal candidate thrives in a fast-paced environment, enjoys bringing cross-functional teams together, and can successfully manage multiple complex initiatives while fostering alignment and accountability across global stakeholders.

Requirements

• 3+ years of experience in program management, project management, operations, or a related field.
• Demonstrated experience leading cross-functional initiatives and driving results across multiple teams and stakeholders.
• Strong understanding of customer support operations and end-to-end project management principles.
• Experience partnering with global teams and supporting initiatives across multiple regions, including EMEA, APAC, and/or LATAM.
• Exceptional organizational, prioritization, and project planning skills with the ability to manage multiple complex initiatives simultaneously.
• Strong analytical and problem-solving skills with a process improvement mindset.
• Excellent written and verbal communication skills, including experience presenting to and influencing senior leadership.
• Ability to operate effectively in fast-paced, evolving environments and remain calm under pressure.
• Proven ability to build collaborative relationships and drive accountability without direct authority.
• Familiarity with customer support technologies such as CRM platforms, telephony systems, knowledge management tools, and help center solutions.

Nice To Haves

• Experience working within media, entertainment, streaming, or technology organizations.
• Knowledge of project management and collaboration tools such as Airtable, Jira, Trello, or similar platforms.
• Familiarity with digital subscription products and direct-to-consumer business models.
• Passion for Disney+, Hulu, ESPN, and delivering exceptional viewer experiences.

Responsibilities

• Manage and prioritize a global portfolio of upcoming Disney DTC launches and strategic business initiatives.
• Lead launch readiness planning and customer support operational discussions with internal and external stakeholders across supported regions.
• Coordinate cross-functional teams responsible for launch execution, identifying potential risks, gaps, and dependencies while driving mitigation plans.
• Drive operational alignment and communication between Viewer Experience and partner teams, including Product, Engineering, Content, Marketing, Legal, and regional business stakeholders.
• Collaborate with CRM, telephony, self-service, and operations teams to define and implement workflow and tooling enhancements that improve launch readiness and customer support experiences.
• Establish and maintain launch readiness processes, frameworks, and documentation to support scalable business growth.
• Deliver Viewer Experience insights, feedback, and operational data to influence product decisions and business strategies.
• Facilitate stakeholder meetings, monitor progress against milestones, and ensure timely communication of launch status, risks, and key decisions.
• Champion continuous process improvement initiatives that enhance operational efficiency and the overall viewer experience.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level