Product Manager, Conversational Support

The Walt Disney Company•CAN - BC - Remote - British Columbia Region 1, BC

1d•CA$57,000 - CA$78,300•Remote

About The Position

The Disney Direct-to-Consumer (DTC) Viewer Experience organization is seeking a Product Manager, Conversational Support to join the Self-Service Product team. This role sits at the intersection of conversational AI, live support, and customer experience, owning the critical bridge between automated and human-assisted support. You will drive the support journey across chat and voice channels, focusing on live support interactions, seamless transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback. You’ll design intuitive, delightful support experiences and lead the integrations that power them to reduce friction and improve customer satisfaction at scale. This is a high-impact role requiring strong product judgment, technical fluency, and customer experience expertise to deliver scalable, reliable solutions that enhance viewer and agent interactions. If you’re excited to shape seamless support experiences through AI and conversational technologies at global scale, we’d love to hear from you.

Requirements

Bachelor’s degree or equivalent practical experience.
3+ years of product management experience for consumer-facing or enterprise products at global scale.
Demonstrated experience owning integrations and understanding data flows across systems, equipped to write detailed requirements, read system architecture diagrams, and drive engineering discussions.
Familiarity with contact center technologies, CRM platforms, conversational AI or virtual assistant platforms.
Strong analytical skills, defining metrics, running experiments, and using data to prioritize and validate product decisions.
Experience driving cross-functional execution across engineering, design, content, and localization teams.
Excellent written and communication skills with a proven ability to translate technical complexity for non-technical stakeholders and vice versa.

Nice To Haves

Experience shipping conversational products
Familiarity with AI or ML-powered products, particularly in a support or conversational context (e.g., agent assist, intent classification, NLU)
Experience incorporating AI tools in day-to-day product work to accelerate product delivery

Responsibilities

Own and execute the roadmap for support experiences across chat and voice channels, defining the vision for how viewers move between self-service and live support.
Design and optimize conversational experiences, including live chat interactions, transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback flows to reduce friction and improve resolution.
Define integration requirements and partner with engineering to deliver cross-system integrations spanning authentication, routing, context sharing, CRM, localization; This includes evaluating API connections, data flows, and architectural tradeoffs across systems.
Drive product execution from requirements through launch, partnering with Engineering, Design, Content, WFM, and Localization teams to deliver scalable solutions.
Identify and evaluate opportunities to apply AI and automation across the support experience, translating emerging capabilities into concrete product improvements.
Design and implement feedback mechanisms — including CSAT collection for virtual and live agents and quality assessments — and use insights to drive measurable improvements in support quality and customer satisfaction.
Define and track product performance metrics; use data and experimentation to identify gaps, validate decisions, and communicate impact to stakeholders.