Product Operations Manager II

The Walt Disney Company • Glendale, CA

5d • Onsite

About The Position

Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. The Content Platforms & Operations team is responsible for the development and ongoing advancement of the technical and operational functions driving the worldwide distribution and monetization of Disney’s linear networks and theatrical content. This includes Disney’s media supply chain and storage, network and theatrical distribution operations, media localization, network transmission and origination, and more. The global team also plays a critical role as the primary collaboration point for Product & Technology with Disney’s EMEA, APAC, and LATAM regional business teams. As a member of the Product Operations team, you will have the opportunity to dive deep into the business capabilities and learn the processes behind the supply chain for Disney's top tier content – from the planning stage, all the way through delivery to consumers. Working in a cross-functional team environment with Product, Engineering, Infrastructure, QA, and Support, you will help ensure the smooth-running operations of content distribution, with focus on driving operational improvements and supporting the acceleration of our content businesses.

Requirements

• Minimum 3 years of experience in a professional role, preferably supporting clients in a technology/product environment
• Demonstrates a strong customer-service orientation, proactively solving problems and effectively championing supported products and services.
• Excellent communication skills, with an ability to distill information accurately and convey it (verbally and/or written) to business partners and internal technology teams
• Strong prioritization and organization skills with experience juggling time-sensitive requests from multiple business partners
• Energetic self-starter with a logical approach to problem solving and a technical aptitude
• Ability to work in a fast-paced, dynamic and matrixed organization, executing on several initiatives concurrently while balancing competing priorities
• Bachelor’s degree and equivalent professional experience.

Nice To Haves

• Experience with enterprise tools such as Jira, Confluence, Airtable, etc.
• Experience supporting a variety of application types, such as enterprise SaaS, on-prem software, content management systems, or other cloud-based solutions
• Experience working within a defect management process
• Some experience with Agile/Scrum methodology
• Ideally an experienced writer, whose style can range from product requirements to documentation/operational guides to formal announcements/release notes
• Experience collaborating with Product Management and Engineering teams
• Demonstrated experience with AI tools, or a strong curiosity and willingness to learn about artificial intelligence technologies

Responsibilities

• Serve as a platform expert, analyzing customer requests, identifying and documenting patterns and trends, and providing actionable insights to Product and Engineering for system improvements
• Guide the day-to-day activities of a remote team of business analysts supporting multiple systems across diverse disciplines
• Build and manage relationships with business stakeholders, ensuring excellent customer relations by addressing support inquiries, performing system trainings, and oversee onboarding activities for multiple products
• Execute operational support services, including facilitating user acceptance testing (UAT), maintaining documentation, coordinating user access audits, supporting root cause analysis efforts, and ensuring adherence to established operational processes.
• Execute communication activities, including drafting and disseminating feature release notes, project updates, operational notices, and other stakeholder communications, ensuring information is accurate, timely, and aligned with established standards.
• Deliver updates on initiatives, operational performance, and metrics to Product and Engineering partners, ensuring information is accurate, timely, and actionable.
• Execute operational activities supporting product launches and user transitions, ensuring readiness and successful delivery of launch and/or migration objectives.
• Participate in larger organizational Product Operations initiatives, such as crafting evergreen documentation, executing strategic communication plans, and defining processes that contribute to an improved team working culture
• Flexibly support evolving business priorities as needed to help achieve business objectives for the Product Operations team
• Demonstrate a commitment to fostering an inclusive and welcoming environment for all team members

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
• Education Level: Associate degree