Program Manager, Agent Technology Optimization

The Walt Disney Company-posted 13 days ago

Full-time • Manager

San Antonio, TX

5,001-10,000 employees

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Disney Direct-to-Consumer (DTC) includes premium streaming services, such as Hulu and Disney+, offering a vast library of content from globally recognized brands. Our DTC team is seeking dedicated team players to join the Viewer Experience team, who will thrive upon the legacy of Disney and Hulu, embrace innovative thinking, and are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination. The Program Manager – Agent Technology Optimization will lead the management, enhancement, and continuous improvement of Salesforce and related internal tools that support business operations. This role is critical in ensuring operational excellence, legal compliance, and a seamless experience for agents and internal stakeholders. The ideal candidate will be a strategic thinker with strong cross-functional collaboration skills and a passion for scalable, user-centric technology solutions.

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.

Bachelor’s Degree or 5+ years of equivalent experience in program management or technology project management.
Strong understanding of customer service operations and technology ecosystems, especially Salesforce.
Proven ability to lead cross-functional initiatives in a fast-paced, matrixed environment.
Excellent communication, stakeholder management, and problem-solving skills.
Experience with change management, training coordination, and communications strategy is a plus.

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.

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