Sr Media Delivery Ops Specialist

The Walt Disney Company • Santa Monica, CA

31d

About The Position

The Platform Operations team within Disney Entertainment & ESPN Product & Technology provides Tier 2 operational support for Disney’s direct‑to-consumer platforms, including Disney+, Hulu, and ESPN+. The team is responsible for ensuring the accuracy, reliability, and operational health of platform‑level systems supporting metadata, artwork, and content presentation across the DTC ecosystem. The Senior Media Delivery Operator is an experienced individual contributor who independently owns complex platform operations workflows and serves as a trusted operational and technical resource. This role focuses on identifying, triaging, and resolving issues related to metadata, artwork, and platform services that impact content discovery, availability, and user experience. The Senior Operator exercises sound judgment during incidents, partners closely with engineering and product teams, and contributes to platform stability through root‑cause analysis, documentation, and continuous improvement. As a Senior Media Delivery Operations Specialist, you will work among a small team responsible for identifying, troubleshooting, triaging, and improving upon an array of complex metadata, artwork, and systems challenges. Follow established content issue escalation process for VOD; work to improve upon established escalation processes. Be a voice of operational improvement within Hulu's digital supply chain and content toolset; independently and proactively analyze operational workflows to propose scalable solutions to operational issues. Maintain documentation and runbook accuracy through regular refinement or creation. Provide operational guidance and communicate tech challenges and business requirements effectively to a variety of stakeholders Manage multiple tasks simultaneously and be able to respond to issues in a timely and effective manner Willingness to take part in a rotating on-call schedule to address timely issues off-hours.

Requirements

• Minimum of 5 years related work experience
• Demonstrated experience supporting digital media platforms, metadata systems, or content operations in a production environment.
• Strong working knowledge of metadata and artwork workflows for VOD and live content.
• Experience troubleshooting complex operational issues across platform services and content systems.
• Familiarity with JSON and XML structures and formatting.
• Experience interacting with APIs or API documentation (e.g., Swagger).
• Proven ability to manage multiple priorities in a fast‑paced operational environment.
• Strong analytical, organizational, and communication skills.
• Ability to work independently with minimal supervision and exercise sound operational judgment.
• Bachelor's Degree in TV/Film Production, Communications, Computer Science, Data Science/Analytics, or similar

Nice To Haves

• Familiarity with VOD packaging and delivery standards such as MDDF and ADI.
• Experience querying or analyzing data using SQL.
• Background in media operations, platform operations, or reliability‑focused teams.

Responsibilities

• Platform Operations & Tier 2 Support Own operational execution and coordination for platform‑level issues. Serve as Tier 2 operational support for metadata, artwork, and platform services impacting Disney+, Hulu, and ESPN+. Partner with Product and Engineering teams to understand platform behaviors, operational requirements, and system dependencies. Drive operational needs related to digital supply chain initiatives, platform tooling, and content business priorities. Act as a reliable operational point of contact during platform‑level issues, ensuring timely engagement and resolution.
• Troubleshooting, Analysis & Incident Response Primary accountability for investigating and resolving complex operational issues. Independently investigate and troubleshoot complex metadata, artwork, and platform system issues affecting content availability or presentation. Analyze trends, recurring failures, and systemic issues to identify root causes and recommend corrective actions. Create, manage, and document incidents and remediation efforts, clearly communicating impact, status, and resolution. Escalate issues appropriately to engineering teams, providing detailed technical context and operational findings. Support on‑call rotations and respond to off-hours incidents as needed to maintain platform reliability.
• Training, Documentation & Knowledge Sharing Strengthen team capability and operational consistency. Maintain and update operational documentation, runbooks, and troubleshooting guides to reflect current workflows. Support onboarding and training of new team members, sharing subject‑matter expertise and best practices. Serve as a knowledgeable resource for peers, helping resolve questions and reinforce standards. Promote adherence to established procedures, escalation paths, and operational expectations.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees