Business Operations Manager - Incident Management

This is a Full Time Job

Location: Glendale, California, United States; Santa Monica, California, United States

Job Summary:

About the Role & Team
Disney's Direct to Consumer (DTC) team oversees the Hulu and Disney+ streaming businesses within the Disney Entertainment segment, helping to bring The Walt Disney Company's (TWDC) best-in-class storytelling to fans and families everywhere.

The Business Operations team is tasked with critical areas of operating the growing Disney DTC organization and streaming services including Disney+, Hulu, ESPN+, The Disney Bundles, and Third-Party Bundles. This includes program management of incident remediation and executive incident communications. This critical function ensures Disney's streaming services run efficiently at scale while providing best-in-class user experience for all subscribers.

What You Will Do
Reporting to the Manager, Business Operations; the Business Operations Manager - Incident Management will collaborate with various teams at The Walt Disney Company, including product, engineering, analytics, legal, customer service, and finance. This role involves translating technical root causes into business impacts and frequently engaging with senior executives through crafting concise memos and reports and responding promptly to executive inquiries. They will understand both the broader implications of incidents on streaming products and customers, as well as the specific technical details. Furthermore, they will serve as a subject matter expert on the Streaming Commerce and Entitlement ecosystem, participate in an on-call rotation for incidents or feature releases, and assist with customer remediations related to billing, content, or entitlement issues.

Responsibilities
• Collaborate cross-functionally with stakeholders across TWDC, DTC, Disney Entertainment, and the ESPN technology organizations, focusing on product, engineering, analytics, legal, customer service, and finance.
• Assist in translating technical root causes into business impacts and regularly interface with senior executive leadership.
• Write concise executive memos and reports for senior leadership and respond promptly to executive inquiries, knowing whom to contact for additional information when necessary.
• Understand both the broader impact of technical or production incidents on Streaming products and customers and the specific technical details of the issues.
• Have a comprehensive understanding of the Streaming Commerce and Entitlement ecosystem and act as a cross-functional subject matter expert.
• Have a comprehensive understanding of our content release calendar and be able to quickly discern if a piece of content, and all its elements, are correctly on service.
• Participate in an "on-call rotation" as an incident liaison for ad-hoc incidents or planned feature releases, service expansion, and content drops.
• Assist in planning and executing customer remediations for billing or entitlement issues arising from technical or production incidents to ensure proper account management.

Required Qualifications & Skills
• Minimum of 4 years' experience in business operations, technical program management, or account management.
• Excellent written and verbal communication skills, with the ability to distill and summarize technical details succinctly.
• Skilled in interfacing across disciplines-technical, data, business, legal, and finance-while fostering trust and rapport.
• Comfortable engaging with both technical teams and senior executives.
• Experienced in creating compelling written materials and concise presentations in PowerPoint for executives.
• Proficient in synthesizing information for emails and presentations targeted at executive audiences.
• Adept in Microsoft Office, Google Workspace, Jira & Confluence
• Strong attention to detail and data sensitivity.
• Capable of evaluating incident impacts and notifying Customer Service or Communications teams as needed.
• Creative problem solver.
• Inquisitive mindset, asking detailed questions to gain a comprehensive understanding of issues.
• Dedicated to delivering an exceptional user experience.
• Maintains a positive and helpful demeanor.
• Strong relationship-building and management skills.
• Efficient in organizing and scheduling multiple tasks.
• Thrives in a dynamic, fast-paced environment.

Preferred Qualifications
• Enthusiastic about TWDC, Hulu IP, and live sports events.

Required Education
• Bachelor's degree in a business-related field.

Additional Information
• Schedules and working hours are adjusted as needed for ad-hoc and on-call needs.
• Flexibility is provided for a mix of in-office and remote work based on responsibilities.
• Must be based in Los Angeles.

The hiring range for this position in Glendale, CA is $102,000 - $136,700 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. 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.