Responsibilities:
- Work with partners to build a strong team culture that embraces shared values and standards, so they deliver a customer experience that represents the Disney+ brand
- Build, mentor, and lead top-performing teams of leaders responsible for viewer interactions, experience expectations, and overall brand support across Disney+ in Japan.
- Develop relationships and management processes that enable Disney to hold partners accountable for performance
- Build alliances with in-house and partner support teams to enhance Advocate and customer experiences
- Create and share operational goals, performance standards and metrics to properly align with the company Mission, Vision, and Values
- Ensure that Disney quality guidelines are implemented at partner location, collaborating with internal and partner quality teams and participating in calibration sessions across partners and sites
- Partner with Disney command center in the US to resolve Advocate schedules and schedule offline activities for the partner location
- Build effective communication plan for all ongoing and new projects with partner(s) to ensure Advocates have all necessary tools and training to support our viewers
- Partner with finance to develop annual operating budget. Manage budget for Disney Streaming Services.
- Conduct monthly and quarterly business reviews with partner
- Travel is limited to potentially a few trips a year
Qualifications:
- 7+ years working in high volume customer service environment
- Leadership experience in operations management roles, in a fast-paced environment
- Experience in building and managing business process outsourcer partner teams
- Confirmed ability to lead through influence and advocacy
- Confirmed ability to drive continuous improvement in operational processes
- Flexible - Willing to support the Operation as needed, including some weekends, nights, and holidays
- Bachelor's degree or equivalent
- (preferred but not required) Experience in Streaming Services, Satellite and/or on-demand entertainment
- Fluent in Japanese and Business level English required
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