Experienced Business Operations Manager - Incident Management for Disney's Direct to Consumer Team

About the Opportunity

Are you a highly motivated and detail-oriented professional with a passion for business operations and incident management? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we encourage you to apply for the Business Operations Manager - Incident Management role on Disney's Direct to Consumer (DTC) team. As a Business Operations Manager - Incident Management, you will play a critical role in ensuring the smooth operation of Disney's streaming services, including Disney+, Hulu, ESPN+, and The Disney Bundles. You will collaborate with various teams across The Walt Disney Company, including product, engineering, analytics, legal, customer service, and finance, to translate technical root causes into business impacts and drive incident remediation.

About the Team

Disney's DTC team is a dynamic and innovative group of professionals who are passionate about bringing The Walt Disney Company's best-in-class storytelling to fans and families everywhere. Our team is responsible for overseeing the Hulu and Disney+ streaming businesses, and we are committed to delivering an exceptional user experience for all subscribers.

About the Role

As a Business Operations Manager - Incident Management, you will be responsible for: * Collaborating cross-functionally with stakeholders across TWDC, DTC, Disney Entertainment, and the ESPN technology organizations, focusing on product, engineering, analytics, legal, customer service, and finance. * Assisting in translating technical root causes into business impacts and regularly interfacing with senior executive leadership. * Writing concise executive memos and reports for senior leadership and responding promptly to executive inquiries. * Understanding both the broader impact of technical or production incidents on Streaming products and customers and the specific technical details of the issues. * Having a comprehensive understanding of the Streaming Commerce and Entitlement ecosystem and acting as a cross-functional subject matter expert. * Participating in an "on-call rotation" as an incident liaison for ad-hoc incidents or planned feature releases, service expansion, and content drops. * Assisting 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

To be successful in this role, you will need: * A 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

While not required, we are particularly interested in candidates who are enthusiastic about TWDC, Hulu IP, and live sports events.

Required Education

A Bachelor's degree in a business-related field is required.

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, CA or San Antonio, TX.

Compensation & Benefits

The hiring range for this position in Glendale and Santa Monica, CA is $102,000.00 - $136,700.00 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.

Ready to Apply?

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application. Apply To This Job Apply for this job