Director Global Capacity Planning and Workforce Management

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Disney Direct to Consumer (DTC) includes premium streaming services with Hulu a premium streaming service that offers premium originals current season TV a massive library of hit series and movies and live television and Disney is the Disneybranded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars Marvel Pixar Disney and NatGeo. Our DTC team is looking for hardworking teamplayers to join the Viewer Experience team who will thrive upon the legacy of Disney and Hulu embrace unconventional thinking and who are passionate about contributing to The Walt Disney Companys directtoconsumer (DTC) experience through strategic hard work and determination.

Job Summary:

The combined Disney Streaming Viewer Experience (VX or Customer Support) team is seeking a Director Global Capacity Planning and Workforce Management who will be an outstanding addition to our team. In this role you will lead all aspects of the capacity planning budgeting and workforce management processes to ensure the organization is staffed appropriately to deliver against KPIs for Hulu Disney and other digital media brands in North America EMEA Latin America and Asia Pacific. If you are someone who thrives on building contact center capacity planning budgets and workforce management teams and processes while working with crossfunctional teams then this is a great role for you.

Responsibilities and Duties of the Role:

• Develop workforce strategy to deliver amazing and efficient customer support in a rapidly growing business align on strategy with senior VX leaders across Disney DirecttoConsumer

• Drive VX headcount planning budgeting forecasting optimization and reporting processes while serving as the senior business partner to Finance Teams

• Optimize VX headcount spend while driving quality and employee engagement considering seasonality and surge needs based on all Disney DirecttoConsumer products Digital Entertainment and Game Brands and other areas as needed with growth

• Develop and manage executive relationships with partners to create maximum advantage for DirecttoConsumer and our viewers

• Build and develop a highperforming team of Capacity Planning and Workforce Management leaders and experts in a 24/7 environment

• Engage with industry peers to ensure staffing technology and internal customer support remains best in class

• Other duties as needed

Required Education Experience/Skills/Training:

• Bachelors degree or equivalent experience

• 10 years working in highgrowth highvolume customer support experience including deep experience in workforce strategy capacity planning and working with Business Process Outsourcers (BPOs) in a high growth and seasonal environment

• 5 years of experience managing leaders of workforce management teams and leading 24/7 operations in a multiproduct and international environment

• Strong analytical skills

• Flexible Willing to support the operation including some weekends nights and holidays

• Expertise in leading change management initiatives and driving organizational transformation.

• Proven track record driving continuous improvement in operational processes

• Ability to collaborate across multiple organizations specifically partnering with Finance for short and longterm budgeting process

• Excellent presentation development and delivery skills

• Working knowledge of IEX Aspect Calabrio or other scheduling software

• Advanced competency developing and executing within distributed workforce models

• Advanced knowledge of workforce management tools and software as well as experience with automation and AIdriven solutions.

NiceToHaves:

• WFM / SWPP / COPC / Six Sigma certification

• Experience in Television Satellite and or on demand entertainment

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position email with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race color religion sex national origin sexual orientation gender identity disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow innovate create the best stories and be relevant in a rapidly changing world.

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