Product Manager, Conversational Support

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🕒 Agosto 10

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The Walt Disney Company

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 1923

🏨 Hospitalidade

🍽️ Alimentos e Bebidas

✈️ Turismo

💰 Post-IPO Debt em 2020-04

Hospitality • Food & Beverage • Travel

The Walt Disney Company é uma empresa global de entretenimento conhecida por seu storytelling icônico, personagens marcantes e experiências em diversas plataformas e dispositivos. Com foco em proporcionar experiências memoráveis a visitantes no mundo inteiro, a Disney opera por meio de seus parques temáticos icônicos, redes de mídia e estúdios de cinema. Está comprometida em respeitar a privacidade e oferecer transparência em seus processos de coleta e uso de dados. A companhia também assegura conformidade com diversas leis de privacidade e oferece opções para que os consumidores gerenciem suas configurações de privacidade. A dedicação da Disney se estende por cinema, televisão e mídia interativa, o que a torna líder no setor de mídia e entretenimento.

Descrição

• Own and execute the roadmap for support experiences across chat and voice channels • Define the vision for how viewers move between self-service and live support • Design and optimize conversational experiences, including live chat, transitions from Help Center, Virtual Assistant, and IVR to live agents, and post-interaction feedback flows • Define integration requirements and partner with engineering on authentication, routing, context sharing, CRM, and localization integrations • Evaluate API connections, data flows, and architectural tradeoffs across systems • Drive product execution from requirements through launch with Engineering, Design, Content, WFM, and Localization teams • Identify and evaluate opportunities to apply AI and automation across the support experience • Design and implement feedback mechanisms, including CSAT collection and quality assessments • Use feedback insights to improve support quality and customer satisfaction • Define and track product performance metrics • Use data and experimentation to identify gaps and validate product decisions • Communicate product impact to stakeholders

🎯 Requisitos

• Bachelor’s degree or equivalent practical experience • 3+ years of product management experience for consumer-facing or enterprise products at global scale • Experience owning integrations and understanding data flows across systems • Ability to write detailed requirements, read system architecture diagrams, and drive engineering discussions • Familiarity with contact center technologies, CRM platforms, conversational AI, or virtual assistant platforms • Strong analytical skills, including defining metrics, running experiments, and using data to prioritize and validate product decisions • Experience driving cross-functional execution across engineering, design, content, and localization teams • Excellent written and communication skills • Ability to translate technical complexity for non-technical stakeholders and vice versa • Experience shipping conversational products (nice to have) • Familiarity with AI or ML-powered products, particularly in a support or conversational context (nice to have) • Experience incorporating AI tools in day-to-day product work (nice to have)

🏖️ Benefícios

• A full range of medical, financial, and/or other variable pay or benefits may be offered dependent on the level and position offered • Accommodations available upon request for candidates taking part in any aspect of the selection process