Product Manager, Conversational Support

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The Walt Disney Company

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1923

🏨 Hospitality

🍽️ Food & Beverage

✈️ Travel

💰 Post-IPO Debt on 2020-04

Hospitality • Food & Beverage • Travel

The Walt Disney Company is a global entertainment company known for its iconic storytelling, characters, and experiences across various platforms and devices. With a focus on delivering memorable experiences to guests worldwide, Disney operates through its iconic theme parks, media networks, and film studios. It is committed to respecting privacy and providing transparency in its data collection and usage processes. The company also ensures compliance with various privacy laws and offers options for consumers to manage their privacy settings. Disney's dedication spans across film, television, and interactive media, making it a leader in the media and entertainment industry.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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