Product Manager, Conversational Support

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The Walt Disney Company

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1923

📱 Media

💰 Post-IPO Debt on 2020-04

Media • Entertainment

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, defining the vision for how viewers move between self-service and live support. • Design and optimize conversational experiences, including live chat interactions, transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback flows to reduce friction and improve resolution. • Define integration requirements and partner with engineering to deliver cross-system integrations spanning authentication, routing, context sharing, CRM, localization; This includes evaluating API connections, data flows, and architectural tradeoffs across systems. • Drive product execution from requirements through launch, partnering with Engineering, Design, Content, WFM, and Localization teams to deliver scalable solutions. • Identify and evaluate opportunities to apply AI and automation across the support experience, translating emerging capabilities into concrete product improvements. • Design and implement feedback mechanisms — including CSAT collection for virtual and live agents and quality assessments — and use insights to drive measurable improvements in support quality and customer satisfaction. • Define and track product performance metrics; use data and experimentation to identify gaps, validate decisions, and communicate 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. • Demonstrated experience owning integrations and understanding data flows across systems, equipped 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, 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 with a proven ability to translate technical complexity for non-technical stakeholders and vice versa.

🏖️ Benefits

• A full range of medical, financial, and/or other variable pay or benefits, may be offered dependent on the level and position offered