Senior Manager, Workforce Management

Job Summary:

Disney Streaming includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, an extensive library of hit series and movies, and live television, ESPN+, and Disney+ are Disney-branded streaming services 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 Disney Streaming team is looking for hardworking team players to join the Viewer Experience team, who will thrive upon the legacy of Disney, ESPN, and Hulu, embrace non-traditional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination! 

We are seeking a Senior WFM Manager in San Antonio, TX who will be an outstanding addition to our Workforce Optimization and Capacity Planning team. This role will focus on delivering accurate and impactful data for our operations team, ensuring efficient contact delivery and world-class tool utilization. A continual improvement skill set with focus on maintaining industry leading processes is paramount to success. If you are someone with both diverse communication and deep mathematical knowledge who flourishes teaching and leading, while delivering best in class business outcomes, then this is an excellent role for you! 

What You Will Do 

• Lead and develop team managers in forecasting, scheduling, and real-time arenas
• Lead in capacity planning using deep knowledge and understanding of long-term planning processes and methodology, including being able to communicate the “whys” of both immediate and deferred channel FTE requirements, including seasonality
• Design and participate in monthly reviews communicating planning and execution of queue strategy in an easily consumable manner for contact center audiences
• Assist director in delivering annual and long-term budgetary requirements
• Work with our strategic goals team and vendors to develop innovative industry-leading Omni-channel outcomes
• Understand both the use and set-up (including formulae) of WFM and telephony systems, ensuring tool education and usage both within the WFM team and within operations
• Partner with Operations to define working processes (both internal and external) and drive accountability across the enterprise
• Innovate to design and deliver world-class WFM in a blended live and AI Omni-channel environment
• Align both internal and partner staffing in global delivery strategy
• Partner with reporting to ensure consistent and accurate KPI communication
• Other duties as assigned

Required Qualifications & Skills  

• Bachelor’s Degree or equivalent experience 
• 5 years of direct leadership experience (leader of leaders is a plus) 
• 8+ years of proven experience working in a multi-channel global operational environment  
• Experience with rapid change, emerging markets, and seasonality related to direct and indirect contact tools, routing, and reporting 
• Expertise in Continual Improvement (TPS, Lean, Agile) 
• MS Excel, MS PowerPoint and/or MS Access skills required 
• Understanding of diverse queues (both channel and queue size), WFO Tools (Aspect, Nice, Verint) and Telephony platforms (Nice, Salesforce, Service Now, Zen Desk etc.) 
• Experience exercising strong oral, written, listening and interpersonal ability 
• Flexibility to work in-office located in San Antonio, TX  

Preferred Qualifications  

• Master’s degree or equivalent experience 
• Ability to develop presentations using proficiency in MS Office 
• WFM, Reporting Database and Telephony tool design experience 
• Global experience with an understanding of campaign variation due to multiple languages and regional practices 
• Experience with Salesforce, Nice/InContact, Aspect, Domo and Tableau 

Disability accommodation for employment applications 

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 in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com 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.