About the Role & Team
We are seeking an experienced professional for the position of Partner Manager within Viewer Experience (Customer Support) for Disney Direct to Consumer. A "Partner Manager" in a BPO (Business Process Outsourcing) setting is responsible for building and maintaining strategic relationships with external partners to ensure smooth operations, maximize customer experience, and achieve business goals by collaborating closely with internal teams within the BPO to deliver excellent service and meet performance expectations; essentially acting as a liaison between the BPO and its partners, focusing on relationship management and driving mutual benefits.
In this role, you will manage the daily operation ofa number ofour BPO sites, driving accountability and outcomes through consistent, professional dialogue, coaching, proactive action planning, root cause analysis and problem-solving. The goal is the best possible customer experience by making sure our viewers contacts are handled in a positive and effective manner.
Also, this role is key to our mission: raising the voice of the customer from our partners agents, straight into the business, seeking for constant improvements. This will include coordinating the operations between Disney local / global teams and Disney partner teams who manage the day-to-day interactions with our customers, always infusing the Disney mission, values, and culture into the partner teams so they are reflected in the support that they deliver. If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you.
This rolewill be based in our London Hammersmith office, 4 days a week, witheithera Mondayor Fridayworking from home.
Relationship Management: Regularly communicating with partners, understanding their needs, addressing concerns, and proactively managing expectations to foster strong, long-term relationships ensuring a continuous improvement mindset.
Performance Monitoring: Tracking key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality and Speed to Answer Rates related to partner performance, identifying areas for improvement, co-developing action plans for improvement, monitoring outliers and collaborating with partners to optimize results across the advocate population.
Internal Collaboration: Working closely with internal teams like Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications and PMO to ensure seamless partner integration and alignment with company strategy.
Drive accountability and improvements in agent-level performance via scorecard reporting, including tracking of corrective actions, glide-path goals, and issue resolution across agents, teams, supervisors, etc.
Flexible - Willing to support the operation includingtravel to overseas BPO sites,some weekends, nights, and holidays
Preferred Qualifications:
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 withdisabilities. If you have a disability and believe you need a reasonable accommodationin order tosearch 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.
