The Customer Relationship Management team is responsible for creating and cultivating direct-to-consumer relationships with The Walt Disney Company’s most strategic customer segment. It does so by managing the Disney Visa Cards business which is both an operating unit as well as a cross-business unit loyalty program. The department is made up of 35 professionals across multiple disciplines (Marketing, Finance, Business Operations) who work closely in a highly dynamic environment with cross-functional partners across Disney, our bank card issuer, and our payment network.
This position sits within the Business Operations team and is responsible for providing operational support for technical initiatives that involve acquiring customers and delivering product benefits associated with the Disney Visa Cards. These initiatives often require extensive technical integration with other Disney business units and our bank issuer.
The successful candidate will be able to:
Get up to speed quickly with regard to operational and technical processes
Solve problems with an appropriate level of urgency
Develop strong relationships with technical, digital, compliance, and operations teams
Manage work in a disciplined and organized manner
Communicate clearly and effectively, both orally and in writing
Lead efforts to resolve operational and technical issues:
Assess business impact and assign severity level
Coordinate with internal and external partners to identify root cause
Facilitate timely remediation
Prepare post mortem reports
Lead test coordination:
Manage test support requests;
Clarify test objectives, including specific high-level test cases
Review detailed test scripts to ensure they cover all test cases
Work with bank issuer to provide test data and accounts to support execution of test cases
Facilitate test execution;
Schedule meetings between Disney business units and bank issuer to conduct joint testing
Monitor and share test results
Work with partners to troubleshoot test region issues
Manage software/system updates that directly support or impact Disney Visa Card initiatives. Develop calendar of scheduled sustainment tasks, e.g. SSL certificate renewals, data security-related assessments
Work with internal and external partners to identify upgrade/enhancement activities to add to plan, e.g. AWS migrations, re-platforming projects
Identify key stakeholders and work with them to define deliverables with timelines and key points of intersection
Work with compliance partners and other key stakeholders to facilitate data security assessments
Flag potential risks and escalate them to management.
Develop and maintain process documentation. Work with partners to ensure technical process documents are updated appropriately, including design and technical specifications, architectural diagrams, process flows
Document guest experience and data flows
Create report layouts with field definitions
Document troubleshooting and triage processes, including monitoring and escalation protocols
Maintain lists of all systems/platforms/servers that support program.
Develop requirements to support marketing / payment / technology initiatives.
Provide input to functional and technical requirements that support business objectives
Document use cases and supporting operational / information / control processes
Provide input to test, launch, hypercare and sustainment plans, including definition of change management protocols
Manage work in well organized and systematic manner. Identify and coordinate with key technology stakeholders needed to complete tasks
Equip them with appropriate context and details regarding objectives
Develop step-by-step approach to tackling work, with assigned dates and stakeholders
2-3 years operational or systems support experience in an environment that has significant technical infrastructure, including:
Working with cross-functional teams
Process mapping and documentation
Proactive problem solving skills
Strong relationship building skills
Excellent written and oral communication skills, including appropriate judgment regarding
How to adjust to different audiences
When and how to keep peers, partners and supervisor abreast of activities
Able to multi-task in a busy business environment
Well organized with strong attention to detail
Ability and willingness to adapt to shifting priorities Highly accountable and self-motivated
Passion for ensuring a positive and seamless Guest experience
Constant drive for improvement
Payments/transaction processes, including familiarity with digital wallets
Digital technology, including familiarity with native/hybrid app architecture and design principles
Systems engineering concepts relating to establishing secure connections, firewalls, security certs, etc.
Bachelor’s degree, preferably in technical discipline
About The Walt Disney Company (Corporate):
At Disney Corporate you can see how the businesses behind the Company’s powerful brands come together to create the most innovative, far-reaching and admired entertainment company in the world. As a member of a corporate team, you’ll work with world-class leaders driving the strategies that keep The Walt Disney Company at the leading edge of entertainment. See and be seen by other innovative thinkers as you enable the greatest storytellers in the world to create memories for millions of families around the globe.
Internal Number: 673816BR
About The Walt Disney Company (Corporate)
About The Walt Disney Company:
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.
This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business segment we call Parks, Experiences and Products.
Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender ide...ntity, 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.