Job Summary:The Senior Vice President, Viewer Experience for Disney Streaming leads the multi-faceted teams delivering support experiences for Disney+, ESPN+, Star+, and Hulu and for partnering across the business to improve the customer experience and drive subscriber engagement and retention. This role is part of the senior leadership team for Disney Streaming and represents an opportunity to influence the product and business for strategically critical brands within TWDC and to scale operations globally.
Responsibilities:

• Lead customer experience teams around the globe, scaling to support 250M customers across multiple brands and markets
• Guide team through development and execution of service strategy, creating innovative and proactive ways to address customer issues and delivering digital and human experiences that reflect the Disney brands
• Position team to deliver ever-increasing value to the business as support models evolve and in-product and proactive support experiences become primary
• Deliver insights and partner with cross-functional and regional teams to continuously improve the customer experience and influence subscriber engagement and retention
• Inspire and engage team of 600+ in multiple functions and geographies
• Advocate for customer and front-line Viewer Experience Advocates to the Disney Streaming leadership team
• Serve as executive point of contact for issue remediation and related customer-facing communication

Basic Qualifications:

• 5+ years executive-level leadership of global customer experience teams, including traditional customer support, innovations in proactive and automated service, and analytics + insights that inform substantial customer experience and business improvements
• Additional 10+ years leadership experience in technology, media, or related field
• Meaningful experience in customer support operations and digital consumer experiences
• Proven experience scaling global operations in a high-growth environment, including continuously improving customer experiences while lowering relative costs
• Demonstrated ability to drive high employee engagement and performance across a global, multi-function team of 500+ employees

Required Education

• Bachelor's Degree in a related field