The Walt Disney Company Manager, Business Solutions in Burbank, California

At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

Customer Relationship Management manages Disney’s consumer financial products business, including the Disney Visa Card program. The team helps establish enterprise payment strategies in the US and Disney’s key international markets (e.g., proprietary payments, payments acceptance guidelines, guidelines for promotions in the payments/financial services space) and helps Disney businesses develop and implement CRM strategies to grow spending from Disney’s core customers and fans through the use of digital, social media, direct marketing, and loyalty programs

The Manager, Business Solutions, is accountable for developing and maintaining effective operational and technical solutions to support Disney Visa Cardmember acquisitions and engagement efforts, as well as other payments and enterprise CRM programs as assigned.

The successful candidate must be able to develop strong relationships with technical, compliance, operations, and business teams in all Disney business units, across all functional areas of the CRM team, and with external corporate partners and vendors.

Responsibilities : Provide Business Solutions support for new payment / technology initiatives

  • Design Guest-friendly and efficient experiences

  • Develop detailed business and functional requirements

  • Document use cases and operational / control processes

  • Create operational and data / information flows

  • Manage complex (cross-functional, cross-line of business) projects through all project phases

  • Identify project risks and develop contingency and mitigation plans

  • Develop test plans and oversee through execution

  • Develop post-launch policies and procedures, including controls and monitoring protocols

  • Develop and implement Cast Member awareness and training plans

Manage program sustainment efforts

  • Maintain close partnerships with business and technology teams at multiple Disney businesses and with external partners and vendors

  • Manage the troubleshooting and triaging of operational and technical issues as they arise

  • Coordinate / oversee regression testing

  • Manage training and monitoring activities to ensure legal and regulatory compliance

  • Develop /modify and document key processes

  • Participate in annual planning process

Typical projects:

  • Implement instant credit functionality at key commerce locations (e.g. digital, physical)

  • Enable new payment acceptance across Disney POS

  • Produce reports to support new Cardmember promotions

  • Manage periodic auditing of program activities to ensure regulatory compliance

Basic Qualifications :

  • 5+ years of operational, product development, and/or program management work experience

  • Hands on experience consulting with business and compliance teams to document detailed business requirements

  • Partnering closely with technical teams to ensure end-to-end architecture meets business requirements (incl. user interfaces, key functions, connectivity, supporting systems)

  • Designing and implementing consumer-facing processes

  • Establishing policies and/or control processes to ensure compliance with key brand, data security, regulatory, legal requirements

  • Documenting processes, including producing operating guidelines and training materials, process flows, data maps

  • Proven success of strong leadership managing cross-functional teams, including priority setting, driving results, issue resolution, and managing implementation of new initiatives from beginning to end

  • Technical fluency that ensures ability to navigate business and technical subject matter and provide translation layer

  • Experience with Digital architecture and design principles (e.g. responsive design, web view vs. native page app design) and Systems engineering concepts relating to establishing secure connections

  • Strong people management and relationship building skills

  • Strong project management skills

  • Constant drive for improvement and passion for ensuring a positive and seamless Guest experience.

  • Demonstrated creativity, innovation and strategic thought leadership

  • Excellent written and oral communication skills, including appropriate judgment regarding how to adjust to different audiences

  • Self-motivated, accountable and highly organized

  • Ability to work independently, prioritize and juggle multiple deadlines and projects while keeping peers, partners and supervisor abreast of activities

  • Very strong attention to detail

  • Strong process orientation

  • Ability to thrive in fast-paced environment with complex projects and constantly shifting priorities

  • Competency with Microsoft Project, Visio

Preferred Qualifications :

  • 10+ years of operational, product and/or program management work experience

  • Prior work experience at Disney and familiarity with one or more divisions of Disney is very helpful given the cross line of business nature of the work

  • Experience with commerce / payments / transaction processes

Required Education :

  • Bachelor’s Degree

Preferred Education :

  • Master’s Degree a plus

Company Overview :

At Corporate, you’ll team with the best in the business to build one of the most innovative global businesses in any industry. Uniquely positioned at the center of an exciting, multi-faceted Company, the forward-thinkers at Disney Corporate constantly pursue new ideas and technologies to help the Company’s many businesses drive value, all the while gaining something valuable from the experience themselves. Come see the most interesting Company from the most interesting point of view.

Additional Information :

This position is a legal entity of The Walt Disney Company, an equal opportunity employer.

Job ID: 510519BR

Location: Burbank,California

Job Posting Company: The Walt Disney Company (Corporate)