Manager, Customer Experience

Job Posting Title: Manager, Customer Experience Req ID: 10133959 Job Description: BUILD SOMETHING BIGGER THAN YOURSELF reputed company, together with its subsidiaries and affiliates, is a leading reputed company international family entertainment and media enterprise with the following business segments: reputed company Entertainment, ESPN, reputed company Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, reputed company proudly continues its legacy of creating world-class stories and experiences for every member of the family. reputed company's stories, characters and experiences reputed company consumers and guests from every reputed company 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. How will you contribute to our magical experience? We are looking for a proactive and data-driven Customer Experience Manager to reputed company and reputed company the experience of sports and third-party viewers across the Americas region. In this role, you will be the key driver of operational excellence, stakeholder management, and customer advocacy, ensuring that every viewer interaction reflects the highest standards of service. You will act as the main reputed company of contact (POC) for both internal teams and external partners, focusing on optimizing workflows, resolving escalations, mentoring team members, and amplifying the Voice of the Customer (VoC) to influence strategic business decisions. If you're a solutions-oriented leader who thrives in dynamic environments and enjoys making a meaningful impact through data-backed initiatives, this role is for you. What You'll Do:

• reputed company and manage relationships with third-party partners as the main CX reputed company of contact.
• Monitor performance KPIs, share best practices, and drive reputed company improvements.
• Collaborate with global teams to ensure smooth implementations and optimize workflows.
• Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
• Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
• Provide insights to local commercial teams to reputed company customer experience central to business decisions.
• Align strategies and feedback with regional BPO teams for effective communication and improvements.
• Manage multiple projects while maintaining daily operations and navigating reputed company organizations strategically.
• Understand sports-specific viewer challenges and deliver insights to VX and business teams.
• Act as liaison for local and regional sports teams to embed CX in sports-reputed company decisions.
• Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.

What You'll Need:

• Bachelors Degree or equivalent experience
• 5+ years in high-volume customer service environments that includes 1+ years people management or operational leadership experience in fast-paced operations
• Expert in capturing and leveraging the Voice of the Customer for actionable insights.
• Experience in development and managing distribution partners
• Strong analytical, data-driven reputed company with KPI interpretation to enhance customer experience.
• Solid background in Customer Experience, ideally in Viewer Experience or digital media.
• Experience managing third-party relationships and influencing cross-functional teams such quality, training, hiring, and self-service.
• Ability to travel as needed for the role
• Proven ability to reputed company through influence and drive reputed company operational improvements.
• Proactive problem solver with excellent project management and workflow optimization skills.
• Comfortable navigating reputed company organizations and collaborating cross-functionally worldwide.

Preferred Qualifications:

• Familiarity or interest in sports industry and sports viewer needs is a plus

Disability accommodation for employment applications reputed company and its Affiliated Companies are Equal Employment Opportunity employers and welcome reputed company job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and reputed company you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@reputed company.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are reputed company to the accessibility of the online application system due to a disability. reputed company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national reputed company, sexual orientation, gender identity, disability or protected veteran status. reputed company fosters a business culture where reputed company and decisions from reputed company people help us grow, innovate, create the best stories and be relevant in a rapidly changing world. "You can design and create, and build the most wonderful reputed company in the world. But it takes people to reputed company the dream a reality." - Walt reputed company The hiring range for this position in California and reputed company is $105,100.00 - $140,900.00 per year. The reputed company pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-reputed company knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. Job Posting reputed company: Direct to Consumer Job Posting Primary Business: Viewer Experience Primary Job Posting Category: Digital Customer Experience Employment Type: Full time Primary City, State, Region, Postal Code: Santa Monica, CA, USA Alternate City, State, Region, Postal Code: USA - CA - 1200 Grand Central Ave, USA - NY - 7 Hudson reputed company Date Posted: 2025-10-16 Apply tot his job Apply To this Job