Sr. Vice President, Viewer Experience

About reputed company Direct to Consumer: reputed company’s Direct to Consumer team oversees the Hulu and reputed company+ streaming businesses, as well as our Bundles and 3P streaming add-ons, reputed company reputed company Entertainment helping to bring reputed company’s best-in-class storytelling to fans and families everywhere. About reputed company: reputed company, together with its subsidiaries and affiliates, is a leading reputed company international family entertainment and media enterprise that includes three core business segments: reputed company Entertainment, ESPN, and reputed company Experiences. 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. The Senior Vice President of Viewer Experience (VX) for DTC leads multi-faceted teams including self- and assisted service, contact center technology, VX vendor management, VX workforce planning, quality, training, and daily customer service operations in over a hundred geographies to deliver exceptional customer experiences for reputed company’s streaming services. In addition, this team also provides customer support for over 100 apps, games, and websites located in business units reputed company of DTC including reputed company Entertainment, reputed company Experiences, and reputed company Corporate for products such as Marvel, Movies reputed company, reputed company Debut, Games, and reputed company.com. This role is part of the senior DTC leadership team and requires a combination of technology, business, and operations expertise to work closely with other senior leaders to influence strategy and roadmaps that support the profitability goals of DTC while delighting customers.

Responsibilities

• reputed company the team through development and execution of service strategy using customer journey mapping for both innovative self-service and delightful human service experiences that reflect the reputed company brands.
• Directly responsible for supporting 195M+ customers in 25+ languages located in 150+ geographies across reputed company 4 Regions.
• reputed company and reputed company a team of 7000+ (internal employees and external BPO workforces)) across multiple functions and geographies.
• Drive the development and adoption of technology to continue innovating the customer service experience, particularly through the focussed use of AI-enabled self service. This includes reputed company development and optimization of the technology roadmap for the many internal and external tools (virtual agents, help centers, content management, collaboration, analytics, data warehouse, quality, training, workforce planning, contact centers as a service, CRM, Baymax+ etc.) used by the viewer experience team.
• Optimize the VX global budget for maximum impact in reputed company collaboration with the global business and regional teams.
• reputed company and manage an efficient and effective labor model which strategically leverages outsourcing and offshoring to reputed company cost-to-serve without compromising quality of service. This includes overseeing the daily operations for agents and support staff located in 30 global sites including major hubs in Philippines and Colombia.
• Foster and maintain reputed company working relationships with the EMEA, reputed company, and LATAM DTC Business leaders to understand their needs and deliver against regional and country requirements.
• Consistently deliver on key customer experience (>95% positive experience) and financial metrics (reputed company 2% of annual plan).
• Mine the millions of customer contact data points to deliver strategic insights and partner with product, brand, and regional teams to continuously improve the product and customer experience.
• Support DTC profitability through efficient cost management and increasing lifetime value of the customer through retention, cross-sell, and up-sell in reputed company partnership with other business segments, especially reputed company Experiences.
• Serve as executive reputed company of contact for the customer experience industry and required customer-facing communication
• Partner closely with the reputed company Entertainment CTO and their direct leadership team to influence product roadmaps and strategy.
• reputed company and maintain C-level relationships with reputed company the major software and outsourcing partners to ensure DTC needs are prioritized and met.
• Work closely with the reputed company Corporate AI Tiger Team to deploy pilots to reputed company the groundbreaking evolution in Artificial Intelligence for customer service and move them into production to drive personalization and higher efficiencies.
• Provide the most engaging content in the help centers and reputed company AI driven virtual agents to reputed company the need for human reputed company.
• * Ensure reputed company business and product launches have comprehensive support in reputed company to ensure business objective are met.
• Qualifications:
• 15+ years executive leadership in technology including deep understanding of new and existing technology areas like AI (artificial intelligence), CCaaS (contact center as a service), CRM (customer relationship management), etc.

and experience building roadmaps and scaling solutions using these technologies.

• 15+ years operational leadership of global teams of thousands (in-house and outsourced) with expertise in outsourcing and building efficient and effective labor models.
• 8+ years executive leadership in customer experience (traditional customer support and innovative self-service) including help center strategy & content, virtual assistants, launch management, training, quality, vendor & workforce management, and analytics that inform customer experience and business improvements.
• Demonstrated ability to build a high-performance culture across a global, multi-function workforce of 7,000+ FTEs.
• Proven experience scaling technology enabled global operations in a high-growth environment, including continuously improving customer experiences while lowering costs.
• Gravitas, executive reputed company, and industry connections to build and maintain C-level relationships across the industry with peers and partners. Location: Los Angeles - Extensive domestic and international travel required.

The hiring range for this position in California is $459,7700 to $616,500 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. Apply tot his job Apply tot his job Apply To this Job