Director, Global Capacity Planning and Workforce Management

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The combined Disney Streaming Viewer Experience (VX, or Customer Support) team is seeking a Director, Global Capacity Planning and Workforce Management who will be an outstanding addition to our team. In this role, you will lead all aspects of the capacity planning, budgeting, and workforce management processes to ensure the organization is staffed appropriately to deliver against KPIs for Hulu, Disney+ and other digital media brands in North America, EMEA, Latin America, and Asia Pacific. If you are someone who thrives on building contact center capacity planning, budgets, and workforce management teams and processes while working with cross-functional teams, then this is a great role for you.

Responsibilities and Duties of the Role:

• Develop workforce strategy to deliver amazing and efficient customer support in a rapidly growing business, align on strategy with senior VX leaders across Disney Direct-to-Consumer

• Drive VX headcount planning, budgeting, forecasting, optimization, and reporting processes, while serving as the senior business partner to Finance Teams

• Optimize VX headcount spend while driving quality and employee engagement, considering seasonality and surge needs based on all Disney Direct-to-Consumer products, Digital Entertainment and Game Brands, and other areas as needed with growth

• Develop and manage executive relationships with partners to create maximum advantage for Direct-to-Consumer and our viewers

• Build and develop a high-performing team of Capacity Planning and Workforce Management leaders and experts in a 24/7 environment

• Engage with industry peers to ensure staffing technology and internal customer support remains best in class

• Other duties as needed

Required Education, Experience/Skills/Training: 

• Bachelor’s degree or equivalent experience

• 10+ years working in high-growth, high-volume customer support experience, including deep experience in workforce strategy, capacity planning, and working with Business Process Outsourcers (BPOs) in a high growth and seasonal environment 

• 5+ years of experience managing leaders of workforce management teams and leading 24/7 operations in a multi-product and international environment  

• Strong analytical skills  

• Flexible – Willing to support the operation including some weekends, nights, and holidays

• Expertise in leading change management initiatives and driving organizational transformation. 

• Proven track record driving continuous improvement in operational processes 

• Ability to collaborate across multiple organizations, specifically partnering with Finance for short and long-term budgeting process 

• Excellent presentation development and delivery skills 

• Working knowledge of IEX, Aspect, Calabrio, or other scheduling software 

• Advanced competency developing and executing within distributed workforce models 

• Advanced knowledge of workforce management tools and software, as well as experience with automation and AI-driven solutions.  

Nice-To-Haves:

• WFM / SWPP / COPC / Six Sigma certification 

• Experience in Television, Satellite and or on demand entertainment 

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability. 

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, 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.