Sr. Vice President, Viewer Experience

## Key Role Overview The Sr. Vice President, Viewer Experience leads global customer service and viewer experience operations for Disney's Direct to Consumer business, overseeing both innovative self-service and assisted human service across streaming products. This senior leadership role combines technology, operational, vendor and workforce management to deliver exceptional customer experiences at scale while supporting DTC profitability and product roadmaps. ## Key Responsibilities - Develop and execute service strategy using customer journey mapping for both self-service and human service experiences that reflect the Disney brands. - Directly support 195M+ customers in 25+ languages across 150+ geographies and all four regions. - Inspire and lead a global workforce of 7,000+ (internal employees and external BPO workforces) across multiple functions and geographies. - Drive development and adoption of technology, with a focus on AI-enabled self service, and lead the technology roadmap for virtual agents, help centers, content management, analytics, data warehouse, quality, training, workforce planning, CCaa. S, CRM, Baymax+, and other tools. - Optimize the VX global budget for maximum impact in close collaboration with global business and regional teams. - Develop and manage an efficient labor model that strategically leverages outsourcing and offshoring to lower cost-to-serve while maintaining service quality. - Oversee daily operations for agents and support staff across ~30 global sites, including major hubs in the Philippines and Colombia. - Partner with regional DTC business leaders (EMEA, APAC, LATAM) to deliver against regional and country requirements. - Consistently deliver on customer experience (>95% positive experience) and financial metrics (within 2% of annual plan). - Mine customer contact data to deliver strategic insights and collaborate with product, brand, and regional teams to improve products and the customer experience. - Support DTC profitability through cost management and increasing customer lifetime value via retention, cross-sell, and up-sell efforts. - Serve as an executive point of contact for customer experience industry matters and external customer-facing communications. - Partner with Disney Entertainment CTO and leadership to influence product roadmaps and strategy. - Develop and maintain C-level relationships with major software and outsourcing partners to prioritize and meet DTC needs. - Work with the Disney Corporate AI Tiger Team to deploy AI pilots for customer service and move successful pilots into production to drive personalization and efficiency. - Ensure engaging help center content and develop AI-driven virtual agents to reduce human intervention. - Ensure all business and product launches have comprehensive support plans to meet business objectives. ## Required Qualifications - 15+ years of executive leadership in technology with deep understanding of AI, CCaa. S, CRM and experience building roadmaps and scaling solutions using these technologies. - 15+ years of operational leadership of global teams of thousands (in-house and outsourced) with expertise in outsourcing and building efficient labor models. - 8+ years of executive leadership in customer experience covering help center strategy and content, virtual assistants, launch management, training, quality, vendor and workforce management, and analytics. - 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 high-growth environments while improving customer experiences and lowering costs. - Gravitas, executive presence, and industry connections to build and maintain C-level relationships across peers and partners. ## Preferred Qualifications - Experience deploying AI pilots into production for customer service and operationalizing AI-driven virtual agents and personalization. - Prior experience working with large-scale contact center transformations and CCaa. S implementations. - Familiarity with tools and platforms referenced (e.g., Baymax+, enterprise analytics and content management systems) and experience managing large vendor ecosystems. - Experience supporting consumer-facing entertainment, streaming, apps, games, and web products. ## Compensation & Benefits - Hiring range for this position in California: $459,770 to $616,500 per year. - Base pay will consider internal equity, geographic region, job-related knowledge, skills, and experience; actual offer may vary. - A bonus and/or long-term incentive units may be provided as part of the compensation package. - Full range of medical, financial, and other benefits dependent on level and position offered. ## Additional Information - Work location: Santa Monica/Los Angeles, CA area; extensive domestic and international travel required. - Employment type: Full time; role is part of the senior Direct to Consumer (DTC) leadership team. - Global scope: supports 195M+ customers across 150+ geographies, manages ~30 global sites and major hubs (e.g., Philippines, Colombia), and partners closely with regional business leaders and corporate technology teams. 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