High volume customer-facing environment management
Bpo partner relationship management
This role acts as a strategic liaison between Disney Direct to Consumer teams and external BPO partners to ensure smooth operations and maximize customer experience
Job Summary
This role acts as a strategic liaison between Disney Direct to Consumer teams and external BPO partners to ensure smooth operations and maximize customer experience.
The Partner Manager is responsible for managing daily operations of multiple BPO sites, driving accountability through consistent dialogue, coaching, and proactive action planning.
A key mission of this position is raising the voice of the customer from partner agents into the business to drive continuous improvements in viewer experience.
Matching Summary
This role acts as a strategic liaison between Disney Direct to Consumer teams and external BPO partners to ensure smooth operations and maximize customer experience.
Skills & Requirements
Must-have
5+ years operational leadership experience
High volume customer-facing environment management
BPO partner relationship management
KPI tracking and performance monitoring
Root cause analysis and problem solving
Nice-to-have
Experience in Disney brand culture infusion
Ability to travel to overseas BPO sites
Strong influence and advocacy leadership style
Market analysis and competitor activity awareness
Project management for partnership initiatives
Key Requirements
Bachelor's degree in Business Administration or similar
5+ years working in high volume customer-facing environment
5+ years operational leadership experience
Proven ability to lead through influence and advocacy