Manager, Business Solutions

At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.
The Customer Relationship Management team drives operating income and grows spending by The Walt Disney Company’s most strategic customer segments. Members of the group are responsible for the following:

• Managing Disney’s consumer financial products business, including the Disney Visa Card business. Disney Visa Card is one of the largest co-branded credit card portfolios in the world
• Establishing X-LOB customer payment strategies in the US and Disney’s key international markets (e.g., proprietary payments, payments acceptance guidelines, guidelines for promotions in the payments/financial services space)
• Helping business units develop and implement CRM strategies to grow spending from Disney’s core customers and fans through the use of digital, social media, direct marketing and loyalty programs

The department includes 30 full time professionals who work closely with marketing and operational teams across multiple divisions of Disney, our bank card issuer and our payment network. In general, team members must have the following traits (in addition to the specific job requirements called out below):

• Actual operational and/or product management experience in their functional area (i.e. web production)
• Extremely strong relationship skills due to the need to work collaboratively with multiple internal and external partners
• Strong data analytic skills and comfort working in a technical environment

Prior work experience at Disney and familiarity with one or divisions of Disney is very helpful given the cross line of business (X-LOB) nature of the work. ResponsibilitiesThis position is accountable for developing and maintaining effective operational and technical solutions for Disney Visa Card initiatives which deliver a seamless experience to Disney Guests. The initiatives for Disney Visa Card require extensive technical integration with Disney business units and our bank issuer. This position provides functional design, project management, implementation, training, and ongoing management support for:

• Program rewards and perks fulfillment
• Program marketing and membership initiatives with special technical/IT/data requirements
• Program services, including servicing plans, Cast awareness, program documentation, and reporting
• Legal, regulatory, and data security compliance

In addition, the role is responsible for payment strategy and integration efforts at the corporate level.
Both these sets of responsibilities will require the candidate to develop strong relationships with technical, digital, compliance, and operations teams in all Disney business units, other functional areas of the CRM team, and external corporate partners and vendors.
Responsibilities:
Develop and manage X-LOB business solutions in support of the Disney Visa Card program, including:

• Support for new marketing / payment / technology initiatives
  • Defining strategy and developing detailed business and functional requirements
  • Documenting use cases and supporting operational / information / control processes
  • Mapping guest experience and data / information flows
  • Providing project management during design, development and launch, including developing and managing cross-functional / X-LOB / cross-corporation project teams to project timelines
  • Identifying project risks and developing mitigation plans
  • Partnering with key stakeholders to develop and implement Cast awareness and training plans
  • Planning and overseeing testing processes
  • Developing policies and procedures to ensure program wellness over the long-term
• Ongoing program management
  • Acting as liaison among marketing and technology teams at multiple Disney business units and with external corporate partners and vendors
  • Coordinating / overseeing ongoing testing processes
  • Managing the troubleshooting and triaging of operational and technical issues as they arise, including coordination with internal and external technical partners and with Guest Services
  • Managing training and monitoring activities to ensure legal and regulatory compliance
  • Developing and maintaining key program documentation
  • Participating in annual planning process

Typical projects:

• Designing and implementing instant credit functionality at key commerce locations (digital, physical) to support acquisitions for the Disney co-branded credit card program
• Working with Marketing, LOBs, and Enterprise IT at launch of affinity / marketing projects to design database / feeds to support reporting requirements
• Designing and implementing operational, web, data, and customer service solutions needed to support new CRM programs
• Managing semi-annual auditing of LOB activities to ensure regulatory compliance

Basic Qualifications

• 5+ years of operational, product and/or program management work experience
• Experience managing operational functions for a line of business – especially one that has significant technical infrastructure, including:
  • Designing and implementing consumer-facing processes
  • Partnering with internal and external technical teams to design and implement front- and back-end solutions
  • Documenting processes, including producing specifications and training materials, process flows, data maps
  • Establishing policies and procedures to ensure compliance with key brand, data security, regulatory, legal requirements
• Proven success of strong leadership, including priority setting, driving results, and managing implementation of new initiatives from beginning to end including:
  • Managing cross-functional teams
  • Self motivation to drive results across multiple concurrent priorities
• Strong technical skills (IT, digital, data mapping)
• Issue Resolution Management Skills
  • Strong people management and relationship building skills
• Strong project management skills
• Highly innovative with constant drive for improvement and a passion for ensuring a positive and seamless Guest experience.
• Demonstrated creativity, innovation and strategic thought leadership
• Excellent written and oral communication skills, including appropriate judgment regarding how to adjust to different audiences
• General skill requirements:
  • Self-motivated, accountable and highly organized
  • Ability to work independently, prioritize and juggle multiple deadlines and projects while keeping peers, partners and supervisor abreast of activities
  • Very strong attention to detail
  • Strong process orientation
  • Ability to thrive in fast-paced environment with complex projects and constantly shifting priorities
• Working knowledge of the windows environment and applications such as Microsoft Project, Excel, Word, Power Point, Visio

Preferred Qualifications

• 10+ years of operational, product and/or program management work experience
• Prior work experience at Disney and familiarity with one or more divisions of Disney is very helpful given the X-LOB nature of the work
• Experience with check-out and payments/transaction processes
• Digital experience, including familiarity with native app architecture and design principles
• Familiarity with systems engineering concepts relating to establishing secure connections

Required Education

• Bachelor’s Degree
  • No requirement on specific area of study

Preferred Education

• Master’s Degree a plus
  • No requirement on specific area of study

Company Overview At Corporate, you’ll team with the best in the business to build one of the most innovative global businesses in any industry. Uniquely positioned at the center of an exciting, multi-faceted Company, the forward-thinkers at Disney Corporate constantly pursue new ideas and technologies to help the Company’s many businesses drive value, all the while gaining something valuable from the experience themselves. Come see the most interesting Company from the most interesting point of view. Additional InformationThis position is a legal entity of The Walt Disney Company, an equal opportunity employer.