Client Support Specialist providing direct support to healthcare clients in the financial experience. Leading operational changes, project planning, and ensuring clear communication with stakeholders.
About the role
- Customer Experience Manager leading viewer experience and relationships at The Walt Disney Company. Collaborating with partners and teams to optimize workflows and enhance service standards for sports viewers.
Responsibilities
- Lead and manage relationships with third-party partners as the main CX point of contact.
- Monitor performance KPIs, share best practices, and drive continuous improvements.
- Collaborate with global teams to ensure smooth implementations and optimize workflows.
- Own the sports viewer experience, including ESPN events, representing their unique Voice of the Customer.
- Expand LATAM learnings into North America, capturing and escalating key BPO challenges.
- Provide insights to local commercial teams to keep customer experience central to business decisions.
- Align strategies and feedback with regional BPO teams for effective communication and improvements.
- Manage multiple projects while maintaining daily operations and navigating complex organizations strategically.
- Understand sports-specific viewer challenges and deliver insights to VX and business teams.
- Act as liaison for local and regional sports teams to embed CX in sports-related decisions.
- Partner cross-functionally to create sports-specific training, quality guidelines, and talking points.
Requirements
- Bachelors Degree or equivalent experience
- 5+ years in high-volume customer service environments that includes 1+ years people management or operational leadership experience in fast-paced operations
- Expert in capturing and leveraging the Voice of the Customer for actionable insights.
- Experience in development and managing distribution partners
- Strong analytical, data-driven mindset with KPI interpretation to enhance customer experience.
- Solid background in Customer Experience, ideally in Viewer Experience or digital media.
- Experience managing third-party relationships and influencing cross-functional teams such quality, training, hiring, and self-service.
- Ability to travel as needed for the role
- Proven ability to lead through influence and drive continuous operational improvements.
- Proactive problem solver with excellent project management and workflow optimization skills.
- Comfortable navigating complex organizations and collaborating cross-functionally worldwide.
Benefits
- 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.
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