Job Title: Business Operations Manager - Incident Management

Join the Magic: Business Operations Manager - Incident Management Opportunity at The Walt Disney Company

We are seeking a highly skilled and experienced Business Operations Manager to join our Direct to Consumer (DTC) team, overseeing the Hulu and Disney+ streaming businesses. As a key member of our Business Operations team, you will play a critical role in ensuring the smooth operation of our streaming services, providing best-in-class user experiences for our subscribers. This is a remote opportunity with a competitive salary range of $102,000.00 - $136,700.00 per year, plus bonus and benefits.

About the Role & Team

Our DTC team is responsible for bringing The Walt Disney Company's best-in-class storytelling to fans and families everywhere through our streaming services, including Disney+, Hulu, ESPN+, and more. The Business Operations team is tasked with critical areas of operating our growing DTC organization, including program management of incident remediation and executive incident communications.

What You Will Do

As a Business Operations Manager - Incident Management, you will collaborate with various teams across The Walt Disney Company, including product, engineering, analytics, legal, customer service, and finance. Your responsibilities will include:

• Translating technical root causes into business impacts and engaging with senior executives through concise memos and reports
• Understanding the broader implications of incidents on streaming products and customers, as well as specific technical details
• Serving as a subject matter expert on the Streaming Commerce and Entitlement ecosystem
• Participating in an on-call rotation for incidents or feature releases and assisting with customer remediations related to billing, content, or entitlement issues

Responsibilities

• Collaborate cross-functionally with stakeholders across TWDC, DTC, Disney Entertainment, and ESPN technology organizations
• Assist in translating technical root causes into business impacts and regularly interface with senior executive leadership
• Write concise executive memos and reports for senior leadership and respond promptly to executive inquiries
• Understand the Streaming Commerce and Entitlement ecosystem and act as a cross-functional subject matter expert
• Participate in an "on-call rotation" as an incident liaison for ad-hoc incidents or planned feature releases
• Assist in planning and executing customer remediations for billing or entitlement issues arising from technical or production incidents

Required Qualifications & Skills

• Minimum of 4 years' experience in business operations, technical program management, or account management
• Excellent written and verbal communication skills, with the ability to distill and summarize technical details succinctly
• Skilled in interfacing across disciplines—technical, data, business, legal, and finance—while fostering trust and rapport
• Comfortable engaging with both technical teams and senior executives
• Experienced in creating compelling written materials and concise presentations in PowerPoint for executives
• Proficient in synthesizing information for emails and presentations targeted at executive audiences
• Adept in Microsoft Office, Google Workspace, Jira & Confluence
• Strong attention to detail and data sensitivity
• Capable of evaluating incident impacts and notifying Customer Service or Communications teams as needed
• Creative problem solver
• Inquisitive mindset, asking detailed questions to gain a comprehensive understanding of issues
• Dedicated to delivering an exceptional user experience
• Maintains a positive and helpful demeanor
• Strong relationship-building and management skills
• Efficient in organizing and scheduling multiple tasks
• Thrives in a dynamic, fast-paced environment

Preferred Qualifications

• Enthusiastic about TWDC, Hulu IP, and live sports events

Required Education

• Bachelor's degree in a business-related field

Additional Information

• Schedules and working hours are adjusted as needed for ad-hoc and on-call needs
• Flexibility is provided for a mix of in-office and remote work based on responsibilities
• Must be based in Los Angeles, CA or San Antonio, TX

Ready to Apply?

If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.

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