Job Directory Manager, Business Operations

Manager, Business Operations
Burbank, CA

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Job Description

Job Description

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 is responsible for creating and cultivating direct-to-consumer relationships with The Walt Disney Company's most strategic customer segment. It does so by managing the Disney Visa Cards business which is both an operating unit as well as a cross-business unit loyalty program. The department is made up of 35 professionals across multiple disciplines (Marketing, Finance, Business Operations) who work closely in a highly dynamic environment with cross-functional partners across Disney, our bank card issuer, and our payment network.

This position sits within the Business Operations team and is responsible for providing operational support for technical initiatives that involve acquiring customers and delivering product benefits associated with the Disney Visa Cards. These initiatives often require extensive technical integration with other Disney business units and our bank issuer.

The successful candidate will be able to

* Get up to speed quickly with regard to operational and technical processes
* Solve problems with an appropriate level of urgency
* Develop strong relationships with technical, digital, compliance, and operations teams
* Manage work in a disciplined and organized manner
* Communicate clearly and effectively, both orally and in writing

Job Type

Full Time

Segment

The Walt Disney Company (Corporate)

Category

Technology

Basic Qualifications

* Bachelor's degree, preferably in a technical discipline Bachelor's degree, preferably in a technical discipline
* Master's degree, preferably in a technical discipline
* 5-8 years operational or systems support experience in an environment that has significant technical infrastructure, including:
* Acting as liaison between business and technical teams
* Driving results in a matrixed, cross-functional environment


* Proactive problem solving skills
* Strong relationship building skills
* Excellent written and oral communication skills, including appropriate judgment regarding
* How to set appropriate context regarding objectives to create alignment
* When and how to keep peers, partners and supervisor abreast of activities


* Able to multi-task in a busy business environment
* Well organized with strong attention to detail


* Ability and willingness to adapt to shifting priorities Highly accountable and self-motivated
* Passion for ensuring a positive and seamless Guest experience
* Constant drive for improvement


* Experience with
* Soup-to-nuts management of software integrations
* Waterfall and agile software development methodologies
* Interpreting data/process flows, architectural diagrams
* Payments/transaction processes, including familiarity with digital wallets
* Digital technology, including familiarity with native/hybrid app architecture and design principles, mobile application delivery and device management


* Systems engineering concepts relating to establishing secure connections, firewalls, security certs, etc. (e.g. ASP/ASP.NET, MS SQL, Server, JavaScript, HTML, XML, SOAP, Web Services, Core RESTapi)

Business

The Walt Disney Company (Corporate)

Required Education

* Bachelor's degree, preferably in a technical discipline Bachelor's degree, preferably in a technical discipline

Postal Code

91506

Preferred Education

* Master's degree, preferably in a technical discipline

Responsibilities

Lead technical work streams in support of marketing/payment/technology initiatives

* Develop and document detailed project timelines, identifying key points of intersection for different stakeholder groups
* Compile an assessment of project impacts, level of effort, costs, resource requirements
* Develop and ensure alignment on detailed business requirements and use cases
* Ensure functional design supports business objectives and applicable guidelines
* Solicit expert input and evaluate technical design options
* Oversee development of all test, launch, hypercare and sustainment plans, including definition of change management protocols
* Hypercare, sustainment planning

Lead operational process design and optimization

* Develop and document user friendly processes that meet business needs
* Develop tools/methodology to organize and drive work forward
* Identify and ensure compliance with applicable guidelines or standards, e.g. regulatory, data security, legal, brand

Support development of Business Operations annual plan by providing input regarding your key areas of responsibility

* Use data/sound analysis to identify issues/challenges that need to be addressed
* Develop detailed action plans to address specific issues/needs
* Develop an approach to measure performance, track progress

Lead assessment of new payment technologies

* Research new payment technologies as assigned
* Assess feasibility to comply with Co-brand and Brand requirements
* Identify and work with appropriate stakeholders to develop necessary solutions to ensure compliance

Oversee day-to-day operations to ensure

* Timely resolution of operational and technical issues
* Facilitation of all test support requests
* Management of software/system updates that directly support or impact Disney Visa Card initiatives
* Any technology or timeline risks are flagged and escalated
* Critical processes are developed, documented, and easily accessible

Manage work in well organized and systematic manner

* Identify and coordinate with key technology stakeholders needed to complete tasks
* Equip them with appropriate context and details regarding objectives
* Develop step-by-step approach to tackling work, with assigned dates and stakeholders

Job Description

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 is responsible for creating and cultivating direct-to-consumer relationships with The Walt Disney Company's most strategic customer segment. It does so by managing the Disney Visa Cards business which is both an operating unit as well as a cross-business unit loyalty program. The department is made up of 35 professionals across multiple disciplines (Marketing, Finance, Business Operations) who work closely in a highly dynamic environment with cross-functional partners across Disney, our bank card issuer, and our payment network.

This position sits within the Business Operations team and is responsible for providing operational support for technical initiatives that involve acquiring customers and delivering product benefits associated with the Disney Visa Cards. These initiatives often require extensive technical integration with other Disney business units and our bank issuer.

The successful candidate will be able to

* Get up to speed quickly with regard to operational and technical processes
* Solve problems with an appropriate level of urgency
* Develop strong relationships with technical, digital, compliance, and operations teams
* Manage work in a disciplined and organized manner
* Communicate clearly and effectively, both orally and in writing

Basic Qualifications

* Bachelor's degree, preferably in a technical discipline Bachelor's degree, preferably in a technical discipline
* Master's degree, preferably in a technical discipline
* 5-8 years operational or systems support experience in an environment that has significant technical infrastructure, including:
* Acting as liaison between business and technical teams
* Driving results in a matrixed, cross-functional environment


* Proactive problem solving skills
* Strong relationship building skills
* Excellent written and oral communication skills, including appropriate judgment regarding
* How to set appropriate context regarding objectives to create alignment
* When and how to keep peers, partners and supervisor abreast of activities


* Able to multi-task in a busy business environment
* Well organized with strong attention to detail


* Ability and willingness to adapt to shifting priorities Highly accountable and self-motivated
* Passion for ensuring a positive and seamless Guest experience
* Constant drive for improvement


* Experience with
* Soup-to-nuts management of software integrations
* Waterfall and agile software development methodologies
* Interpreting data/process flows, architectural diagrams
* Payments/transaction processes, including familiarity with digital wallets
* Digital technology, including familiarity with native/hybrid app architecture and design principles, mobile application delivery and device management


* Systems engineering concepts relating to establishing secure connections, firewalls, security certs, etc. (e.g. ASP/ASP.NET, MS SQL, Server, JavaScript, HTML, XML, SOAP, Web Services, Core RESTapi)

Required Education

* Bachelor's degree, preferably in a technical discipline Bachelor's degree, preferably in a technical discipline

Preferred Education

* Master's degree, preferably in a technical discipline

Responsibilities

Lead technical work streams in support of marketing/payment/technology initiatives

* Develop and document detailed project timelines, identifying key points of intersection for different stakeholder groups
* Compile an assessment of project impacts, level of effort, costs, resource requirements
* Develop and ensure alignment on detailed business requirements and use cases
* Ensure functional design supports business objectives and applicable guidelines
* Solicit expert input and evaluate technical design options
* Oversee development of all test, launch, hypercare and sustainment plans, including definition of change management protocols
* Hypercare, sustainment planning

Lead operational process design and optimization

* Develop and document user friendly processes that meet business needs
* Develop tools/methodology to organize and drive work forward
* Identify and ensure compliance with applicable guidelines or standards, e.g. regulatory, data security, legal, brand

Support development of Business Operations annual plan by providing input regarding your key areas of responsibility

* Use data/sound analysis to identify issues/challenges that need to be addressed
* Develop detailed action plans to address specific issues/needs
* Develop an approach to measure performance, track progress

Lead assessment of new payment technologies

* Research new payment technologies as assigned
* Assess feasibility to comply with Co-brand and Brand requirements
* Identify and work with appropriate stakeholders to develop necessary solutions to ensure compliance

Oversee day-to-day operations to ensure

* Timely resolution of operational and technical issues
* Facilitation of all test support requests
* Management of software/system updates that directly support or impact Disney Visa Card initiatives
* Any technology or timeline risks are flagged and escalated
* Critical processes are developed, documented, and easily accessible

Manage work in well organized and systematic manner

* Identify and coordinate with key technology stakeholders needed to complete tasks
* Equip them with appropriate context and details regarding objectives
* Develop step-by-step approach to tackling work, with assigned dates and stakeholders

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