Skip to main content
BE YOU. BE HERE. BE PART OF THE STORY.

Associate Manager, Customer Care

Job ID 10093787 Location New York, New York, United States / Bristol, Connecticut, United States Business ESPN Date posted Jul. 10, 2024
Apply Now

ENJOY THE MAGIC

Because our employees and cast members are at the heart of everything we do, Disney offers a competitive total rewards package that includes pay, health and savings benefits, time-off programs, educational opportunities and more.

  • HEALTH INSURANCE & WELLBEING
  • CHILDCARE OPTIONS
  • PAID TIME OFF
  • RETIREMENT PROGRAMS
  • TUITION ASSISTANCE
  • WEEKLY PAY
View All Benefits
"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

The Associate Manager position within Customer Service will work with team managers to learn and own the onboarding and offboarding of all third party/BPO care specialists. This will include guiding agent workflows towards maximum flexibility within Customer Care according to and in alignment with central product/process owners/ team management. The role will assist with all new hire post-training quality audits and system efficiency reviews, sharing all findings with the larger care team. This role will be the eyes and ears to our care specialists, representing operations needs, successes and challenges in a clear and concise manner.

Departmental Summary:

Customer Care is an enthusiastic, dynamic organization within ESPN, providing our fans with world- class customer care by engaging them with our products, services and offers.  Customer Care is spearheading the company’s relationship with our fans, building high quality, long-lasting relationships. As we accelerate our streaming and gaming business, Customer Care plays an essential role in supporting viewers, subscribers, fans and more… as they learn about ESPN. 

Responsibilities:

  • Process all onboarding (and offboarding) of 3rd party/BPO hired care agents in Disney proprietary systems
  • Supports the managers in tracking the performance of all live workforce agents, supporting coaching when performance is low, and to show example, when performance is strong.
  • Manage all new hire post-training quality audits and system efficiencies.
  • Continuously evaluate existing processes and procedures to streamline workflows, enhance efficiency, and optimize the customer service experience.
  • Assist in the communication processes that are published on all internal platforms, as needed
  • Partner with Training, QA and CSAT teams to identify ongoing agent productivity and efficiency opportunities for improvement.
  • Analyze CSAT reviews and take actionable steps to improve the overall fan experience.

Qualifications:

  • Minimum 1 year of experience in a customer support, product, or marketing role
  • Ability to quickly diagnose process issues and implement changes.
  • Strong executional mindset and ready to take on tasks as needed
  • Strong multi-tasker and able to prioritize business needs to meet deadlines
  • Analytical mindset and ready to innovate

Preferred Qualifications:

  • Strong entertainment industry knowledge, preferably in sports
  • Curiosity and passion for understanding the “why” underneath the surface
  • Growth mindset, future-forward, ready to invent what’s next

Required Education:

  • Bachelor’s degree or equivalent in Marketing, Business, or a related field

The hiring range for this position in New York, NY is $73,226.00 to $98,239.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. 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.

Apply Now

About ESPN:

Working at ESPN is unlike anything else. That’s because we’re always finding new ways to interact with fans – however and wherever they connect with sports. Every day we’re doing things that no one has done, all in a dynamic culture where we defy odds and continuously outdo ourselves. When you have the latest technology, game-changing ideas and world-class talent on your team, every day is extraordinary.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with ESPN Sales & Marketing, Inc., which is part of a business we call ESPN.

ESPN Sales & Marketing, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.

Hiring Process

  • Where Does Your Story Begin?

    Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.

  • Be Part of the Story

    There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.

  • The Next Chapter

    Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location New York, NY

With a globally recognizable skyline and 8.4 million people who call it home, New York City is bursting with diversity and excitement – from iconic attractions to hidden gems waiting to be uncovered.

OUR CULTURE

Related Content

  • Executive Leadership Learn more
  • Social Responsibility Learn more
  • Diversity, Equity, and Inclusion Learn more
  • Heroes Work Here Learn more

Sign Up for Job Alerts

Get the latest job opportunities as they become available.

Watch Our Jobs

Sign up to receive the latest news and company information based on your preferences. An asterisk indicates a required field.

Interested InSelect a job category from the list of options. Select a location from the list of options. Finally, click “Add” to create your job alert.

By clicking "Submit", you agree to our Terms of Use (opens in new window) and acknowledge that you have read our Privacy Policy (opens in new window).

By clicking "Submit", you agree to our Terms of Use (opens in new window) and acknowledge that you have read our Privacy Policy (opens in new window). If I have elected to receive marketing messages or newsletters, I may withdraw my consent for these marketing messages at any time.

By clicking "Submit", you agree to our Terms of Use (opens in new window) and acknowledge that you have read our Privacy Policy (opens in new window), Cookies Policy (opens in new window) and EU Privacy Rights (opens in new window).

How we use your personal information and your rights:

  1. Your personal information is controlled by The Walt Disney Company Limited of 3 Queen Caroline Street, London, W6 9PE, United Kingdom.
  2. When you visit or shop with Disney or use any Disney product, service or mobile application, other members of The Walt Disney Company Family of Companies may also use your information to provide you these services, personalise your experience and send you service related updates and communications.
  3. You have a number of rights including the right to request access to, change, or remove your personal information, or to change your marketing preferences (including withdrawing your consent at any time.) Please see our Privacy Policy (opens in new window) to learn more about managing your marketing preferences or deleting your account.
  4. Our Data Protection Officer can be contacted by emailing: dataprotection@disney.co.uk.
  5. You have a right to lodge a complaint with the UK Information Commissioner's Office: https://ico.org.uk/ (opens in new window).
  6. For more information about Disney's data collection and use practices please read Disney's Privacy Policy (opens in new window).

By clicking "Submit", you agree to our Terms of Use (opens in new window) and acknowledge that you have read our Privacy Policy (opens in new window) and Collection Statement (opens in new window).

For more information about our general data collection, use, and practices, including how to manage your preferences, please read our Privacy Policy (opens in new window). I have read and agree to the Terms of Use (opens in new window).

Privacy Policy Agreement

Privacy Policy Agreement

Privacy Policy Agreement

Privacy Policy Agreement

Privacy Policy Agreement