Business Operations Manager - Incident Management

$102,000 - $136,700/Yr

Disney - Glendale, CA

Full-time - Mid Level

Remote - Glendale, CA

Motion Picture and Sound Recording Industries

About the position

The Business Operations Manager - Incident Management plays a crucial role in overseeing incident management for Disney's Direct to Consumer (DTC) streaming services, including Disney+, Hulu, and ESPN+. This position involves collaborating with various teams to translate technical issues into business impacts, crafting executive communications, and ensuring a seamless user experience for subscribers. The role requires a deep understanding of the Streaming Commerce and Entitlement ecosystem and participation in an on-call rotation for incident management.

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 interface with senior executive leadership.
• Write concise executive memos and reports for senior leadership and respond promptly to executive inquiries.
• Understand the broader impact of technical or production incidents on streaming products and customers.
• Act as a cross-functional subject matter expert on the Streaming Commerce and Entitlement ecosystem.
• Maintain a comprehensive understanding of the content release calendar and ensure content elements are correctly on service.
• 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.

Requirements

• 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 with an inquisitive mindset.

Nice-to-haves

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

Benefits

• Medical benefits
• Financial benefits
• Bonus and/or long-term incentive units may be provided as part of the compensation package.