Sr. Technical Account Manager, Customer Journeys
About The Position
About the Role & Team Disney’s Direct-to-Consumer (DTC) team oversees the Hulu and Disney+ streaming businesses within Disney Entertainment, helping to bring The Walt Disney Company’s best‑in‑class storytelling to fans and families everywhere. Disney’s Technical Partner Growth and Technical Account Management (TAM) team within the Direct‑to-Consumer organization is composed of industry thought leaders and innovators collaborating with partners across Disney+, ESPN, and Hulu. The team serves as a strategic ally to global partners, fostering strong, collaborative relationships that support Disney’s streaming product and technology initiatives worldwide. Partnerships span mobile platforms, connected devices, consumer electronics, and telecom operators, driving the success of Disney’s streaming services on a global scale. What You Will Do As a Senior Technical Account Manager, Customer Journeys , you will serve as a critical bridge between business, product, and technology teams, shaping how subscribers experience Disney+ through our B2B2C partner ecosystem. This role requires strong operational execution, analytical thinking, and a passion for optimizing customer experiences that drive subscriber growth, activation, engagement, and lifetime value.
Requirements
- Minimum of 7 years of experience in technical account management, product management, consulting, or a related role.
- Strong proficiency in building and delivering executive‑level presentations, including clear storytelling and data‑driven insights.
- Ability to present effectively to large audiences, both remotely and in person.
- Experience creating wireframes, onboarding guides, and providing recommendations to enhance customer portals or partner‑facing tools.
- Exceptional organizational and planning skills, with the ability to manage multiple priorities simultaneously.
- Willingness and ability to travel domestically and internationally, as required.
- Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
- Working knowledge of—and demonstrated efficiency with—AI‑enabled tools.
- Experience using customer journey mapping and visualization tools (e.g., Lucidchart, Figma) to document and review end‑to-end digital purchase journeys.
- Exceptional customer relationship and account management skills, with the ability to influence, partner with, and advocate for Disney’s product and technology initiatives.
- Proven experience working with third‑party consumer electronics partners, middleware providers, SoC manufacturers, OEMs, and platform distribution partners.
- Strong verbal, written, and interpersonal communication skills, with the ability to translate complex technical concepts into clear business impacts and vice versa.
- Demonstrated ability to identify core business objectives and technical requirements to drive successful partner launches and sustained operational support.
- Highly skilled at managing and prioritizing multiple workstreams in a fast‑paced, global environment.
- Strong analytical and problem‑solving skills, with a high attention to detail.
- Ability to investigate complex issues, develop scalable solutions, and deliver strategic, data‑backed recommendations to product, technology, business, and executive stakeholders.
- Proven experience modeling, interpreting, and translating data into compelling business insights.
- Extensive experience building and launching customer‑facing websites, applications, storefronts, and purchase journeys, including front‑end UX design and performance optimization.
- Deep understanding of purchase journeys and subscription product mechanics, as well as streaming media platforms across web, mobile, connected devices, living room devices, and set‑top boxes.
- Experience analyzing conversion and success metrics across customer journeys and using data to inform optimization strategies.
Nice To Haves
- Experience working with MVPDs, Pay TV/IPTV providers, telecom companies, or consumer electronics partners.
- Experience within a Direct‑to-Consumer or subscription‑based business.
- Experience with performing customer experience audits 0 technical review and auditing of subscription and checkout flows both hands-on and via remote‑access, leveraging screen capture and replay tools.
- Knowledge of streaming media platforms, metadata pipelines, and related features.
- Familiarity with Google Workspace tools (Sheets, Slides, Docs) and data visualization platforms such as Looker or Tableau.
Responsibilities
- Serve as the primary point of contact for internal teams and external partners for the development, review, and approval of partner customer journeys, from initial exposure through activation and ongoing engagement within Disney+.
- Operate at the intersection of commercial strategy and product/technology to optimize partner‑integrated experiences across web, mobile applications, set‑top boxes, and connected devices.
- Partner closely with Product Managers, UX Designers, Engineering, Marketing, Legal, Business Operations, PMO, Commercial, and Localization teams to ensure launch readiness and high‑quality customer experiences.
- Lead workshops, reviews, and working sessions to support effective onboarding, awareness, and engagement within partner environments.
- Regularly audit live, in‑market customer journeys to identify friction points and opportunities for optimization across the customer lifecycle.
- Analyze key performance metrics including subscriber growth, activation, engagement, churn, and lifetime value to assess partner performance and recommend improvements.
- Translate complex data and insights into clear narratives and actionable recommendations for internal stakeholders and partners.
- Continuously collaborate with Product and Engineering teams to drive scalable solutions and evolve best practices.
- Support visibility into partner journeys across platforms by partnering with internal and external engineering teams.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
