Principal Product Manager, Customer Support Tooling

Disney Entertainment & ESPN Product & Technology Technology is at the heart of Disney’s past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more – all working to build and advance the technological backbone for Disney’s media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company’s media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. Here are a few reasons why we think you’d love working here: • Building the future of Disney’s media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come. • Reach, Scale & Impact: More than ever, Disney’s technology and products serve as a signature doorway for fans' connections with the company’s brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands – and the unmatched stories, storytellers, and events they carry – matter to millions of people globally. • Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems. Commerce, Data & Identity (CDI) provides the core product management functions for areas crucial to Disney’s media businesses. These include initiatives and products that power digital commerce, identity, and growth, as well as those that reach uniquely across The Walt Disney Company enterprise, such as messaging and privacy, among others. Additionally, it is responsible for the data engineering, science, and products for Disney Entertainment & ESPN, along with their interconnection with other parts of The Walt Disney Company. The ideal candidate is a visionary leader with a proven track record of building scalable, high-performing platforms. You will combine deep technical understanding with a rigorous, metrics-driven approach to product development, identifying opportunities for innovation, optimizing agent workflows, and ensuring our tooling is robust, efficient, and dynamic enough to adapt to diverse customer needs. We value passionate product leadership that drives with discipline and attention to detail. Responsibilities • Define and champion the product vision, strategy, and roadmap for our customer support tools, aligning with overall business objectives and customer needs. • Drive highly cross-functional initiatives from ideation and requirements gathering to launch and post-launch optimization. • Collaborate extensively with customer support leadership teams, agents, and other internal stakeholders to deeply understand their workflows, pain points, and ever-evolving tooling needs • Translate complex business problems and user needs into clear and concise product requirements, user stories, and acceptance criteria. • Drive product decisions through a strong analytical and data-driven approach, defining key performance indicators (KPIs) for customer support tooling, monitoring performance, and iterating based on quantitative and qualitative insights. • Proactively identify technical opportunities and challenges, working closely with engineering teams to architect scalable solutions and ensure the technical health and reliability of our commerce tooling. • Champion operational efficiency within the customer support tooling ecosystem, seeking out opportunities for simplification and automation. • Communicate product strategies, progress, and strategic rationale effectively to diverse audiences, including senior leadership and cross-functional partners. • Stay abreast of industry trends, customer service technologies, and emerging best practices in large-scale platform development. • Act as a subject matter expert for customer support tooling and core commerce processes, providing guidance and thought leadership across the organization. Basic Qualifications • 10+ years of product management experience, with a significant portion focused on complex B2B or internal tooling platforms, commerce systems, or large-scale operational tools. • Bachelor’s Degree • Demonstrated experience defining and executing product roadmaps that have led to significant business impact and improved user experience. • Proven ability to lead and influence cross-functional teams, including engineering and design, operations, analytics, and legal & compliance. • Strong technical aptitude with the ability to engage in engineering discussions, understand architectural considerations, and make informed technical trade-offs. • Exceptional analytical skills with a track record of using data, metrics, and various testing approaches to drive product decisions and measure success. • Excellent written and verbal communication skills, capable of communicating effectively across a wide range of audiences. • Experience working in dynamic, fast-paced environments, with a proven ability to manage multiple priorities and adapt to change. • Strong proficiency with agile development methodologies and product management tools (e.g., Jira). Preferred Qualifications • Experience with customer service platforms, CRM systems, or agent-facing tools in a high-volume environment. • Background in subscription-based businesses or digital streaming services. • Experience with global platforms and understanding of international market nuances. • Proven track record of leveraging AI/ML technologies, such as natural language processing, GenAI, and/or predictive analytics to design and deliver customer service solutions that enhance the user experience, reduce resolution times, and agent productivity. Additional Information #DISNEYTECH #CDI The hiring range for this position in San Francisco, CA is $201,900 - $270,700 per year, in NYC are and Seattle, WA is $193,100 - $258,900 per year, and in Los Angeles area is $184,300 - $247,100. 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 tot his job