Product Manager, Conversational Support

Job Summary:

Department/Group Overview:

Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s direct-to-consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The Disney Direct-to-Consumer (DTC) Viewer Experience organization is seeking a Product Manager, Conversational Support to join the Self-Service Product team. This role sits at the intersection of conversational AI, live support, and customer experience, owning the critical bridge between automated and human-assisted support.You will drive the support journey across chat and voice channels, focusing on live support interactions, seamless transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback. You’ll design intuitive, delightful support experiences and lead the integrations that power them to reduce friction and improve customer satisfaction at scale.

This is a high-impact role requiring strong product judgment, technical fluency, and customer experience expertise to deliver scalable, reliable solutions that enhance viewer and agent interactions. If you’re excited to shape seamless support experiences through AI and conversational technologies at global scale, we’d love to hear from you.

Responsibilities and Duties of the Role:

• Own and execute the roadmap for support experiences across chat and voice channels, defining the vision for how viewers move between self-service and live support.

• Design and optimize conversational experiences, including live chat interactions, transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback flows to reduce friction and improve resolution.

• Define integration requirements and partner with engineering to deliver cross-system integrations spanning authentication, routing, context sharing, CRM, localization; This includes evaluating API connections, data flows, and architectural tradeoffs across systems.

• Drive product execution from requirements through launch, partnering with Engineering, Design, Content, WFM, and Localization teams to deliver scalable solutions.

• Identify and evaluate opportunities to apply AI and automation across the support experience, translating emerging capabilities into concrete product improvements.

• Design and implement feedback mechanisms — including CSAT collection for virtual and live agents and quality assessments — and use insights to drive measurable improvements in support quality and customer satisfaction.

• Define and track product performance metrics; use data and experimentation to identify gaps, validate decisions, and communicate impact to stakeholders.

Required Education, Experience/Skills/Training:

• Bachelor’s degree or equivalent practical experience.

• 3+ years of product management experience for consumer-facing or enterprise products at global scale.

• Demonstrated experience owning integrations and understanding data flows across systems, equipped to write detailed requirements, read system architecture diagrams, and drive engineering discussions.

• Familiarity with contact center technologies, CRM platforms, conversational AI or virtual assistant platforms.

• Strong analytical skills, defining metrics, running experiments, and using data to prioritize and validate product decisions.

• Experience driving cross-functional execution across engineering, design, content, and localization teams.

• Excellent written and communication skills with a proven ability to translate technical complexity for non-technical stakeholders and vice versa.

Nice to Haves:

• Experience shipping conversational products

• Familiarity with AI or ML-powered products, particularly in a support or conversational context (e.g., agent assist, intent classification, NLU)

• Experience incorporating AI tools in day-to-day product work to accelerate product delivery

Our Company proudly provides equal employment opportunity for all employees and applicants.  We welcome and encourage applications from persons with disabilities.  Accommodations are available upon request for candidates taking part in any aspect of the selection process.  Accommodations are available upon request for candidates taking part in any aspect of the selection process.

Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

At Disney, we incorporate certain artificial intelligence (AI) tools to support aspects of our recruitment process.

Specifically, AI may be used to:

• Recommend potential job opportunities

• Prioritize applications based on job qualifications and role requirements

• Assist in automating scheduling of interviews

• Supplement recruiter notes during interviews

• Personalize communication to improve the recruitment experience

We are committed to ensuring that the use of AI does not introduce bias into our hiring practices. Our AI tools are designed and monitored to promote fairness, consistency, and compliance with applicable equal employment opportunity laws. Human review is incorporated into every aspect of the recruitment process, from review to hire. AI tools are intended to solely assist and enhance the recruitment process. All final candidate advancement and hiring decisions are made by human recruiters and hiring managers.

The pay range for this position within Canada is C$57,000 to 78,300 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 full range of medical, financial, and/or other variable pay or benefits, may be offered dependent on the level and position offered.