Introduction to The Walt Disney Company
The Walt Disney Company, a global leader in family entertainment and media, is seeking a highly skilled and motivated individual to join its team as a Walt Disney Social Media Customer Support Representative. This is a unique opportunity to work with a renowned brand, providing top-notch support to customers and contributing to the company's mission of creating exceptional entertainment experiences. As a remote worker, you will have the flexibility to work from the comfort of your own home, collaborating with a team of professionals who share your passion for delivering outstanding customer service.
Job Overview
In this role, you will be responsible for providing exceptional customer support to Walt Disney's social media customers, ensuring that their queries and concerns are addressed in a timely and professional manner. You will work closely with the Stage Distribution Operations team, which is responsible for creating and maintaining the distribution of products and services that create value for The Walt Disney Company, its partners, and its fans. Your primary focus will be on providing support for the company's direct-to-consumer services, including Disney+, ESPN+, Star, and Hulu.
Key Responsibilities
- Collaborate with business partners and various technology and operations teams to project manage multiple operational initiatives simultaneously, including creating project plans, informing schedules, identifying key milestones, and maintaining consistent data.
- Participate in the launch of new distribution partners and new content to existing partners to support distribution and revenue growth.
- Work closely with colleagues to fulfill organizational commitments regarding the technical aspects of distribution, data, measurement, and advertising with our distribution partners.
- Support the distribution outreach teams in deal negotiations by providing subject matter expertise related to distribution, advertising, data, and/or measurement.
- Support the process for content distribution of linear networks, FAST channels, audio, and VOD content across set-top-box, mobile, PC, and other digital platforms, SVOD, AVOD, PVOD, electronic home video, and airlines.
- Assist and support with Rights Management related tasks and initiatives (e.g., confirming distribution and music rights for various first and third-party platforms).
- Collaborate with various teams, including sales, finance, analytics, and others to support monetization (e.g., forecasting, revenue analysis) and inform technology roadmaps.
- Coordinate the beginning arrangement renewal review process.
- Identify and review contractual language for key analysis.
- Maintain and coordinate documentation (e.g., project trackers, reporting support, distribution specs, data, manage standard documents, and contractual language).
- Assist the team in the development of presentations, training materials, and reports.
- Summarize distribution sales meetings and provide key advertising/data references to the team.
- Build and maintain relationships with stakeholders across TWDC in sales, operations, production, digital media, legal, accounting, etc., and externally with distributors, colleagues, vendors, and technology developers to support self-learning, support work capabilities, and to advance the objectives of Stage Distribution.
- Support contract negotiations with vendors to obtain services and monetization capabilities.
- Curate business-specific information on B2B exclusive websites (e.g., Partner Zone) and perform system administrator duties as needed.
- Obtain and review reporting from partner data feeds or internal estimation reports.
- System-level maintenance on distributor database (e.g., AIS, Business Intelligence, Syndi, WordPress, Cerebro).
- Live event coordination (e.g., blackouts, microphone validation, metadata validation).
- Verify contractual compliance (e.g., measurement, advertising, usage rules, authentication, distribution).
- Digital advertising review by platform.
- Contribute to a team environment that is open and inclusive and encourages authenticity, communication, and collaboration.
Essential Qualifications
- Bachelor's degree in a relevant field.
- Excellent interpersonal, organizational, written, relationship-building, collaboration, negotiation, customer service, and computer skills (Word/Excel/Outlook/PowerPoint).
- Ability to manage and properly prioritize multiple short-term projects while also setting strong foundations for achieving medium/long-term endeavors.
- Strong attention to detail and accountability.
- Able to own tasks to completion with minimal direction.
- Some travel and non-standard work hours may be required depending on business needs.
Preferred Qualifications
- Experience in customer support, sales, or a related field.
- Knowledge of the media and entertainment industry.
- Familiarity with social media platforms and content distribution.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
Career Growth Opportunities and Learning Benefits
As a Walt Disney Social Media Customer Support Representative, you will have the opportunity to develop your skills and knowledge in a dynamic and supportive environment. You will be part of a team that values innovation, creativity, and collaboration, and you will be encouraged to share your ideas and perspectives to help drive the company's success. With a strong focus on employee development, The Walt Disney Company offers a range of training programs, mentorship opportunities, and career advancement possibilities to help you achieve your professional goals.
Work Environment and Company Culture
The Walt Disney Company is committed to creating a work environment that is inclusive, respectful, and empowering. As a remote worker, you will be part of a global team that values diversity, equity, and inclusion, and you will be expected to contribute to a culture that is open, collaborative, and supportive. With a strong focus on employee well-being, the company offers a range of benefits and programs to support your physical, emotional, and mental health, including flexible working arrangements, employee assistance programs, and access to exclusive discounts and perks.
Compensation, Perks, and Benefits
The Walt Disney Company offers a competitive salary and benefits package to its employees, including medical, dental, and vision insurance, 401(k) matching, and paid time off. As a remote worker, you will also have access to a range of perks and benefits, including flexible working arrangements, home office setup support, and opportunities for professional development and growth. The hiring range for this position is $56,000 - $70,290 per year, depending on location and experience.
Conclusion
If you are a motivated and customer-focused individual who is passionate about delivering exceptional support and contributing to the success of a global entertainment brand, we encourage you to apply for this exciting opportunity. As a Walt Disney Social Media Customer Support Representative, you will be part of a dynamic team that values innovation, creativity, and collaboration, and you will have the opportunity to develop your skills and knowledge in a supportive and inclusive environment. Don't miss out on this chance to join The Walt Disney Company and be part of a team that is shaping the future of entertainment. Apply now!
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