Senior Manager, Continuous Improvement

The Senior Manager, Continuous Improvement is responsible for supporting TWDC Enterprise Services and Platforms in driving customer success. With a strong foundation in process improvement, program management, product management, organizational change management, and data strategy, this role requires an exceptional ability to tell compelling stories that communicate the "why" behind transformation efforts, building buy-in, and fostering a sense of shared purpose.
As a Continuous Improvement lead, they will develop deep expertise in Lean Six Sigma strategies and deliver measurable impact for the Services and Platform organization within Enterprise Technology. This includes ensuring consistent and accurate metrics and Service Level Agreements (SLAs) for all platforms, aligned with industry standards.
Key Responsibilities
Process Improvement and Innovation

• Lead and develop a high-performing team of Process Experts, fostering a culture of collaboration, accountability, and innovation.
• Leverage frameworks like Lean Six Sigma to collaborate and facilitate with stakeholders to identify opportunities for improvement.
• Define and implement Objectives and Key Results (OKRs) and key performance indicators (KPIs) to measure and report the effectiveness of Services and Platforms to our Segment Customers.
• Leverage industry tools like Capability Maturity Matrix (CMMI) to assess the maturity of processes and identify quantifiable actions to increase maturity.
• Lead a team of experts that can facilitate creative problem solving and dialogue to solve for complex problems.
• Drive operational efficiency by identifying and implementing process improvements, automation, and optimization initiatives.
• Streamline workflows, eliminate redundancies, and enhance productivity across departments.
• Leverage the use of Agile/SCRUM methodologies to create adoption initiatives in quick, lean timelines.
• Collaborate with Services and Platform leaders to identify duplicative activities, evaluate Roles and Responsibilities, and create synergies across the teams.
• Work with Vendors to ensure Service Level Agreements (SLAs) measure customer experience. Identify vendor scorecard attributes that will develop strategic relationships with vendors.
• Build a culture of continuous improvement by creating training and mentoring staff on best practices.

Data Strategy

• Develop and implement data strategies to help Services and Portfolio make data-driven decisions that drive customer satisfaction.
• Create mechanisms for consistent and accurate metrics and SLAs for all platforms.
• Identify business and customer needs and assess areas where data can add value.
• Create inventory of systems and data and partner with other departments to build data marketplace.
• Lead assessment of existing dashboards, create process for standard calculations, and provide real time availability to a "one-stop shop" of data.
• Leverage data-driven insights to continuously improve transformation strategies and tactics.
• Mentor others to foster a culture of data-driven decision-making
• Creating culture of citizen "data scientists"

Product Management

• Create governance for product development, while leading and prioritizing the overall vision and strategy for a particular product, and how it will enhance Services to Segment Customers to deliver best in class practices.
• Own the creation, prioritization, communication, and other product review cycles to drive consistency and standards for technical product management across all services & platforms
• Drive and collaborate with Product Team in reviewing product roadmaps, coordinating with product and engineering teams, and incorporating customer feedback.
• Create Roadmap Analysis (initiative sizing and definition, prioritization framework, budgeting, reconciliation, benchmarking).
• Lead and enhance the product lifecycle through research, planning, development, product launch, support and optimization to build services that meet customer needs.

• Prioritize the customer experience and position user feedback as a key metric for a successful products and services
• Implement continuous feedback loop and Voice of the Customer to ensure timely resolution of issues.

• Ensure stakeholders and partners across the company have an active entry point. Create BU Partnership and Stakeholder buy-in.
• Create Communications and Executive Reporting with the ability to tell a story to drive socialization materials.

Adoption and Organizational Change Management

• Develop and implement a comprehensive transformation strategy aligned with the organization's goals and objectives.
• Identify areas for improvement, lead through change, and ensure successful implementation of transformation initiatives.
• Develop and implement change management programs to ensure smooth adoption of new processes, technologies, and organizational structures. Champion a culture of continuous improvement and innovation across the organization.
• Build strong relationships and effectively communicate the vision and benefits of transformation efforts

• Provide strategic direction for portfolio and project management, ensuring alignment with the organization's goals and initiatives.

Qualifications:

• 10+ years of technology experience
• Exceptional critical thinking and problem-solving skills, with the ability to navigate complex challenges and lead through change.
• Experience in change management, data management, and operational excellence.
• Prior Consulting Experience preferred
• Exceptional leadership, communication, and relationship-building skills.

Desired Qualifications:

• Experience and deep knowledge of the entertainment industry as well as other TWDC businesses (Studios, Streaming, Broadcast, Retail, etc).
• Experience within 2 or more Disney business segments.

Education:
Bachelor's degree in business or technology or a related field.
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The hiring range for this position in California is $167,700 - $224,900 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 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.