Address
Form of work
SalaryProcess & Systems Coordinator
Apply Later
This role is considered remote, which means the employee will work remotely on an ongoing basis and will not have an assigned workspace at a Company designated location.
Job Summary:
About the Role and Team:
Disney store and shopDisney are the retail merchandising arms of Disney Experiences, the business segment of The Walt Disney Company (NYSE:DIS) and its affiliates that extends The Walt Disney Company’s brands to merchandise. Disney store and shopDisney is owned and operated by Disney in North America, Europe, Japan and China. Disney store and shopDisney carry high-quality products and books, including exclusive product lines that support and promote key entertainment initiatives and characters from Disney, Pixar, Star Wars, Marvel and National Geographic. shopDisney.com is the U.S. ecommerce destination for guests of all ages, offering a curated selection of products, global collections and collaborations from Disney and licensees, including trend fashion and accessories, toys, home and collectibles. Disney store and shopDisney offer magical shopping experiences that can only be delivered by Disney, one of the world’s largest and most successful entertainment companies. There are currently Disney store locations in North America, Japan, China and Europe, plus online stores www.shopdisney.co.uk, www.shopdisney.de, www.shopdisney.es,www.shopdisney.fr, www.shopdisney.it, and www.disneystore.co.jp.
The Systems & Process Coordinator is responsible for the day-to-day operational performance of Disney Retail systems, with a primary focus on Guest-facing, Guest Experience, and Contact Center support. The role will regularly collect, analyze, and read-out key data and operational areas of opportunities, with a focus on leading a broader audience to immediate mitigation as well as root cause resolution. The role includes provisioning system access, and ongoing process/workflow maintenance, seeking the best outcomes for our Cast, our Guests, and overall business efficiency. The individual will also play a key role in performance reporting and Guest sentiment analysis.
This role sits remotely and reports to the Manager, Process & Systems.
What You Will Do:
This role is part of the Disney Retail Guest Experience (GX) team, ensuring proper Guest-facing and Cast supporting systems are optimal, intuitive, and produce the desired results. This would include maintaining and redesigning process flows, and the subsequent systemic administrative adjustments within the various tool sets. You will provision, maintain, and decommission tool access for the GX and related teams. New and existing vendor performance oversight is a key responsibility. All of the above culminates in extensive reporting output, inclusive of ongoing analytics, and business process improvement recommendations.
Required Skills & Qualifications:
- Minimum one year experience in a service or support role providing solutions for complex scenarios
- Outstanding written and verbal communication to ensure Guests and partners understand the information shared and the priorities
- A curious mentality, supported by inquisitive, systematic approach to diagnosis of root issues and seeking potential solutions.
- Capacity to confidently solve complex situations, both in team settings and individual capacities
- Experience and expertise with Microsoft Office suite and the ability to quickly learn and master a multitude of new and diverse applications generally associated with but not limited to e-commerce, retail, registration, and payment systems
- Ability to develop and maintain effective relationships and partnerships.
- Task-oriented with high attention to detail, and follow-through; comfort in ambiguity and changing of priorities
- Self-starter with strong Guest service skills
- Ability to handle confidential information
- Flexibility with assignments and scheduling based on operational needs, inclusive of nights and weekends
Preferred Qualifications:
- Extensive knowledge of applications such as Microsoft Teams, Slack, Zendesk, Salesforce, IBM Sterling, Medallia, Bazaarvoice, SAP and/or payment processing software
- Experience working with ticketing systems used to report and track system issues
- Spreadsheet proficiency in managing and analyzing large quantities of data
- Preferred previous Disney and/or customer service background
Additional Information:
Our Benefits: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits
The hiring range for this remote position is $ $41,200 to $ $63,400 per year based on a 40 hour work week. The amount of hours scheduled per week may vary based on business needs. 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.
Meet the Disney Cast Member Who Helps Create Happiness with Books
“I feel like the most rewarding part of my role is that because I work on the global scale, I’m exposed to multiple, rich cultures and heritages around the world. And I have the opportunity to work with some of the best professionals in the publishing industry,” shared Publishing Lead, Andrew.
Pinning the Pixie Dust: Discover A Pin-spiring Disney Journey
Pin trading has become a beloved family tradition at Disney Parks globally, and behind the shiny pin boards, there is a team of talented designers who bring that magic to life. One of those designers is Jes, Product Design Manager for the Disney Pin Trading Center of Excellence.
Leveling Up Classic Stories Through the Magic of Gameplay
The Disney Games team is made up of creative thinkers who partner with developers across the globe to help empower and build the next generation of Disney and Pixar games and experiences. Part of the team working with these developers to create games infused with Disney magic is Erin, a Manager of Game Design and Narrative for Walt Disney Games.
