The Walt Disney Company
·Artificial Intelligence
Product Manager, Conversational Support
About this role
Drive the support journey across chat and voice channels for Disney's streaming services, bridging automated and human-assisted support. Design conversational AI experiences and lead integrations that power seamless transitions from self-service to live agents.
Must have
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
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 ability to translate technical complexity for non-technical stakeholders
Technologies
Responsibilities
Own and execute the roadmap for support experiences across chat and voice channels
Design and optimize conversational experiences including live chat interactions and transitions from self-service to live agents
Define integration requirements and partner with engineering to deliver cross-system integrations spanning authentication, routing, context sharing, CRM, localization
Drive product execution from requirements through launch with Engineering, Design, Content, WFM, and Localization teams
Identify and evaluate opportunities to apply AI and automation across the support experience
Design and implement feedback mechanisms including CSAT collection and quality assessments
Define and track product performance metrics using data and experimentation to validate decisions
Benefits
Recruitment process
Role sits at intersection of conversational AI, live support, and customer experience
High-impact role requiring strong product judgment, technical fluency, and customer experience expertise
Disney uses AI tools in recruitment process with human review incorporated at every stage
Company provides equal employment opportunity and welcomes applications from persons with disabilities
Accommodations available upon request for candidates in any aspect of selection process
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