Viewer Experience Intern

Job Description

The Walt Disney Company is seeking a capable and customer-focused intern for the position of Viewer Experience Intern for Disney Streaming covering APAC (excluding KR and JP). This individual will report directly to the Viewer Experience (VX) Manager, APAC and will collaborate cross-functionally with the broader Disney Streaming team, the global Viewer Experience team, as well as groups and stakeholders from business units across The Walt Disney Company.

This intern will support the operational performance of our Business Process Outsourcer (BPO) and upcoming exciting product initiatives with a focus on VX. They will focus on improving APAC CS processes to increase operational efficiency, quality, and customer KPIs.

Responsibilities:

• Operational performance management:
• Compile and deliver weekly Viewer Experience performance reports summarizing Business Process Outsourcer (BPO) performance and trending issues for the benefit of stakeholders across the business.
• Pull ad hoc issue/trend specific BPO performance reports as required.
• Run weekly checkins with the BPOs and share business updates as needed.
• Take and distribute meeting notes as required.
• Team collaboration:
• Provide daily operational support for BPOs on contact drivers, customer feedback, and identify areas of improvements.
• Communicate with Viewer Experience (VX) Teams across the business on BPO pain points.
• Collaborate with cross-functional Disney Streaming team on product initiatives.
• Problem solving:
• Assist with investigatory work, analyzing performance data to identify trends and root causes and reviewing samples of data to pull out specific examples illustrative of particular issues.
• Audit and troubleshoot product issues, providing escalations to product and engineering teams as necessary.

Internship Requirements:

• Currently an undergraduate pursuing a bachelor’s degree.
• Still an undergraduate and not yet graduated during the internship period.
• Must be available for full-time internship commitment (Monday to Friday, 9am-6pm) between July to December 2024.
• Indicate your internship availability (start and end date) in your resume.
• Indicate your expected graduation date in your resume.

*Please apply to this job posting only if you are available for a full-time internship during the stated period. Please note that only shortlisted candidates will be contacted.

Requirements:

We look for interns who demonstrate potential in the following areas:

• Currently an undergraduate pursuing a bachelor’s degree in Business Administration or any related field.
• Self-starter, self-motivation and are always looking for opportunities to improve VX processes.
• Strong organizational and process orientation skills; able to plan, meet deadlines, produce workflows and implement processes confidently.
• A curious mindset with the ability to think strategically and drive results.
• Strong team player with a positive and determined attitude.
• Possesses strong interpersonal skills with a high level of enthusiasm in collaborating in cross-functional teams.
• Thrive in a high-paced environment and adapt quickly to changing priorities; willingness to learn, ask questions, demonstrate resourcefulness and attention to detail, and work with ambiguity.
• Excellent written and verbal communication skills.
• Excellent time management and multi-tasking skills.
• Passionate about customer experience and providing seamless interactions to viewers.
• Proficient in Google Suite, MS Office.

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences, and perspectives. #LI-DNI