At a Glance
- Tasks: Build and maintain strategic relationships with partners to enhance customer experience.
- Company: Join Disney's dynamic team in London, where creativity meets collaboration.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Thriving culture focused on continuous improvement and innovation.
- Why this job: Be a key player in shaping the viewer experience at a world-renowned brand.
- Qualifications: 5+ years in customer-facing roles and strong leadership skills required.
The predicted salary is between 50000 - 65000 £ per year.
We are seeking an experienced professional for the position of Partner Manager within Viewer Experience (Customer Support) for Disney Direct to Consumer. A “Partner Manager” in a BPO (Business Process Outsourcing) setting is responsible for building and maintaining strategic relationships with external partners to ensure smooth operations, maximize customer experience, and achieve business goals by collaborating closely with internal teams within the BPO to deliver excellent service and meet performance expectations; essentially acting as a liaison between the BPO and its partners, focusing on relationship management and driving mutual benefits.
In this role, you will manage the daily operation of a number of our BPO sites, driving accountability and outcomes through consistent, professional dialogue, coaching, proactive action planning, root cause analysis and problem‑solving. The goal is the best possible customer experience by making sure our viewers contacts are handled in a positive and effective manner.
This role is key to our mission: raising the voice of the customer from our partners’ agents, straight into the business, seeking constant improvements. This will include coordinating the operations between Disney local/global teams and Disney partner teams who manage the day‑to‑day interactions with our customers, always infusing the Disney mission, values, and culture into the partner teams so they are reflected in the support that they deliver.
If you are someone who thrives on fostering a culture of high performance and is equally motivated to drive continuous improvements across functional teams and partners, then this is a great role for you. This role will be based in our London Hammersmith office, 4 days a week, with the option to work from home on Monday or Friday.
What You’ll Do:
- Relationship Management: Regularly communicate with partners, understand their needs, address concerns, and proactively manage expectations to foster strong, long‑term relationships ensuring a continuous improvement mindset.
- Build a strong team culture with partners that embraces shared values and standards, so they deliver a customer experience that represents the Disney brand across the assigned region.
- Performance Monitoring: Track key performance indicators (KPIs) such as Positive Experience, Issue Resolution, Average Handle Time, After Call Work, Quality, and Speed to Answer Rates related to partner performance; identify areas for improvement, co‑develop action plans, monitor outliers, and collaborate with partners to optimize results across the advocate population.
- Internal Collaboration: Work closely with internal teams like Internal Operations, Workforce Management, Launch Readiness, Quality, Training, Communications and PMO to ensure seamless partner integration and alignment with company strategy.
- Partner Training and Support: Provide ongoing training and support to partners on BPO services, processes, and systems to ensure their ability to effectively sell and deliver solutions.
- Issue Resolution: Identify and resolve any partner‑related issues promptly, act as a point of contact for partner concerns, and provide coaching or best practices to help elevate response.
- Market Analysis: Stay updated on industry trends and competitor activity to inform partner strategy and identify potential new partnership opportunities.
- Lead weekly and monthly meetings with BPOs to review operations and drive performance to optimal results.
- Provide insights and recommendations for executive meetings (MBR/QBR).
- Drive accountability and improvements in agent‑level performance via scorecard reporting, including tracking of corrective actions, glide‑path goals, and issue resolution across agents, teams, supervisors, etc.
- Bring the voice of the customer and advocates to the stakeholders to develop new features, processes, and tools to improve the viewer experience.
- Audit areas of the SOW, playbooks, etc.
- Collaborate in the gathering of info for new help center articles creation (FAQs / KBs).
- Ensure the BPOs readiness for special events such as Partners launches, promos, and communications reinforcements.
- Administrative support tasks: POs / Invoicing follow‑up / Payments.
What You’ll Need:
- Bachelor’s degree in Business Administration, Business Management or similar (ideal).
- 5+ years working in a high‑volume customer‑facing environment, with operational leadership experience.
- 5+ years operational leadership experience.
- Experience in building and managing internal or external teams.
- Excellent communication and interpersonal skills to build rapport with partners.
- Analytical skills to monitor partner performance and identify areas for improvement in driving continuous improvement in operational processes through partner leadership.
- Flexible – willing to support the operation, including travel to overseas BPO sites, some weekends, nights, and holidays.
- Project management skills to oversee partnership initiatives.
- Proven ability to lead through influence and advocacy.
- Problem‑solving skills for multiple, complex issues including escalations management.
- Able to work in an environment of change and the ability to deliver to tight deadlines.
Preferred Qualifications
- 3+ years working in a Partner/Vendor company or managing relationships with BPO Partners.
- Strong business acumen and understanding of the BPO industry.
Partner Manager employer: Dormont Manufacturing Co
At Disney, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions creativity and collaboration. As a Partner Manager in our London Hammersmith office, you will benefit from flexible working options, ongoing professional development, and the opportunity to make a meaningful impact on customer experiences while embodying the Disney values. Join us to thrive in a supportive environment that encourages innovation and personal growth, all while being part of a globally recognised brand.
StudySmarter Expert Advice🤫
We think this is how you could land Partner Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with BPOs or have experience in partner management. A friendly chat can lead to valuable insights and even job leads.
✨Tip Number 2
Prepare for interviews by researching Disney's values and culture. Show how you can embody these in your role as a Partner Manager. Tailor your examples to highlight your relationship management skills and operational leadership experience.
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss how you've tackled complex issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and impress the interviewers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the Disney team and contributing to an amazing viewer experience.
We think you need these skills to ace Partner Manager
Some tips for your application 🫡
Show Your Passion for Partnerships:When writing your application, let us see your enthusiasm for building strong relationships. Share examples of how you've successfully managed partnerships in the past and how you can bring that experience to our team.
Highlight Your Problem-Solving Skills:We love a good problem-solver! Make sure to include specific instances where you've tackled complex issues, especially in a customer-facing environment. This will show us you're ready to handle the challenges of the Partner Manager role.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Dormont Manufacturing Co
✨Know Your Partners
Before the interview, research Disney's partners and their operations. Understand their needs and how they align with Disney's values. This will help you demonstrate your ability to build strong relationships and show that you're proactive about understanding partner dynamics.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've resolved complex issues in previous roles. Highlight your analytical skills and how you've used them to drive continuous improvement. This is crucial for a Partner Manager role where you'll need to tackle challenges head-on.
✨Emphasise Communication Skills
Since this role involves regular communication with partners, be ready to discuss your interpersonal skills. Share experiences where you've successfully managed expectations or addressed concerns, showcasing your ability to foster long-term relationships.
✨Demonstrate Flexibility and Leadership
Be prepared to talk about your experience in leading teams and managing operations in a high-volume environment. Highlight your flexibility and willingness to support operations, even if it means travelling or working unconventional hours. This shows you're committed to achieving optimal results.
