Product Manager, Conversational Support

Job Posting Title: Product Manager, Conversational Support Req ID: 10154299 Job Description: Department/Group Overview: Disney Direct to Consumer (DTC) includes premium streaming services with Hulu, a premium streaming service that offers premium originals, current season TV, a massive library of hit series and movies, and live television and Disney+ is the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo.

Our DTC team is looking for hardworking team-players to join the Viewer Experience team, who will thrive upon the legacy of Disney, and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company ’s direct-to-consumer (DTC) experience through strategic hard work and determination.

Job Summary

The Disney Direct-to-Consumer (DTC) Viewer Experience organization is seeking a Product Manager, Conversational Support to join the Self-Service Product team.

This role sits at the intersection of conversational AI, live support, and customer experience, owning the critical bridge between automated and human-assisted support.

You will drive the support journey across chat and voice channels, focusing on live support interactions, seamless transitions from self-service (Help Center, Virtual Assistant, IVR) to live agents, and post-interaction feedback.

You’ll design intuitive, delightful support experiences and lead the integrations that power them to reduce friction and improve customer satisfaction at scale.

This is a high-impact role requiring strong product judgment, technical fluency, and customer experience expertise to deliver scalable, reliable solutions that enhance viewer and agent interactions.

If you’re excited to shape seamless support experiences through AI and conversational technologies at global scale, we’d love to hear from you.

Responsibilities

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