Product Manager, Conversational Support

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 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 exp...