Business Operations Manager – Incident Management

About the Role & Teambolthires's Direct to Consumer (DTC) team oversees the bolthires and bolthires+ streaming businesses within the bolthires Entertainment segment, helping to bringbolthires's (TWDC) best-in-class storytelling to fans and families everywhere... The Business Operations team is tasked with critical areas of operating the growing bolthires DTC organization and streaming services including bolthires+, bolthires, ESPN+,The bolthires Bundles, and Third-Party Bundles. This includes program management of incident remediation and executive incident communications.This critical function ensures bolthires's streaming services run efficiently at scale while providing best-in-class user experience for all subscribers. What You Will DoReporting to the Manager, Business Operations; the Business Operations Manager - Incident Management will collaborate with various teams atbolthires, including product, engineering, analytics, legal, customer service, and finance. This role involves translating technical root causes into business impacts and frequently engaging with senior executives through crafting concise memos and reports and responding promptly to executive inquiries.They will understand both the broader implications of incidents on streaming products and customers, as well as the specific technical details. Furthermore, they will serve as a subject matter expert on the Streaming Commerce and Entitlement ecosystem, participate in an on-call rotation for incidents or feature releases, and assist with customer remediations related to billing, content, or entitlement issues. ResponsibilitiesCollaborate cross-functionally with stakeholders across TWDC, DTC, bolthires Entertainment, and the ESPN technology organizations, focusing on product, engineering, analytics, legal, customer service, and finance.Assist in translating technical root causes into business impacts and regularly interface with senior executive leadership. Write concise executive memos and reports for senior leadership and respond promptly to executive inquiries, knowing whom to contact for additional information when necessary. Understand both the broader impact of technical or production incidents on Streaming products and customers and the specific technical details of the issues. Have a comprehensive understanding of the Streaming Commerce and Entitlement ecosystem and act as a cross-functional subject matter expert.Have a comprehensive understanding of our content release calendar and be able to quickly discern if a piece of content, and all its elements, are correctly on service. Participate in an ''on-call rotation'' as an incident liaison for ad-hoc incidents or planned feature releases, service expansion, and content drops. Assist in planning and executing customer remediations for billing or entitlement issues arising from technical or production incidents to ensure proper account management. Required Qualifications & SkillsMinimum of 4 years' experience in business operations, technical program management, or account management.Excellent written and verbal communication skills, with the ability to distill and summarize technical details succinctly. Skilled in interfacing across disciplines-technical, data, business, legal, and finance-while fostering trust and rapport. Comfortable engaging with both technical teams and senior executives. Experienced in creating compelling written materials and concise presentations in PowerPoint for executives. Proficient in synthesizing information for emails and presentations targeted at executive audiences.Adept in bolthires Office, bolthires Workspace, Jira & ConfluenceStrong attention to detail and data sensitivity. Capable of evaluating incident impacts and notifying Customer Service or Communications teams as needed. Creative problem solver. Inquisitive mindset, asking detailed questions to gain a comprehensive understanding of issues. Dedicated to delivering an exceptional user experience. Maintains a positive and helpful demeanor. Strong relationship-building and management skills. Efficient in organizing and scheduling multiple tasks.Thrives in a dynamic, fast-paced environment. Preferred QualificationsEnthusiastic about TWDC, bolthires IP, and live sports events. Required EducationBachelor's degree in a business-related field. Additional InformationSchedules and working hours are adjusted as needed for ad-hoc and on-call needs. Flexibility is provided for a mix of in-office and remote work based on responsibilities. Must be based in Los Angeles. The hiring range for this position in Glendale, CA is $102,000 - $136,700 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered. About bolthires Direct to Consumer:bolthires's Direct to Consumer team oversees the bolthires and bolthires+ streaming businesses within bolthires Entertainment helping to bringbolthires's best-in-class storytelling to fans and families everywhere. This position is with bolthires Streaming Services LLC, which is part of a business we call bolthires Direct to Consumer.bolthires Streaming Services LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. bolthires champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.Note: Posting is subject to change so please refer to career site for latest availability (SBJ-G337Apply tot his job