Media Delivery Ops Specialist - Platform Operations

The Platform Operations team within Disney Entertainment & ESPN Product & Technology provides Tier 2 operational support for Disney's directtoconsumer platforms, including Disney+, Hulu, and ESPN+. The team is responsible for ensuring the accuracy, reliability, and operational health of platformlevel systems supporting metadata, artwork, and content presentation across the DTC ecosystem.

The Senior Media Delivery Operator is an experienced individual contributor who independently owns complex platform operations workflows and serves as a trusted operational and technical resource. This role focuses on identifying, triaging, and resolving issues related to metadata, artwork, and platform services that impact content discovery, availability, and user experience. The Senior Operator exercises sound judgment during incidents, partners closely with engineering and product teams, and contributes to platform stability through rootcause analysis, documentation, and continuous improvement.

As a Senior Media Delivery Operations Specialist, you will work among a small team responsible for identifying, troubleshooting, triaging, and improving upon an array of complex metadata, artwork, and systems challenges.

• Follow established content issue escalation process for VOD; work to improve upon established escalation processes.

• Be a voice of operational improvement within Hulu's digital supply chain and content toolset; independently and proactively analyze operational workflows to propose scalable solutions to operational issues.

• Maintain documentation and runbook accuracy through regular refinement or creation.

• Provide operational guidance and communicate tech challenges and business requirements effectively to a variety of stakeholders

• Manage multiple tasks simultaneously and be able to respond to issues in a timely and effective manner

• Willingness to take part in a rotating on-call schedule to address timely issues off-hours.

Values

You'll join a team grounded in our Disney values - acting with Integrity, welcoming everyone through Inclusion, embracing boundless Creativity, working together through Collaboration and caring deeply for our Community. These values shape how we work and how we support one another every day.

What You Will Do:

Platform Operations & Tier 2 Support

Own operational execution and coordination for platformlevel issues.

• Serve as Tier 2 operational support for metadata, artwork, and platform services impacting Disney+, Hulu, and ESPN+.

• Partner with Product and Engineering teams to understand platform behaviors, operational requirements, and system dependencies.

• Drive operational needs related to digital supply chain initiatives, platform tooling, and content business priorities.

• Act as a reliable operational point of contact during platformlevel issues, ensuring timely engagement and resolution.

30% of Time

Troubleshooting, Analysis & Incident Response

Primary accountability for investigating and resolving complex operational issues.

• Independently investigate and troubleshoot complex metadata, artwork, and platform system issues affecting content availability or presentation.

• Analyze trends, recurring failures, and systemic issues to identify root causes and recommend corrective actions.

• Create, manage, and document incidents and remediation efforts, clearly communicating impact, status, and resolution.

• Escalate issues appropriately to engineering teams, providing detailed technical context and operational findings.

• Support oncall rotations and respond to offhours incidents as needed to maintain platform reliability.

60% of Time

Training, Documentation & Knowledge Sharing

Strengthen team capability and operational consistency.

• Maintain and update operational documentation, runbooks, and troubleshooting guides to reflect current workflows.

• Support onboarding and training of new team members, sharing subjectmatter expertise and best practices.

• Serve as a knowledgeable resource for peers, helping resolve questions and reinforce standards.

• Promote adherence to established procedures, escalation paths, and operational expectations.

• Demonstrated experience supporting digital media platforms, metadata systems, or content operations in a production environment.

• Strong working knowledge of metadata and artwork workflows for VOD and live content.

• Experience troubleshooting complex operational issues across platform services and content systems.

• Familiarity with JSON and XML structures and formatting.

• Experience interacting with APIs or API documentation (e.g., Swagger).

• Proven ability to manage multiple priorities in a fastpaced operational environment.

• Strong analytical, organizational, and communication skills.

• Ability to work independently with minimal supervision and exercise sound operational judgment.

Preferred Qualifications

• Familiarity with VOD packaging and delivery standards such as MDDF and ADI.
• Experience querying or analyzing data using SQL.
• Background in media operations, platform operations, or reliabilityfocused teams.

Required Education

• Bachelor's Degree in TV/Film Production, Communications, Computer Science, Data Science/Analytics, or similar

Technology is at the heart of Disney's past, present, and future. Disney Entertainment and ESPN Product & Technology is a global organization of engineers, product developers, designers, technologists, data scientists, and more - all working to build and advance the technological backbone for Disney's media business globally. The team marries technology with creativity to build world-class products, enhance storytelling, and drive velocity, innovation, and scalability for our businesses. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers. We work with every part of The Walt Disney Company's media portfolio to advance the technological foundation and consumer media touch points serving millions of people around the world. Here are a few reasons why we think you'd love working here: Building the future of Disney's media: Our Technologists are designing and building the products and platforms that will power our media, advertising, and distribution businesses for years to come. Reach, Scale & Impact: More than ever, Disney's technology and products serve as a signature doorway for fans' connections with the company's brands and stories. Disney+. Hulu. ESPN. ABC. ABC News…and many more. These products and brands - and the unmatched stories, storytellers, and events they carry - matter to millions of people globally. Innovation: We develop and implement groundbreaking products and techniques that shape industry norms, and solve complex and distinctive technical problems., At Disney Entertainment and ESPN Product & Technology, we're blending imagination and innovation to reimagine the ways people experience and engage with the world's most beloved stories and products. Our work is wide-ranging and deeply sophisticated. We create amazing experiences, transform the future of media, and build products and platforms that enable the connection between people everywhere and the stories and sports they love. Disney's ability to marry world-class technology with one-of-a-kind creativity makes us unique. It is at the heart of our past, present, and future. We are Storytellers and Innovators. Creators and Builders. Entertainers and Engineers., The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney's stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.