Executive Director, Solutions Engineering

About this role

Job Posting Title: Executive Director, Solutions Engineering Req ID: 10154481 Job Description: Disney Entertainment and ESPN Product & Technology 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.

The Business Operations team helps guide and articulate technology strategy and research, and is responsible for driving the day-to-day operation of the Product & Technology organization, including: project and portfolio management and tracking; organization-level capital, space, and resource management and allocation; process management; technical incident management; and our administrative and workplace experience support team.

Job Summary: The Executive Director, Solutions Engineering leads a critical function within Disney Entertainment and ESPN Product & Technology, responsible for strengthening the operational health, stability, and resilience of the services that support consumer, platform, and enterprise experiences. Reporting to senior Product & Technology (P&T) leadership, this role oversees a broad operational scope spanning the Global Support Center and Operational Readiness, with responsibility for setting strategy, driving execution, and leading other executives, managers, and technical professionals across the organization.

This leader is accountable for operational readiness across launch planning, change governance, incident management, problem management, and they oversee the Global Support Centers, an organization that owns monitoring of service health in a complex, always-on technology environment. The role ensures new products, features, and platform changes are introduced in a controlled and supportable manner, major incidents are led with urgency and clarity, and recurring issues are addressed through disciplined root cause resolution. The Executive Director also serves as a key operational voice across the organization, providing clear and timely communication to technical teams, business partners, and senior leaders during critical events and ongoing operational reviews.

In addition, the role is expected to advance modern operational capabilities, including the use of AI-enabled tooling, automation, and intelligent event detection to improve visibility, reduce manual effort, and support faster, more coordinated response. Success in this position will require strong executive judgment, operational leadership at scale, and the ability to influence outcomes across a highly matrixed business and technology landscape. This is an opportunity to shape how Product & Technology anticipates risk, responds to disruption, and continuously improves the reliability of the services it delivers.

Responsibilities and Duties of the Role: This position exists to provide unified operational leadership across a global, always on technology environment where many teams, platforms, and changes intersect. Without a single accountable leader for operational readiness, monitoring, incident response, and operational communication, service risk is managed in silos and major events are slower to detect, resolve, and communicate.

The Executive Director, Operational Readiness brings these disciplines under one organization and one operating standard. The major areas of work are summarized below. Operational Readiness and Launch Governance (Approximately 20%) • Lead the Operational Readiness function and own the support standards that prepare services for production. • Direct proactive launch planning and change management so new features and platform changes are reviewed, risk assessed, and supportable before go live. • Oversee launch readiness reviews, change governance and the associated review forums, load tests, runbooks, rollback plans, and a forward view of upcoming changes shared with stakeholders.

Global Service Monitoring, Incident, and Problem Management (Approximately 20%) • Lead the global 24x7 Support Center, including continuous monitoring of service health and leadership of major incidents. • Set standards for incident command, escalation, and triage, and serve as the senior point of coordination during high severity events. • Own problem management, ensuring recurring issues are driven to root cause and corrective actions are tracked to completion. • Core deliverables include continuous monitoring and alerting, major incident leadership, executive escalation, and post incident reviews that reduce repeat events.

Stakeholder Communication and Operational Reporting (Approximately 20%) • Serve as the unifying voice of operational

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