Sr Mgr-Disney Central Data & Insights

Senior Manager, Disney Central Data & Insights

Job Description

“In this volatile business of ours, we can ill afford to rest on our laurels, even to pause in retrospect. Times and conditions change so rapidly that we must keep our aim constantly focused on the future.” — Walt Disney

Those words ring true now more than ever, emphasizing the importance of this leader. The Senior Manager, Disney Central Data & Insights will lead our internal data strategy, governance, and operational insight capabilities that will enable Disney Central’s operations to make faster, clearer, and more informed decisions. This leader will oversee managers responsible for data integration and compliance, platform design, operational intelligence, KPI management, business analysis, quality measurement trending and opportunity gaps, and insight visualization.

The contact center relies on accurate, timely, and trusted data to serve Guests, guide Cast performance, support leaders, and prioritize operational improvements. This is a highly-collaborative leadership role that will shape the next generation of contact center intelligence by connecting data strategy, reporting discipline, compliance, and business insight into a coordinated capability that improves decision-making and operational outcomes. The Senior Manager will partner closely with key partners (DxT, Industrial Engineering, Commercial Intelligence, Disney Experience Intelligence, etc), as well as the operation served to align data requirements, strengthen governance, and advance the use of intelligence at Disney Central.

Responsibilities

·        Leadership & Talent Development: Lead and develop a team responsible for data integration, compliance, operational intelligence, and analytics. Set direction, establish priorities, coach leaders, and ensure the team delivers high-quality, timely, and actionable work products.

·        Data Strategy, Integration & Platform Stewardship: Establish & advance the contact center data strategy and roadmap, including data ingestion & integration, data integrity, platform design requirements, data sharing processes, and future-state capability planning

·        Governance, Compliance & Controls: Provide leadership oversight for PII and PCI practices, including audits, controlled access request review and approval, controls enforcement, and compliance reporting in alignment with enterprise data protection, privacy, and security

·        Operational Intelligence & KPI Management: Build and standardize the measurement framework for contact center performance, including KPI standardization, executive QBR content, real-time dashboard management, quality measurement, and performance reporting across operational and strategic priorities

·        Analysis, Insights & Business Decision Support: Guide ad-hoc business and operational analyses, translate complex data into clear stories, recommendations, and leadership-ready materials, and provide recommendations that support operational effectiveness, resource prioritization, quality outcomes, business growth, and Guest experience improvement

·        Quality Monitoring and Trending: Lead the team and vendor relationship that provides ongoing quality monitoring of Disney Central agents to ensure a superior Guest experience and identify trends and opportunities that can be used in coaching and to inform business decisions.

·        Cross-Functional Influence & Partnership: Partner closely with Disney Central Operations, Technology, Commercial Intelligence, Disney Experience Intelligence, and other data teams to align priorities, shape requirements, influence roadmaps, resolve data issues, and ensure insights are used in business decision-making

This position is based at Disney Central Reservation Center Either Orlando, FL. OR Tampa, FL.

Basic Qualifications

·        7+ years of progressive experience in data analytics, database management, software engineering, or a related discipline

·        5+ years of people leadership experience, including experience leading managers, analysts, technical professionals, or cross-functional teams

·        Demonstrated experience leading data strategy, KPI standardization, performance reporting, data governance, operational analytics, or business intelligence capabilities in a complex environment

·        Track record implementing successful large-scale data integration and business intelligence projects in close collaboration with operations

·        Familiarity with unstructured data analytics (speech & text) and tools to mine insights from call transcripts, chat/messaging/email logs, and IVR routing paths

·        Experience transforming siloed communication channels (voice, chat, email, etc) into a unified, integrated data model

·        Deep understanding of data warehousing, database management, API/data exchange, automation, and data integration tools

·        Demonstrated ability to communicate complex data, technical, and operational concepts to non-technical audiences and distill analytics into actionable insights for senior leaders

·        Comprehensive understanding of data integrity, data privacy, access controls, compliance practices, and the handling of confidential or sensitive information

·        Advanced skills in collaboration, prioritization, judgment, problem-solving, and change leadership skills

Preferred Qualifications

·        Experience supporting a contact center, guest/customer service, travel operations, workforce management, or other high-volume service operation

·        Direct experience extracting and integrating data from major CCaaS, CRM, and telephony providers (Nice CXOne, Avaya, SalesForce Service Cloud)

·        Advanced proficiency in query & coding languages like SQL, Python, or R

·        Familiarity with Agile and other iterative delivery methodologies

·        Knowledge of PII, PCI, privacy, audit, access management, and enterprise data governance practices

·        Experience developing executive reporting, QBR materials, operational dashboards, scorecards, quality measurement programs, or performance management routines

·        Hands-on experience with BI and visualization tools like Tableau and PowerBI

·        Demonstrated ability to influence cross-functional partners and senior leaders through data-driven storytelling and actionable recommendations

·        Demonstrated knowledge of Machine Learning, Predictive AI and/or Generative AI and its uses in driving actionable insights in the contact center space

Preferred Education

• Advanced degree in Technology, Software Engineering, Business Analytics, or a related field/experience

Additional Information:

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

Disability accommodation for employment applications

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

PAY TRANSPARENCY

The hiring range for this position in Orlando, Florida, is $134,500.00-$180,400.00 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 medical, financial, and/or other benefits, dependent on the level and position offered.

This position is with Disney Destinations, LLC, which is part of a business we call Walt Disney World Resort.

To learn more about Disney's guidelines on the use of AI for candidates, click here.

Disney Destinations, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney 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.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

Having technical issues? View the FAQs for help.