About the Role & Team

As the Support and Service Manager, you will provide leadership and coaching to teams of Disney Vacation Club (DVC) Cast Members. You will also focus on labor needs and management of the DVC Sales Organization (200+ Cast Members) and operationalizing DVC presence onboard Disney Cruise Line, at the Walt Disney World Resort, and virtual event production. Additionally, you will provide daily operations support to the Sales and Lead Generation Teams.

You will report to the Sales Operations Manager.

This is a Full-Time role.

What You Will Do

• Oversee different areas of the operation including multiple Sales Centers around Disney Property, virtually and on Disney Cruise Line

• Provide coaching to the Operations team to help them achieve higher levels of Cast and Guest service

• Communicate team expectations, monitor team performance and reviewing job contributions

• Improve process efficiencies across the operation with a focus on the guest experience, operational effectiveness, and resource utilization

• Operationalize strategic programs while supporting positive change management with Cast in a high pressure work environment with changing priorities.

• Provide feedback to Sales and Lead Generation Cast working within the DVC Sales Operation (Disney Vacation Club Associates and Disney Vacation Club Guides).

Required Qualifications & Skills

• 3+ years of experience supporting operations, sales operations preferred

• Understanding of labor and auditing functionality

• Capability to recognize, retain and invest in the development of talent and satisfaction of the team by inspiring, increasing engagement and promoting collaboration

• Capability to lead and monitor Cast performance and operational improvements

• Commitment to diversity and encouraging an inclusive work environment that supports workforce diversity and inclusive perspectives

• Expertise working with partners to advise and provide solutions that anticipate opportunities and aid the decision-making process

• Advanced skills prioritizing and managing projects and deadlines amidst constant change

• High proficiency in facilitating presentations in front of groups

• Advanced skills with a variety of computer programs including Microsoft Teams, Excel (can maintain complex spreadsheets), Word, and PowerPoint

• Availability to work any day of the week including weekends, holidays, and nights

• Available to travel and work onboard Disney Cruise Line

Preferred Qualifications

• 2+ years of experience as Guest Experience Manager

• Understanding of the sales process

• Knowledge of Walt Disney World policies and procedures

• Workforce Management Experience

• Experience with continuous improvement processes

• Experience managing vendor relationships

• Experience with operations software and customer relationship management programs

• Experience with IT systems to design virtual presentation session

Education

• High School Diploma or equivalent

• Bachelor’s Degree or equivalent is preferred

Additional Information

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. 

The hiring range for this position in Lake Buena Vista, FL is $68,600 to $91,900 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.