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Manager, Optimization & Insights

Job ID 10118133 Location Celebration, Florida, United States Business Disney Vacation Club Date posted Apr. 15, 2025
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Job Summary:

Manager, Optimization and Insights

Disney Signature Experiences – Disney Vacation Club

At Disney, we’re storytellers. We make the impossible possible, combining creativity with innovative solutions to bring stories to life. Now, you have the opportunity to join our team and shape the future of our Member Experience strategy.

As Manager, Optimization and Insights, you will lead the Disney Vacation Club (DVC) Member Experience Analytics team—managing workload prioritization, aligning projects with strategic goals, and fostering a collaborative, inclusive, and fun culture that supports the broader Member Experience organization.

In this role, you’ll inspire and coach a team of five analysts/senior Analysts to deliver approximately 1,000 analytics requests annually, execute long-term analytics strategies, and ensure accurate forecasting to support staffing and operational decisions within a high-volume contact center environment.  You'll deliver impactful insights to inform business strategies using tools like SQL Server, Tableau, and Alteryx. Additionally, you’ll serve as a trusted thought partner to DVC leadership, building strong cross-functional relationships with teams such as Information Design & Experience, Club Strategy, Finance, and Telecom—while staying ahead of emerging technologies like speech analytics and contact center tools.

Additionally, you will lead benchmarking initiatives to refine performance and workload analytics, optimize resource allocation, and enhance analytics solutions to deliver maximum business value. This is your chance to be part of a team that drives meaningful insights and helps shape the future of Member Experience.


This position is based in Celebration, Florida.

You Will:

Leadership and Strategy

  • Oversee and manage the Disney Vacation Club (DVC) Member Experience Analytics team, directing workload prioritization, strategic project alignment, and talent development.

  • Foster a collaborative, innovative, and inclusive culture while delivering more than 1,000 analytics work requests annually.

  • Develop and execute long-term analytics strategies in alignment with organizational goals.

Analytics and Insights

  • Lead the design, implementation, and presentation of data-driven insights and visualizations for senior leadership using advanced analytics tools.

  • Manage all phases of analytics and research processes, including methodology design, data mining, and actionable result presentation.

  • Ensure forecast accuracy by developing and maintaining robust forecasting models that support staffing and operational decisions within a high-volume contact center.

  • Utilize tools like SQL Server, Tableau, and Alteryx to streamline operational processes and drive efficiency.

Team Development

  • Inspire and coach a team of five analysts, including two senior-level analysts, ensuring continuous development and performance excellence.

  • Support inclusive hiring and development strategies to grow a diverse and future-ready analytics team.

Collaboration and Relationship Management

  • Serve as a critical thought partner to DVC leadership and build strong relationships across teams, including Finance, Telecom, Club Strategy and Information Design & Experience

  • Stay abreast of trends and advancements in analytics, such as speech analytics and contact center technologies.

Continuous Improvement

  • Benchmark against internal and external best practices to refine performance, labor, and workload analytics.

  • Lead initiatives to optimize resource allocation and enhance analytics solutions for maximum business value.

You Will Have:

  • 5+ years of progressive analytical/technical leadership experience.

  • 5+ years of experience in business reporting, analytics, or information systems.

  • 3+ years of Microsoft SQL Server and data visualization experience (Tableau, Power BI, etc.).

  • 3+ years of project management experience leading cross-departmental initiatives.

  • Strong decision-making skills in dynamic, fast-paced environments.

Preferred Qualifications

  • Experience analyzing data for high-volume contact centers, including leveraging analytics to optimize performance, enhance  satisfaction, and drive operational efficiencies

  • Experience with Alteryx and labor/workload forecasting

  • Certifications in SQL, Tableau, Alteryx Designer, Alteryx Intelligence Suite

Key Competencies

  • Proven ability to drive innovation by reimagining processes and encouraging new ideas from all levels of the team.

  • Skilled in building cross-functional partnerships to drive alignment and collaboration across teams

  • Exceptional leadership, communication, and interpersonal skills.

  • Ability to transform complex data into clear, actionable insights.

  • Strategic thinking with a focus on delivering innovative, scalable solutions.

  • Proficiency in managing large, diverse workloads with a commitment to quality.

 Education:

  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (Master’s 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

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About Disney Vacation Club:

Disney Vacation Club is a leader in vacation ownership and provides families the flexibility to personalize their vacation experiences as their vacation interests change over time. Disney Vacation Club cast members help bring touches of Disney magic to members and guests who stay at any one of 14 Disney Vacation Club destinations, including Walt Disney World Resort; Disneyland Resort; Hilton Head Island, South Carolina and Vero Beach, Florida.

About The Walt Disney Company:

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.

This position is with Disney Vacation Club Management, LLC., which is part of a business we call Disney Vacation Club.

Disney Vacation Club Management, 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. 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.

Hiring Process

  • Where Does Your Story Begin?

    Explore Disney Careers and the Life at Disney blog to learn about all the amazing opportunities waiting to be discovered at The Walt Disney Company.

  • Be Part of the Story

    There are many different brands and businesses to explore. Once you've found the opportunity that is right for you, take the next step by completing your application.

  • The Next Chapter

    Once you've applied, you will receive an email allowing you to access your candidate dashboard. Create your login and make sure to check your dashboard often to see your application progress.

Explore this Location Celebration, FL

The picture-perfect community of Celebration, 25 minutes southwest of Orlando, is a place like no other. Founded by The Walt Disney Company in the 1990s and named one of Forbes Magazine’s prettiest neighborhoods in America, Celebration features an idyllic downtown with architecture inspired by traditional Southern towns.

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