Job Requirements

“We Power the Magic!” That’s our motto at Disney Experiences (DX). Our team creates world-class immersive digital experiences for the Company’s premier vacation brands, including Disney’s Parks & Resorts worldwide, Disney Cruise Line, Aulani, A Disney Resort & Spa, and Disney Vacation Club. We are responsible for the end-to-end digital and physical Guest experience for all technology & digital-led initiatives across the Attractions & Entertainment, Food & Beverage, Resorts & Transportation, and Merchandise lines of business, as well as other initiatives, including MyDisneyExperience and Hey, Disney!

This role sits in the Cast Service and Site Solutions organization within Technology for Disney Experiences. It works closely with Business and Technology stakeholders from across the company. 

About The Role & Team:

• Join the Contact Center Next product team, which shapes how guests connect with Disney and how cast members support them across service and sales experiences.
• Own a portfolio of products and capabilities within an evolving Salesforce ecosystem, working across areas such as messaging, case management, guest data, knowledge, and the cast member experience.
• Help turn our AI roadmap into practical guest and cast member experiences. This is an AI forward role: you’ll identify valuable use cases, test what works, and guide capabilities from assistance and recommendations toward more proactive, coordinated experiences.
• Partner closely with operations, design, engineering, data, and other product teams to connect guest needs with workable solutions across channels and systems.
• Lead discovery, define outcomes and priorities, and make thoughtful tradeoffs among guest experience, cast member effectiveness, technical feasibility, and business value.
• Establish clear measures of success and use guest feedback, cast member insights, and product data to improve what we deliver.
• Bring sound judgment to AI powered experiences, including when to use trusted data, require human review, or provide a clear handoff to a cast member.
• Thrive on a collaborative team that values curiosity, clear communication, ownership, and turning complex problems into useful products. 

What You'll Do:

• Drive portions of the full product development lifecycle, from ideation through delivery, for defined product features or experiences
• Develop product requirements and user stories that translate technical needs into clear functional capabilities
• Collaborate closely with engineering, UX, marketing, and business partners to ensure alignment across teams
• Responsibility for execution for small to medium product areas, including solution definition, validation, development, launch, and iteration
• Contribute to the design, enhancement, and integration of software features or third‑party solutions and/or multiple systems (e.g., SaaS)
• Partner with engineering teams to address challenges related to new technologies, testing approaches, and technical architecture
• Apply knowledge of innovative digital technologies to improve product outcomes
• Exhibits depth in a domain and/or technology area (i.e., web, mobile, cloud, AI, or product ecosystems) and uses this knowledge to contribute to innovation and enhance user satisfaction
• Stay current with emerging technologies and industry trends; regularly share relevant insights with the team
• Develop and deliver clear, compelling presentations for diverse audiences using strong verbal and written communication skills

Required Qualifications:

• Minimum 5 years of related work experience
• Experience with Agile methodologies
• Experience pulling and analyzing various datasets
• Experience working in JIRA; familiarity with Keynote or similar presentation tools is a plus
• Proficient in [add required technologies here] and motivated to further develop technical skills
• Proficiency in Agile methodologies and experience with JIRA (5+ years).
• Ability to think strategically and drive ideas into action.
• Experience analyzing various metrics to identify trends and key insights.
• Demonstrated ability to manage multiple priorities and interruptions.
• Experience with data & analytics tools (Tableau, Digital Analytics, SQL, etc.).
• Strong technical knowledge with experience leading initiatives that span several teams and functional areas.
• Advanced knowledge and ability to use collaboration tools such as Jira, Smartsheet, and Confluence.
• Proficient in creating feature level requirements, user stories, and backlog inputs
• Demonstrated experience using data, experimentation, or user insights to shape product decisions
• Effective partnering with engineering, UX, and business teams to drive delivery
• Developing depth in one or more product domains or technology areas

Preferred Qualifications:

• Experience managing digital products in a contact center, customer service, or sales environment.
• Experience with Salesforce Service Cloud or a comparable customer relationship management platform.
• Experience identifying and delivering AI use cases, such as agent assistance, knowledge retrieval, conversational AI, or workflow automation.
• Ability to translate complex guest and cast member needs into clear product priorities, requirements, and measurable outcomes.
• Experience working with engineering, design, data, operations, and business partners to deliver products across interconnected systems.
• Familiarity with customer data, system integrations, and the privacy and governance considerations involved in AI powered experiences.
• Strong discovery, communication, and decision-making skills, with the ability to move between strategy and delivery.
•  

Required Education:

Bachelor’s degree in relevant field of study and/or equivalent work experience

Preferred Education:

• Bachelor’s degree in a related field, such as business, technology, computer science, or design, or equivalent practical experience.
• Advanced degree or relevant product management, Salesforce, or AI education is a plus.

#TECHATDISNEY

PAY TRANSPARENCY

The hiring range for this position in Orlando is $137,200.00 - $ 167,300.00 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 of medical, financial, and/or other benefits, dependent on the level and position offered.

This position is with Walt Disney Attractions Technology LLC, which is part of a business we call Disney Experiences.

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

Walt Disney Attractions Technology 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.

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