At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses. Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.

Disney Experiences Technology creates world-class immersive experiences across our global theme parks, resorts, and vacation clubs. As a Senior Manager, you will hold a dual-impact leadership role. You will be responsible for the strategic roadmap of our Contact Center Platform—supporting both Service and Commercial applications—while simultaneously leading product management and software delivery for critical Business Operations including Textile Services, Animal Services, Events Planning, and the Disney College Program.

You are a "people-first" leader with a relentless bias for action. You will oversee a team of managers who lead product and delivery squads, ensuring that technology initiatives for both Guest-facing platforms and behind-the-scenes operations drive measurable business value and efficiency.

WHAT YOU WILL NEED:

· Omni-Channel Strategy: Lead the evolution of the Contact Center platform for Service and Commercial use cases, leveraging Gen-AI to increase revenue and streamline Guest interactions.

· Business Operations Support: Direct the product management and delivery lifecycle for specialized business lines, including Textile Services, Animal Services, Events Planning, and the Disney College Program.

· Strategic Roadmapping: Lead product leaders to develop and maintain a comprehensive, forward-looking roadmap for technology platform evolution.

· Team Leadership: Manage at least two managers who oversee product management and software delivery teams, comprising both internal Cast members and global third-party resources.

· Value-Driven Solutions: Apply technology to solve real-world operational challenges; you believe in "technology with a purpose" and prioritize driving real business outcomes over technical vanity projects.

· Change Leadership: Navigate complex business relationships and drive alignment across diverse stakeholders, ensuring teams are "brought along" during critical change moments.

· Roadblock Removal: Act as a high-velocity problem solver who proactively identifies and removes hurdles to keep delivery on track.

WHO YOU ARE

· Constantly Curious: You are always learning and looking for ways to improve yourself, others, and our business processes.

· Action-Oriented Leader: You have never met a problem you wouldn't attempt to solve. You drive people to action and possess a natural "bias for action" to find the path forward.

· People-First Mentor: You prioritize the growth and well-being of your team, fostering an environment where both direct and indirect teams can excel.

· Strategic Navigator: You are adept at understanding complex, multi-site business processes and translating them into technical requirements.

· Collaborative Partner: You excel at leading large initiatives that require deep partnership across various Cast operations and international business lines.

REQUIRED QUALIFICATIONS & SKILLS:

· Leadership Experience: 10 years of experience managing teams and leading through influence.

· Full SDLC Mastery: Deep experience in the full Software Development Life Cycle, from discovery to delivery.

· Complex Platform Experience: Background in managing large-scale platforms (Service and/or Commercial) and diverse business operation applications.

· Gen-AI & Emerging Tech: Practical understanding of how to leverage Generative AI and omni-channel technologies to drive efficiency and revenue.

· Vendor & Resource Management: Experience managing a mix of internal Cast, onshore, and offshore third-party delivery resources.

Required Education

• Bachelor's Degree in relevant field of study and/or equivalent work experience

Preferred Education

• MBA or equivalent advanced degree