About the Role & Team
Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow cast, crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can work in a diverse and inclusive environment amidst a professional and supportive community. If you are ready to create unforgettable experiences and grow as a person and as a professional, apply today.
As a Guest Experience Manager Entertainment Ops, you will support the Entertainment Operations Leadership team for the Character Operation. This includes responsibility for the Character Operation for current fleet and future expansion of island and ships. This position will support the onboard Character Managers as the shoreside point of contact for all operational business needs.
What You Will Do
Develop and maintain Disney Cruise Line Entertainment's operational and creative vision, ensuring successful implementation by shipboard teams.
Enhance guest and crew experiences through innovative tactics, considering competitive dynamics and expectations.
Coordinate character schedules and build grids for current offerings and itineraries.
Act as the primary liaison with the Character Managers onboard, ensuring adequate shoreside support.
Collaborate with Entertainment Leaders to create exceptional guest, crew, and cast experiences.
Ensure brand integrity, show quality, and compliance with safety regulations for Character Operations.
Support hiring, retention, and staffing rotations for shipboard character manager positions.
Assist in the replacement process for shipboard performers in partnership with Talent Casting and Shipboard Leaders.
Inspire change by challenging the status quo and aligning performance goals.
Partner with Training Staffing & Standards Manager on documentation and training materials for LOG & FGs and media approval tracking.
Conduct regular meetings with the Toronto Character Managers to ensure consistency in training and current operation.
Attend fittings for incoming casts to capture photo documentation for approval process.
Partner with shoreside photography team to track data capture on take rate for meet and greets and ensure operation is effectively achieving targets.
Coordinate with Purchasing and Logistics to ensure timely supply delivery.
Oversee the partnership with Select Medical on Athletic Training onboard the fleet.
Maintain relationships with Marketing, Media, and other relevant teams.
Collaborate with IT and digital partners to ensure program alignment with Character Branding.
Manage logistics of additional casts in partnership with project & production teams. This could include managing a team of performers.
Support production, creative, and special projects for continued growth.
Represent and uphold the Disney brand.
Foster a positive environment and uphold Disney leadership standards.
Contribute to safety and environmental documentation updates for areas of responsibility.
Required Qualifications & Skills
3-5 years of leadership experience in Entertainment Operations within The Walt Disney Company or similar.
Demonstrated adaptability and lifelong learning mentality.
Proven track record to take initiative and achieve results independently in a constantly evolving environment.
Strong interpersonal relationship skills and ability to lead conflict resolution.
Demonstrated strong partnering skills and effective problem-solving skills.
Excellent communication and presentation skills, while having comfort interacting with all levels of leadership
Proven strong analytical and administrative skills with the ability to identify areas for continuous process improvement.
Computer proficiency in Microsoft Office suite of programs, spreadsheet and presentation software, Microsoft Outlook, collaboration tools and file sharing programs
Ability to receive and deliver honest, actionable, and credible feedback to team members as appropriate.
Adaptable to change in a fast-paced environment, ability to manage multiple priorities.
Education