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VP-Customer & Trade Experience

Job ID 10135974 Location Celebration, Florida, United States Business Disney Experiences Date posted Nov. 12, 2025
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Job Summary:

The Vice President, Customer & Trade Experience provides executive leadership, strategic direction, and operational oversight for the integrated contact centers, travel operations, and business systems functions supporting Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions. This role leads Contact Center Operations, Travel Operations & Business Systems, and Business Integration & Communications to deliver exceptional Guest and Cast experiences while achieving world-class operational and financial performance.

Reporting to the Senior Vice President, Commercial Strategy, the Vice President will partner closely with senior leadership across Disney Signature Experiences and The Walt Disney Company to shape and advance the long-term guest experience strategy, enhance operational excellence, optimize technology, and drive revenue growth and profitability. As a member of Disney Cruise Line and Adventures & Expeditions Steering Committees, this leader will set long-term vision for sales/service performance, operational efficiency, and technology transformation across all travel services functions.

Key Responsibilities

Strategic Leadership & Vision

  • Develop and lead a cohesive global travel and sales/service strategy that unites sales performance, contact center operations, travel logistics, technology platforms, and business communications under a single, integrated vision.

  • Partner with senior executives across Disney Cruise Line, Adventures by Disney, National Geographic Expeditions, and The Walt Disney Company to define and achieve enterprise travel and sales goals.

  • Serve as champion and executive sponsor for innovation and technology transformation, driving efficiency, automation, and enhanced Guest experiences across travel systems and operations.

Operational Excellence

  • Oversee large-scale global contact center operations, ensuring exceptional service, efficiency, and financial performance.

  • Guide operational teams managing global travel logistics, air/sea programs, group and event services, vendor relations, training, labor management, quality assurance, and guest services.

  • Ensure effective emergency operations/communications, business continuity, risk management, and compliance with Safety Management System (SMS) and environmental standards.

  • Lead continuous improvement initiatives that reduce operational costs, increase revenue, and enhance productivity while maintaining Disney’s high standards of service and safety.

Technology & Systems Integration

  • Provide executive oversight for the reservation systems and other enterprise travel platforms supporting Disney Cruise Line and Adventures by Disney.

  • Partner with technology teams to enhance automation, system performance, and data integration to improve service delivery and decision-making.

  • Evaluate, justify, and champion investment cases for new technical projects and major system enhancements.

Financial & Business Management

  • Oversee combined operating budgets across multiple organizations, ensuring fiscal accountability, cost optimization, and sustainable, scalable revenue growth.

  • Establish and monitor key performance indicators (KPIs) related to sales conversion, service quality, efficiency, and Guest satisfaction.

Leadership & Organizational Development

  • Lead, mentor, and inspire a diverse organization of over 700 salaried and hourly Cast Members, across multiple geographies, fostering a culture of collaboration, inclusion, and innovation that aligns with Disney’s values and leadership expectations.

  • Build future leadership capacity through talent development, succession planning, and cross-functional alignment.

Partnerships & Collaboration

  • Build strong relationships and serve as a trusted advisor and key liaison with enterprise leaders, ensuring consistency of standards, guest experience, and operational practices

  • Represent Disney within the travel industry, maintaining partnerships and leveraging insights to shape best practices and competitive strategy.

Basic Qualifications

  • Minimum of 3 years executive leadership experience, 10+ years of overall leadership experience in the travel industry, and minimum of 5 years leadership experience in an operational discipline

  • Strong team building skills and ability to motivate large populations of Cast Members

  • Substantial experience leading complex or multi-site operations or organizations

  • Ability to drive organizational change and build infrastructure capabilities that effectively optimize operational efficiency and deliver innovative and agile solutions

  • Demonstrated ability to advance critical work via an approach that is highly collaborative

  • Proven ability to lead a team of highly capable leaders, anticipating the quickly changing business landscape and inspiring and aligning the team around a clear, achievable vision

  • Proven ability to approach sensitive work with diplomacy and drive results in a collaborative fashion with a track record of successful negotiations

  • Proven ability to establish relationships, trust and credibility and follow through on decisions

  • Skillful and impactful verbal and written communicator with the ability to deliver presentations with poise, confidence and authentic style

  • Strong vendor management and partner relations skills

  • Strong understanding of financial management, budgeting and performance measurement

  • Possess an entrepreneurial spirit and ability to drive effective risk-taking

  • Demonstrated ability to invite diverse perspectives and promote an inclusive work environment

  • Bachelor’s degree in business, hospitality, operations management, or related field

Key Competencies

  • Strategic Vision and Execution

  • Business and Financial Acumen

  • Operational and Technological Agility

  • Transformational Leadership

  • Collaboration and Influence

  • Innovation and Continuous Improvement

  • Guest and Cast Experience Focus

Apply Now

About Disney Experiences:

Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with six resort destinations in the United States, Europe and Asia; a top-rated cruise line; a popular vacation ownership program; and an award-winning guided family adventure business. Plus, Disney's global consumer products operations include the world's leading licensing business; the world's largest children's publishing brands; one of the world's largest licensors of games across all platforms; and Disney store locations around the world and on the web.

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 Parks, Experiences and Products,, which is part of a business we call Disney Experiences.

Disney Parks, Experiences and Products, 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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