Job Description: 

“We create happiness.” That’s our motto at Walt Disney Parks and Resorts, and it permeates everything we do. At Disney, you’ll help encourage that magic by enabling our teams to push the limits and build the never-before-seen. Are you ready to join this team and make an impact?

As a Transformation Portfolio Manager, you will lead a portfolio of strategic, large-scale transformation initiatives focused on our contact center and its impact to the end-to-end customer experience for Guests and Cast. You will connect business strategy to practical, scalable solutions across people, processes, policies, and technology. In partnership with executive leaders and cross-functional teams, you will define opportunities, shape future-state capabilities, and translate insights into initiatives that strengthen service, enable Cast, and improve operational effectiveness.

You will manage multiple priorities by establishing clear roadmaps, implementation plans, milestones, success measures, and activation strategies. As an experienced professional with broad and deep expertise, you will advance complex work with minimal supervision, influence stakeholders toward shared goals, and foster collaboration across diverse teams. You will use performance trends, contact drivers, research, and industry-leading practices to identify opportunities, build organizational readiness, and support the adoption of new ways of working.

You will report to the Director, Business Transformation

This is a Full-Time role. 

Key focus areas include:

Initiate and drive contact center transformation:

• Progress and maintain large-scale initiatives with minimal supervision, with a focus on strategy, project and implementation planning, and execution support
• Influence and align diverse stakeholders toward common transformation goals that improve Guest service, Cast enablement, and operational outcomes
• Translate experience opportunities, contact drivers, and performance trends into data-driven initiatives in conjunction with cross-functional partners
• Facilitate work sessions with agility to define current-state challenges, future-state capabilities, priorities, and activation plans

Advance operational expertise and a culture of continuous adaptation:

• Actively research leading organizations, service models, and emerging capabilities relevant to WDW’s unique contact center and Guest support environment
• Lead with analytical thinking to drive priorities, decisions, and solutions that improve service effectiveness, scalability, and Cast experience
• Champion change management frameworks to build organizational readiness, resilience, and adoption of new processes, tools, and ways of working

Build support and accelerate initiatives through storytelling:

• Share data-driven storytelling by establishing and tracking key success measures and operational impacts for each initiative
• Drive proactive collaboration with stakeholders to secure sponsorship, clarify decisions, remove barriers, and accelerate project advancement
• Develop and communicate visually compelling presentations, executive updates, and recommendations that connect strategy, operations, technology, and Guest/Cast impact

Basic Qualifications

• 5+ years of experience in business transformation, strategic planning, change management, program management, or a related discipline
• Demonstrated experience managing or supporting a portfolio of complex, cross-functional initiatives with multiple stakeholders and competing priorities
• Proven ability to translate business strategy into actionable roadmaps, priorities, milestones, and measurable outcomes
• Experience developing and monitoring KPIs, program health metrics, risks, dependencies, and business outcomes
• Demonstrated ability to gather and analyze complex information and provide clear, actionable insights and recommendations
• Experience partnering with senior leaders and cross-functional stakeholders to influence decisions and drive alignment
• Excellent written, verbal, presentation, facilitation, and executive communication skills
• Demonstrated ability to manage ambiguity, navigate changing priorities, and operate effectively with optimism
• Experience identifying risks, interdependencies, resource constraints, and opportunities for optimization
• Demonstrated ability to influence without direct authority and build productive relationships across multiple functions and levels

Preferred Qualifications

• Experience supporting enterprise-wide or technology-enabled transformation initiatives
• Experience with change management methodologies and organizational readiness/adoption
• Experience developing stakeholder engagement plans or adoption strategies that drive readiness and support sustained change
• Experience with financial planning, business case development, investment prioritization, or benefits realization
• Experience within a large, complex, global, or highly matrixed organization

Education

Bachelor’s degree in business administration, Engineering, Strategy, Project Management, Finance, Organizational Development, or equivalent work experience

Additional Information:

Benefits and Perks: 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.

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, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

The Walt Disney Company 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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

The hiring range for this position in Orlando, Florida, is $110,000.00 - $147,500.00 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 medical, financial, and/or other benefits, dependent on the level and position offered.