VP-Customer & Trade Experience

工作 ID 10135974 地點 Celebration, 佛罗里达州, 美國 有意工作的公司 Disney Experiences 日期已公佈 Nov. 12, 2025

申請

工作概要:

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

申請

關於Disney Experiences:

Disney Experiences 透過世界各地的主題公園、度假村、郵輪、獨特的度假體驗、產品等，將迪士尼故事和特許經營權的魔力帶入生活。迪士尼在旅遊業中大放異彩，在美國、歐洲和亞洲擁有六大度假勝地；一流的郵輪航線；廣受歡迎的度假擁有權計劃；以及屢獲殊榮的家庭探險導遊業務。此外，迪士尼的全球消費品業務還包括全球領先的授權業務、全球最大的兒童出版品牌、全球最大的跨平台遊戲授權商之一，以及遍佈全球和網絡的迪士尼商店。

關於 The Walt Disney Company:

Walt Disney Company 連同其子公司和聯營公司，是領先的多元化國際家庭娛樂和媒體企業，其業務主要涉及三個範疇：Disney Entertainment、ESPN 及 Disney Experiences。Disney 在 1920 年代的起步之初，只是一間卡通工作室，至今已成為娛樂界的翹楚，並昂然堅守傳承，繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落，深入人心。我們在 40 多個國家/地區營運業務，僱員及演藝人員攜手協力，創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Disney Parks, Experiences and Products,，其所屬的業務部門是 Disney Experiences。

Disney Parks, Experiences and Products, 是提供平等就業機會的僱主。求職者都會獲得聘僱考量的機會，不分種族、宗教、膚色、生理性別、性傾向、社會性別、性別認同、性別表達、原國籍、血統、年齡、婚姻狀態、軍人或退伍軍人身份、醫療狀況、遺傳資訊或殘疾狀況、或者聯邦、州級或地方法律所禁止的其他任何基本特徵。Disney 提倡讓所有人的想法和決策都有助我們發展、創新、創造最好故事的商業環境，並與瞬息萬變的世界息息相關。

就業申請的殘疾便利安排

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