VP, Customer Experience

工作 ID 10109955 地點奧蘭多, 佛罗里达州, 美國 有意工作的公司 Walt Disney World Resort 日期已公佈 Jan. 30, 2025

申請

工作概要:

The Walt Disney World Disney Central team is responsible for providing best in class service to customers in the planning of their Walt Disney World vacations through post visit concerns using their knowledge of current guest offerings and experience focused customer support model. Cast members on this team act as the steward and connection to our legacy and the backbone of our thriving innovations.

The Vice President, Customer Experience will be responsible for Travel Operations at the Disney Central call centers with a focus on the end-to-end customer experience. Additionally, this VP will focus on strategic changes to enhance cast members’ ability to respond to guest requests by developing effective customer service procedures, implementing new customer strategies, and setting customer satisfaction goals. This position will manage the integration with key functional partners including Operations, Technology/Digital, Revenue Planning & Optimization, Revenue Management & Analytics, Finance, WDW Marketing Strategy, and the Marketing and Sales Centers of Excellence. In addition, the VP will help cultivate an exceptional cast environment through excellent communication skills across all levels of the organization. The Vice-President will build and analyze business plans, provide business insights and support decision-making processes.

Responsibilities

Drive the WDW Customer Experience efforts to improve the simplicity of a WDW vacation
Integrate with key partners (e.g. Operations, Pricing, Tech & Digital, etc.) to improve the sales and booking experience for both our Guest and our Cast
Set strategies for, and lead the operation of Disney Central Contact Centers which consists of 2,000+ Cast responsible for promoting brand value for the Walt Disney Company
Operate as an expert in understanding, maintaining and increasing the customer service, consistency and quality levels at Disney
Lead the development and sustainability of customer/guest standards and measurements to drive consistency and world class service
Collaborate with executive leadership to develop and meet company goals while supplying expertise and guidance on operations and systems
Quickly assess and evaluate new business initiatives that maximize revenue growth and OI
Accountable for the operating income produced by Walt Disney Travel Company responsible for identifying continuous improvement opportunities that drive incremental value
Strategic planning related to consumer direct sales and how it is optimized within the mix of sales channels (e.g. trade and digital) in order to deliver the best customer experience, reduce need for incremental contacts, and maximize average order value
Balance a bias-for-action with thoughtful planning to ensure initiatives are commercially viable and drive the highest value
Engage diverse perspectives to plan and integrate experiences and goals that connect and align with our diverse customers
Lead business segment vision, planning and implementation to continually raise the bar on customer experience
Analyze and assess ongoing business performance, needs, risks and opportunities and evaluate solutions to address gaps in forecast or competitive marketplace
Manage complex projects with minimal direction to identify opportunities to maximize efficiency, find new approaches and champion innovation
Assist in the identification of training and developmental opportunities for leaders and cast members in pursuit of continuous improvement
Support cross-functional teams in scenario-planning for revenue growth and optimization strategies
Champion a culture of creativity, collaboration, diversity and innovation

Basic Qualifications

Minimum of 10 years progressive leadership experience, including 5+ years as an executive, preferably in operations, brand management and strategy, advertising, promotions, public relations, and/or direct marketing

Deep expertise in Theme Park and/or Resorts industries with a passion for and knowledge of the Rooms/Resorts, Foods/Beverage and Theme Park/Admission Operations

Proven leadership capabilities within a matrix organization, especially the ability to lead large teams
Ability to build strategic alliances/relationships within and outside the Disney organization
Demonstrated ability to lead and drive work across cross-functional teams
Demonstrated ability to influence partners and senior leadership with a collaborative and solution-oriented approach
Demonstrated effectiveness as an inspirational leader with strong written and verbal communication skills including the ability to deliver presentations with poise, confidence and authentic style
Demonstrated business acumen working with P&L and annual operating plans
Demonstrated effectiveness for critical thinking and ability to challenge the status quo
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
Creative, passionate and innovative thinker – excited about the possibilities of the future
Ability to communicate complex ideas and craft concise recommendations
Proven ability to establish relationships, trust and credibility and follow through on decisions while fostering an inclusive, positive and empowering culture and work environment
Experience in driving complex initiatives and integrating diverse perspectives
Proven ability to manage a large volume work effectively and efficiently, prioritizing continually to ensure business results are achieved
Possess an entrepreneurial spirit and ability to drive effective risk-taking
Ability to work well with a variety of business partners and diverse stakeholders

Required Education

Bachelor of Science degree in Marketing, Business, or equivalent field

Preferred Education

MBA or Advanced degree

申請

關於Walt Disney World Resort:

自 1971 年開幕以來，華特迪士尼世界度假區在很多人的童年及家族回憶中擔當了重要的角色。時至今日，來自世界各地數以億計的賓客均慕名而來，到訪這個奇幻之地，享受一趟迪士尼假期。透過創意、創新和科技的結合，度假區讓賓客投入經典迪士尼童話故事和新形式的家庭娛樂之中。華特迪士尼世界度假區的演藝人員運用了故事敍述的豐厚傳承，透過無與倫比的細節和超卓的賓客服務，將迪士尼的魔法栩栩如生地呈現於賓客眼前。

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 Destinations, LLC，其所屬的業務部門是 Walt Disney World Resort。

Disney Destinations, LLC 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

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.

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