Business Support Manager

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.

This position supports the Senior Manager, Terminal Operations Business Support within the Terminal Operations area of Disney Cruise Line.  The position plays a pivotal role in shaping and delivering strategic communications that support the seamless arrival and departure experience for Guests across global home ports.  This role partners closely with internal teams, third-party vendors, and technology stakeholders to ensure operational excellence and consistent messaging across our department.

You will assist the efforts in content development, stakeholder alignment, and system administration, while also driving quality assurance, data analysis, and project coordination.  Your work will directly influence the Guest journey – from online check-in and airport/hotel transportation – ensuring that every interaction reflects the Disney standard of service.

Responsibilities:

• Develop and implement communication strategies for system enhancements and operational updates across Terminal Operations and supporting teams.

• Administer Guest transfer configurations within booking systems, maintaining itinerary-specific business rules and compliance standards.

• Lead cross-functional communications to support business integration initiatives and operational changes, ensuring clarity and stakeholder alignment.

• Maintain and update operational databases and reporting tools, including Port Arrival Times, Daily Activity Reports, and Quality Assurance assessments.

• Design and manage data-driven dashboards and reporting applications to identify trends, forecast operational needs, and provide actionable insights for continuous improvement.

• Chair department meetings, document outcomes, and distribute timely updates to internal and external stakeholders.

• Support itinerary planning and compliance documentation, including citizenship requirements and regulatory adherence.

• Maintain Terminal Operations documentation, such as operating guides, job aids, forms, Guest embarkation collateral, ensuring accuracy and consistency.

• Serve as liaison with third-party vendors, fostering collaborative relationships to ensure service quality and operational readiness

• Travel to turnaround ports (Port Canaveral, Fort Lauderdale, and others) to support operational or quality assurance activities as needed.

• Assist with the implementation of new systems, processes, and projects to enhance efficiency and experience for both Cast and Guest across Terminal Operations

​​​Required Qualifications: 

• Strong verbal and written communication skills with a focus on clarity, consistency, and stakeholder engagement.

• Proven ability to manage multiple priorities in a fast-paced, dynamic environment.

• Expertise in Microsoft 365 tools, Jira, Tableau/Power BI, Smartsheet, PowerApps, and Power Automate.

• Strong Guest Service, decision-making, technical writing, and design skills.

• Travel industry experience.

• Ability to work flexible hours, including weekends and holidays.

• Must have a valid, unexpired passport or the ability to obtain, as this position may require international travel.

• Ability to obtain or currently have a Transportation Worker Identification Credential (TWIC) card for the United States plus any entry requirements for international operations.

• Ability to travel frequently to support terminal operations locations.

• Ability to lift 50 pounds, push road cases that may weigh over 500 pounds, and use equipment in a warehouse setting (pallet loading, pallet jack).

Desired Qualifications:

• Possess more than three years of cruise line pier operations or equivalent experience.

• Disney Cruise Line Supervisor & Base knowledge, policy, procedures.

• Demonstrated knowledge of Disney Cruise Line systems, including DXP, Seaware, and Fidelio.

• Demonstrated knowledge of Adobe Photoshop/Adobe Suite.

• Knowledge of immigration policy regarding locations Disney Cruise Line sails from including but not limited to the Canada, Oceania, Schengen area, United Kingdom, and United States. 

Required Education:

• Bachelor’s Degree or equivalent professional experience

Desired Education:

• Master’s Degree

#DCLPJ