Business Systems Support Manager Shoreside, Disney Cruise Line

“Disney Cruise Line is a world-renowned leader in hospitality and entertainment and has been recognized as the top cruise line for families. 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.”

As a Business Systems Support Manager Shoreside for Disney Cruise Line you will be a Leader of Subject Matter Experts (SMEs) who provide project and operational support for various shoreside systems and interfaces used by Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions. You will represent the Business and serve as consultant, technical liaison, system Subject Matter Expert, System Administrator, and Project Manager for Disney Cruise Line and Adventures & Expeditions applications, sub-systems and interfaces.

The Business Systems Support Manager, Shoreside will report to the Manager of Systems Strategies and sits in Celebration, FL.

Responsibilities:

• Lead and develop your team to determine requirements, plan, validate, prioritize, and test solutions and applications for Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions in coordination with technology partners, business operational teams, and external vendors.

• Lead and manage team performance by promoting collaboration and commitment, empowering the team to achieve goals and results in predictable and measurable ways, while supporting a healthy work/life balance.

• Lead project initiatives and ongoing support for existing Global Distribution Systems (GDS) integrated with Disney Cruise Line's Seaware via the OpenTravel Alliance (OTA) API, while onboarding new partners. Oversee and update configurations across GDS/OTA channels to ensure seamless system integration and provide technical support.

• Develop, deliver, and maintain training programs for GDS sustainment efforts, promoting collaboration between internal and external partners to enhance GDS/OTA usage and optimize system performance.

• Engage with business leadership and their teams to identify successes, unarticulated needs, and new opportunities, using technology to maintain a competitive advantage.

• Collaborate with operating teams, technology support groups, developers, and external vendors to ensure quality system products are delivered on schedule and within budget.

• Ensure system requirements are met and maintained to prevent the loss of business-critical functionality and avoid interruptions or slowdowns of business processes or revenue loss. This includes prioritizing, testing, and implementing application enhancements and defects, from minor improvements to full version upgrades for systems such as Seaware and its integrated applications.

• Focus on improving current technical assets while minimizing costs and improving productivity.

• Administer and lead security responsibilities under the scope of Shoreside and Shipboard system administration to align with Sarbanes-Oxley and PCI mandates, controls, and audits set by the Walt Disney Company.

• Support and prioritize requests and processes related to a global system support operation for business users, including a 24/7 on-call support center.

• Domestic and international travel may be required to support operational needs and provide on-site user support.

Basic Qualifications:

• 5 + years of experience in planning, organizing, and leading projects and providing operational support, with a strong emphasis on project management and attention to detail.

• Extensive expertise in business and technical aspects of Contact Center operations and travel industry systems and applications.

• Demonstrated ability to lead technical and operational teams, showcasing strong leadership skills that foster empowerment and build result-driven teams.

• Highly proficient in reporting tools such as Business Objects, MicroStrategy, and Tableau, with a track record of developing comprehensive operational and financial reports using analytical applications and databases.

• Extensive experience in creating Standard Operating Guides, manuals, policies, and procedures, collaborating closely with training teams to support multiple business functions.

• Committed to mentoring colleagues and working collaboratively across both technical and non-technical teams, including leadership.

• Demonstrated analytical, problem-solving, and decision-making skills, with a meticulous approach to troubleshooting.

• Skilled in balancing organizational workload and project management, seamlessly progressing between strategic goals and day-to-day operations.

• Flexibility with work schedule, including nights, weekends, and holidays.

Preferred Qualifications:

• Prior leadership experience with The Walt Disney Company including leading direct reports.

• Extensive knowledge of Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions products and services.

• Possess a valid passport.

• Extensive expertise in Global Distribution Systems (GDS) and Online Travel Agency (OTA) integrations.

• Proven project management skills, including schedule and budget management, collaborator engagement, and project team leadership.

• Strong written and verbal communication skills with a keen attention to detail.

• Proficiency in cruise or travel-related applications such as Seaware, Fidelio, OARS, Peak15, QuickBase, and Silverwhere, with a willingness to learn new applications.

• Experience with software and hardware hierarchies and related dependencies.

Required Education:

• Bachelor's Degree in Business Administration, Management, Operations, Project Management, or a related field or equivalent work experience.

Preferred Education:

• Master's Degree in Business Administration (MBA), Management, Operations, or a related field or equivalent experience.

• Project Management Professional (PMP) Certification.

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.

About The Walt Disney Company

Walt Disney Parks and Resorts U.S., Inc. 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, protected veteran status or any other basis prohibited by federal, state or local law. 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.