Terminal 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!

As a Terminal Support Manager, you will play a pivotal role in delivering the exceptional service that defines the Disney experience. This position offers a unique opportunity to grow professionally within one of the most innovative and welcoming organizations in the world.

 
The Terminal Support Manager is responsible for co-leading the Terminal Support Representatives and Terminal Services Specialists. This role involves managing a diverse team of Cast Members, ensuring performance standards are consistently met or exceeded, and providing ongoing coaching, feedback, and development.

The ideal candidate will possess in-depth knowledge of Disney Cruise Line citizenship requirements, policies, and products. They will be adept at making strategic decisions, executing time-sensitive actions, leading a diverse group of Cast, and communicating effectively with various business partners. This role requires the ability to manage multiple priorities in a fast-paced, dynamic environment and collaborate with the Terminal Operations Business Support Team to ensure system configurations align with business rules.

Responsibilities:

• Monitor Cast performance, identify gaps, and implement solutions through coaching and feedback.

• Maintain expert knowledge of citizenship requirements, policies, and products, adapting to changes as needed.

• Oversee private transfer operations, including pricing and product updates.

• Apply critical thinking to make strategic decisions and collaborate with support teams to ensure optimal outcomes for Cast, Guests, and the business.

• Drive performance in a metric-driven environment.

• Maintain and update citizenship reference materials; ensure accurate application in Online Check-In and Embarkation systems.

• Communicate business direction clearly and consistently; advocate for and champion change.

• Foster positive relationships with internal and external partners.

• Manage shifting priorities and multiple tasks in a rapidly evolving environment.

• Analyze key metrics to identify trends and improve operational efficiency.

• Lead, develop, and recognize a diverse team of Cast Members.

• Utilize various software applications to support team management and research.

• Handle sensitive Guest information with integrity and discretion.

• Respond effectively to leadership feedback and direction.

• Support Business Support Managers as needed.

• Perform additional duties as assigned.

Required Qualifications:

• Proven ability to coach and develop team members.

• Strong understanding of Disney Cruise Line policies and citizenship requirements.

• Process-oriented with excellent organizational and time management skills.

• Analytical skills to interpret metrics and drive efficiencies.

• Effective verbal and written communication across all organizational levels.

• Self-motivated and accountable in a performance-driven environment.

• Ability to remain composed and exercise sound judgment under pressure.

• Proficiency in Microsoft 365 (Teams, OneDrive, OneNote, SharePoint) and its integrations.

• Strong problem-solving and decision-making capabilities.

• Ability to lead and build diverse teams.

• Excellent relationship-building and influencing skills.

• Demonstrated leadership experience.

• Comfortable working across multiple software platforms.

• Flexible schedule availability, including weekends, holidays, and variable shifts.

• Valid passport and ability to travel domestically/internationally.

• Ability to obtain a Transportation Worker Identification Credential (TWIC).

• Physical capability to lift up to 50 pounds and operate warehouse equipment.

Desired Qualifications:

• Working knowledge of cruise products, industry standards, and terminal operations, especially citizenship requirements.

• Familiarity with Disney Cruise Line systems (DXP, Moderate, Seaware, Fidelio) and their integrations.

• Understanding of immigration policies in Disney Cruise Line ports (Canada, Oceania, Schengen Area, Singapore, U.K., U.S.).

• Minimum three years of experience in cruise line pier operations or equivalent.

• Knowledge of Disney Cruise Line Supervisor & Base policies and procedures.

• Multilingual or bilingual proficiency.

Required Education:

• Bachelor’s Degree or equivalent professional experience

Desired Education:

• Master’s Degree

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