Business Systems Support Manager

Job Summary

At Disney Cruise Line, you can set sail on a job opportunity of a lifetime! Disney Cruise Line has established itself as a world-renowned leader in hospitality and entertainment and has been recognized as the top cruise line for families. Disney Cruise Line offers a unique opportunity for those looking to grow, excel and work for one of the most innovative and welcoming companies in the world. Apply today to embark on your career and navigate your future!

As the Business Systems Support Manager, you will be responsible for regional Business Systems Management support, providing operational systems support for the multiple systems and interfaces used by Disney Cruise Line for booking cruise reservations and related package items, for embarking our Guests, and for delivering the Guest experience onboard our ships. 

Your Responsibilities – How You Will Make a Difference

• Serve as the primary Business Systems Management contact for the regional contact center, embarkation operations, technology and digital, and shipboard partners.
• Lead salaried Cast Member in all aspects of their role ensuring their personal training & development in all areas.
• Partner with and support the Travel Operations, Terminal Operations, Technology leaders in all areas of their responsibilities as the subject matter expert in business system employment and operation.
• Support contact center operations and third-party partners to provide reservation systems operations guidance, training, and technical support.
• Support embarkation operations and shipboard Cast Members, Crew, and partners to provide systems operation guidance and training at our homeport and outport locations.  Provide operational systems support for new ship construction, launches and dry docks, as needed. 
• Collaborate with Business Operations and Business Technology to provide information and guidance to the business unit that will have a significant impact on their planning and decision making.
• Develop Standard Operating Guides, manuals, policies, and procedures. Partner with the appropriate training teams to provide support across lines of business. 
• Capture operational requirements for, or on behalf of, Travel Services, Terminal Operations, and other internal/external partners.
• Perform and coordinate user acceptance testing of new system releases, incidents, outages and issue resolution.
• Responsible for effective and timely communication of issues, incidents, new releases and outages.
• Gather requirements, design, build, and manage business rules within applications.
• Provide appropriate systems access within established guidelines and perform access audits to comply with security controls, including SOX/PCI controls.
• Cast Member may be asked to travel domestically and internationally in support of the business operation.  Travel may account for up to or in excess of 20% of the working year. 
• Must be available 24/7 and provide rotational on-call support including nights, weekends and holidays. On-call support may require immediate action, escalation, oversight, and maintained engagement until impact resolution has been achieved. 

Basic Qualifications – What You Will Bring to the Team

• Prior leadership experience
• Demonstrated communication, presentation, and public speaking skills
• Ability to influence leadership with a strategic and collaborative approach.
• Leadership, organizational and project management skills 
• Self-starter, recognizing when projects need to involve multiple partners and decisions need to be made at other levels within the organization
• Demonstrated ability to work in a fast-paced environment, successfully meeting deadlines
• Demonstrated ability to handle confidential information 
• Strong knowledge in one or more cruise or travel related applications: Seaware, Fidelio, SilverWhere, AffairWhere, and/or XDining
• Strong knowledge of Microsoft Office applications
• Experience with reporting applications such as Business Objects, MicroStrategy, and/or Tableau

Preferred Qualifications

• Cruise industry experience (shipboard and/or shoreside)
• Strong knowledge of Disney Cruise Line and Adventures by Disney products, processes, and services
• 5+ years of technical systems experience

Education Requirements

• Bachelor's degree or equivalent

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.