Manager, Character Operations, Disney Cruise Line

Wherever you are in the amazing world of Disney, you are contributing to the stories of our iconic brands, recognised by audiences everywhere for entertainment, information and inspiration. Innovation, imagination and inclusion are at the core of Disney, defining the experience that we deliver as well as providing the foundation of our success. The scope of our business, combined with global growth and collaboration result in an inclusive employee experience characterised by continuous learning, development and achievement.

About Disney Cruise Line

Since launching in 1998, Disney Cruise Line has established itself as a leader in the cruise industry, providing a setting where families can reconnect, adults can recharge and children can experience all Disney has to offer. Today, the award-winning Disney Cruise Line continues to expand its blueprint for family cruising with a fleet of six ships — the Disney Magic, Disney Wonder, Disney Dream, Disney Fantasy, Disney Wish, and Disney Treasure — and seven more ships on the way, including the expanded relationship with Oriental Land Company Ltd. to bring Disney cruise vacations to Japan, by 2031. The Disney Cruise Line fleet sails to destinations in The Bahamas, the Caribbean, Europe, Alaska, Mexico, Canada, Hawaii, the South Pacific, and Australia and New Zealand. The Disney Adventure, setting sail in 2025, will be the first to home port in Singapore.

About the Role

The Manager, Character Operations will report to the Senior Manager, Entertainment Operations. This role is responsible for setting and implementing the vision for character-related programming and initiatives, as well as ensuring alignment with the Disney Live Entertainment Brand Guidelines and Corporate Brand Standards for Live Characters. This position also manages cross-functional projects, oversees talent development, and implements innovative strategies to elevate the character experience onboard.

This role requirements flexibility to work non-traditional hours, including weekends and holidays.

Responsibilities:

• Develop and execute strategic plans for Character Operations, ensuring alignment with Disney Cruise Line Entertainment goals and standards.
• Lead shipboard leaders responsible for character teams through a dotted-line reporting structure, providing mentorship, coaching, and oversight to ensure operational excellence.
• Oversee the integration of new character-related content for new builds and fleet updates, including leading room utilizations, performer schedules, and build grids.
• Lead talent assessment, succession planning, and strategic placement of character performers and leaders.
• Partner with HR on recruitment, hiring, and retention efforts for character-related roles.
• Ensure character programming and live character standards adhere to Corporate Brand Guidelines while driving operational consistency.
• Act as the key liaison between shoreside-based creative teams, shipboard leaders, and operational partners, ensuring seamless execution of character programs and events.
• Partner with Synergy and Outreach teams to create character-driven experiences that enhance the guest experience while maintaining brand integrity.
• Demonstrate exceptional decision-making and problem-solving skills, often under high-pressure conditions in a fast-paced environment, while maintaining a positive and professional attitude.
• Foster a culture of excellence by modeling Disney Leader Basics and supporting the delivery of Five Keys Basics, with a strong focus on safety, courtesy, show, efficiency, and inclusion.
• Ensure compliance with Disney T&E policy, providing training and coaching to leaders traveling on behalf of the company.

Requirements:

• Minimum of 5+ years of experience in Entertainment leadership or senior leadership role, spanning multiple genres and including Character-related areas.
• Proven experience leading and managing salaried leaders, including coaching, mentoring, and driving business results.
• Experience managing character programming during high-profile media events.
• Proven leadership in building strong partnerships that foster inclusive collaboration across teams and departments.
• Proven ability to organize, provide direction, and quickly adapt to changing situations.
• Demonstrated problem-solving and decision-making skills, particularly under high-pressure conditions.
• Demonstrated ability to manage change, handle multiple priorities, and maintain confidentiality in a fast-paced environment.
• Strong written and verbal communication skills, with the ability to interface professionally and effectively with all levels of management.
• Demonstrated self-starter with minimal need for direction or follow-up.
• Strong networking and partnering skills across multiple teams and levels of the organization.
• General proficiency in Microsoft Office Suite (Outlook, Word, Excel).
• Proven coaching and leadership skills with a track record of developing and mentoring leaders.
• Demonstrated ability to delegate effectively while driving results in a matrixed environment.
• Experience leading in a dynamic, high-pressure environment with competing priorities.

Education:

• Bachelor’s Degree or equivalent experience in a related field

Additional Information:

• Flexibility to work non-traditional hours, including weekends and holidays.