Manager, Shoreside Systems Strategies, Disney Cruise Line

Job Posting Title:

Manager, Shoreside Systems Strategies, Disney Cruise Line

Req ID:

10109890

Job Description:

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 the Manager, Shoreside Systems Strategies for Disney Cruise Line, you will lead a team of Subject Matter Experts (SMEs) responsible for providing project and operational support across various shoreside systems, applications, and interfaces utilized by Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions. In this role, you will represent the business as a consultant, technical liaison, system SME, System Administrator, and Project Manager, overseeing the applications, sub-systems, and interfaces supporting Disney Cruise Line and Adventures & Expeditions operations.

The Manager, Shoreside Systems Strategies for Disney Cruise Line will report to the Sr Manager, Business Systems Management and sits in Celebration, FL.

Responsibilities:

• Lead and mentor salaried Cast Members, fostering their comprehensive training, professional growth, and success while developing a high-performing team to identify requirements, plan, validate, prioritize, and test business applications and system configurations for Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions.

• Build and maintain strong relationships with Technology partners, business operational teams, financial services teams, and external vendors to ensure seamless collaboration and efficient operations.

• Oversee project and operational sustainment efforts for shoreside systems supporting Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions, including but not limited to DCL and ABD Seaware systems.

• Develop, deliver, and maintain training programs for GDS sustainment, promoting collaboration between internal and external partners.

• Collaborate with Operations and Technology leadership to identify opportunities, address unspoken needs, and provide critical insights and guidance that inform strategic planning and decision-making.

• Ensure business-critical systems remain operational by meeting and maintaining system requirements, prioritizing and implementing enhancements, and resolving defects. Coordinate user acceptance testing for system releases, incidents, outages, and issues to minimize disruptions and revenue loss.

• Partner with Finance leadership to execute financial integration testing and validate system upgrades or project-related changes, ensuring alignment with financial processes.

• Administer security management for shoreside systems in compliance with Sarbanes-Oxley, PCI mandates, and audits established by the Walt Disney Company.

• Take ownership of team performance by fostering a culture of cooperation and commitment, empowering the team to achieve goals and deliverables with predictable and measurable outcomes while promoting a healthy work/life balance.

• Provide support and prioritize requests for a global system support operation, including 24/7 rotational on-call responsibilities. On-call duties may involve immediate escalation, oversight, and resolution of incidents during nights, weekends, and holidays.

• Support operational needs with domestic and international travel, which may account for up to or exceed 20% of the working year, to provide on-site user support and address critical requirements.

Basic Qualifications:

• 3+ years of experience leading high-performing technical and operational teams, managing complex projects, and driving cross-functional collaboration within the travel industry or similar sectors.

• Proven ability to motivate, empower, and build results-oriented teams while fostering a culture of accountability and excellence.

• Expertise in project management, including schedule and budget oversight, stakeholder engagement, and team leadership, with strong organizational and presentation skills.

• Proficient in Seaware or similar cruise and travel-related systems, with a comprehensive understanding of contact center operations and travel industry applications.