Manager, Optimization & Insights

Job Posting Title:

Manager, Optimization & Insights

Req ID:

10118133

Job Description:

Manager, Optimization and Insights

Disney Signature Experiences – Disney Vacation Club

At Disney, we’re storytellers. We make the impossible possible, combining creativity with innovative solutions to bring stories to life. Now, you have the opportunity to join our team and shape the future of our Member Experience strategy.

As Manager, Optimization and Insights, you will lead the Disney Vacation Club (DVC) Member Experience Analytics team—managing workload prioritization, aligning projects with strategic goals, and fostering a collaborative, inclusive, and fun culture that supports the broader Member Experience organization.

In this role, you’ll inspire and coach a team of five analysts/senior Analysts to deliver approximately 1,000 analytics requests annually, execute long-term analytics strategies, and ensure accurate forecasting to support staffing and operational decisions within a high-volume contact center environment.  You'll deliver impactful insights to inform business strategies using tools like SQL Server, Tableau, and Alteryx. Additionally, you’ll serve as a trusted thought partner to DVC leadership, building strong cross-functional relationships with teams such as Information Design & Experience, Club Strategy, Finance, and Telecom—while staying ahead of emerging technologies like speech analytics and contact center tools.

Additionally, you will lead benchmarking initiatives to refine performance and workload analytics, optimize resource allocation, and enhance analytics solutions to deliver maximum business value. This is your chance to be part of a team that drives meaningful insights and helps shape the future of Member Experience.

This position is based in Celebration, Florida.

You Will:

Leadership and Strategy

• Oversee and manage the Disney Vacation Club (DVC) Member Experience Analytics team, directing workload prioritization, strategic project alignment, and talent development.

• Foster a collaborative, innovative, and inclusive culture while delivering more than 1,000 analytics work requests annually.

• Develop and execute long-term analytics strategies in alignment with organizational goals.

Analytics and Insights

• Lead the design, implementation, and presentation of data-driven insights and visualizations for senior leadership using advanced analytics tools.

• Manage all phases of analytics and research processes, including methodology design, data mining, and actionable result presentation.

• Ensure forecast accuracy by developing and maintaining robust forecasting models that support staffing and operational decisions within a high-volume contact center.

• Utilize tools like SQL Server, Tableau, and Alteryx to streamline operational processes and drive efficiency.

Team Development

• Inspire and coach a team of five analysts, including two senior-level analysts, ensuring continuous development and performance excellence.

• Support inclusive hiring and development strategies to grow a diverse and future-ready analytics team.

Collaboration and Relationship Management

• Serve as a critical thought partner to DVC leadership and build strong relationships across teams, including Finance, Telecom, Club Strategy and Information Design & Experience

• Stay abreast of trends and advancements in analytics, such as speech analytics and contact center technologies.

Continuous Improvement

• Benchmark against internal and external best practices to refine performance, labor, and workload analytics.

• Lead initiatives to optimize resource allocation and enhance analytics solutions for maximum business value.

You Will Have:

• 5+ years of progressive analytical/technical leadership experience.

• 5+ years of experience in business reporting, analytics, or information systems.

• 3+ years of Microsoft SQL Server and data visualization experience (Tableau, Power BI, etc.).

• 3+ years of project management experience leading cross-departmental initiatives.

• Strong decision-making skills in dynamic, fast-paced environments.

Preferred Qualifications

• Experience analyzing data for high-volume contact centers, including leveraging analytics to optimize performance, enhance  satisfaction, and drive operational efficiencies

• Experience with Alteryx and labor/workload forecasting

• Certifications in SQL, Tableau, Alteryx Designer, Alteryx Intellige