Senior Director, Platform Operations Excellence

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Sr Director, Platform Operations Excellence is responsible for managing technology upgrades and new implementations across existing and new locations. Ensures the seamless operation, optimization, and continuous improvement of applications under the Digital & Technology (D&T) organization. Drives the operational efficiency of application portfolio through process improvement, monitoring, incident management, and cross-functional collaboration with engineering, IT teams. The individual will focus on enhancing platform stability, performance, and security while aligning with business objectives and providing exceptional customer experiences.

This role drives and develops connected end-to-end processes across multiple functions. Facilitates operational consistency globally and is responsible for the deployment of standardized tools, metrics and reporting to manage execution, drive productivity and quality. Partners closely within Digital Technology, Corporate Technology/Infrastructure/Security, Digital Product/Innovation, PMO; business divisions; and functional support partners like Finance, Sourcing, and HR.

MAJOR RESPONSIBILITIES:

Platform Optimization & Continuous Improvement

• Manage the day-to-day operations of the platforms, ensuring optimal performance, uptime, and responsiveness of the platform to meet business needs.
• Monitor and optimize system performance, including server health, response times, transaction speeds, and other key e-commerce metrics.
• Lead the implementation of best practices for platform monitoring, incident management, and troubleshooting, ensuring quick resolution of any platform-related issues or outages.
• Coordinate with technical teams (DevOps, IT, engineering) to resolve platform issues and ensure a smooth end-user experience across all digital touchpoints (web, mobile, etc.).
• Oversee regular platform maintenance, including updates, patches, and version upgrades, while ensuring minimal disruption to business operations.
• Drive continuous improvements by analyzing performance data, identifying bottlenecks, and implementing optimization strategies.
• Lead initiatives to improve platform scalability and load balancing to ensure handling of increasing traffic and transaction volumes, especially during peak periods (e.g., sales events, product launches).
• Develop and track KPIs and performance metrics to ensure the application platforms are meeting business goals related to speed, uptime, security, and guest experience.
• Ensures achievement of consistently high platform reliability and uptime of newly developed digital technology solutions to ensure superior “Digital Show Quality” for Universal’s digital solutions.
• Drive focus on operational excellence throughout the organization & partners, including (but not limited to) processes, governance, efficient working approaches, collaboration.
• Drive platform optimization initiatives to enhance performance, reduce operational costs, and improve user experience.
• Work closely with the engineering and product teams to integrate operational best practices and ensure alignment on platform architecture and infrastructure decisions.
• Identify and implement automation opportunities to streamline operations and reduce manual intervention.
• Partner with PMO & Product for on-time delivery of solutions, proactively mitigate risk of “scope creep” and business impact during transformational change.

Strategy and Continuous Improvement

• Lead application rationalization with a mindset of future proofing the digital landscape in alignment to the tech strategy.
• Define and communicate a clear vision for platform operations excellence aligned with overall business objectives.
• Lead the implementation of best practices, process improvements, and operational frameworks that optimize platform management and performance.
• Lead efforts to scale platform operations in line with business growth, ensuring the platform can handle increased load, user base, and data volume.
• Establish and maintain operational risk management processes, including contingency planning, disaster recovery, and business continuity strategies.

Cross-Team Collaboration, Team Culture, Staff Development

• Lead and mentor direct reports/team members in day-to day management and