Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions needs executive leadership to provide strategic direction and operational oversight for integrated contact centers, travel operations, and business systems to deliver exceptional Guest and Cast experiences while achieving world-class operational and financial performance.
Requirements
- Minimum of 3 years executive leadership experience, 10+ years of overall leadership experience in the travel industry, and minimum of 5 years leadership experience in an operational discipline
- Substantial experience leading complex or multi-site operations or organizations
- Ability to drive organizational change and build infrastructure capabilities that effectively optimize operational efficiency and deliver innovative and agile solutions
- Proven ability to lead a team of highly capable leaders, anticipating the quickly changing business landscape and inspiring and aligning the team around a clear, achievable vision
- Strong understanding of financial management, budgeting and performance measurement
Responsibilities
- Provide executive oversight for the reservation systems and other enterprise travel platforms supporting Disney Cruise Line and Adventures by Disney.
- Partner with technology teams to enhance automation, system performance, and data integration to improve service delivery and decision-making.
- Evaluate, justify, and champion investment cases for new technical projects and major system enhancements.
Other
- Develop and lead a cohesive global travel and sales/service strategy that unites sales performance, contact center operations, travel logistics, technology platforms, and business communications under a single, integrated vision.
- Partner with senior executives across Disney Cruise Line, Adventures by Disney, National Geographic Expeditions, and The Walt Disney Company to define and achieve enterprise travel and sales goals.
- Serve as champion and executive sponsor for innovation and technology transformation, driving efficiency, automation, and enhanced Guest experiences across travel systems and operations.
- Oversee large-scale global contact center operations, ensuring exceptional service, efficiency, and financial performance.
- Guide operational teams managing global travel logistics, air/sea programs, group and event services, vendor relations, training, labor management, quality assurance, and guest services.
