Business Systems Support Manager Shoreside, Disney Cruise Line

As a Business Systems Support Manager Shoreside for Disney Cruise Line, you will be a Leader of Subject Matter Experts (SMEs) who provide project and operational support for various shoreside systems and interfaces used by Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions. You will represent the Business and serve as consultant, technical liaison, system Subject Matter Expert, System Administrator, and Project Manager for Disney Cruise Line and Adventures & Expeditions applications, sub-systems and interfaces.

Responsibilities:

• Lead and develop your team to determine requirements, plan, validate, prioritize, and test solutions and applications for Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions in coordination with technology partners, business operational teams, and external vendors.
• Lead and manage team performance by promoting collaboration and commitment, empowering the team to achieve goals and results in predictable and measurable ways, while supporting a healthy work/life balance.
• Lead project initiatives and ongoing support for existing Global Distribution Systems (GDS) integrated with Disney Cruise Line's Seaware via the OpenTravel Alliance (OTA) API, while onboarding new partners.
• Develop, deliver, and maintain training programs for GDS sustainment efforts, promoting collaboration between internal and external partners to enhance GDS/OTA usage and optimize system performance.
• Engage with business leadership and their teams to identify successes, unarticulated needs, and new opportunities, using technology to maintain a competitive advantage.
• Collaborate with operating teams, technology support groups, developers, and external vendors to ensure quality system products are delivered on schedule and within budget.
• Ensure system requirements are met and maintained to prevent the loss of business-critical functionality and avoid interruptions or slowdowns of business processes or revenue loss.
• Focus on improving current technical assets while minimizing costs and improving productivity.
• Administer and lead security responsibilities under the scope of Shoreside and Shipboard system administration to align with Sarbanes-Oxley and PCI mandates, controls, and audits set by the Walt Disney Company.
• Support and prioritize requests and processes related to a global system support operation for business users, including a 24/7 on-call support center.

Basic Qualifications:

• 5+ years of experience in planning, organizing, and leading projects and providing operational support, with a strong emphasis on project management and attention to detail.
• Extensive expertise in business and technical aspects of Contact Center operations and travel industry systems and applications.
• Demonstrated ability to lead technical and operational teams, showcasing strong leadership skills that foster empowerment and build result-driven teams.
• Highly proficient in reporting tools such as Business Objects, MicroStrategy, and Tableau, with a track record of developing comprehensive operational and financial reports using analytical applications and databases.
• Extensive experience in creating Standard Operating Guides, manuals, policies, and procedures, collaborating closely with training teams to support multiple business functions.
• Committed to mentoring colleagues and working collaboratively across both technical and non-technical teams, including leadership.
• Demonstrated analytical, problem-solving, and decision-making skills, with a meticulous approach to troubleshooting.
• Skilled in balancing organizational workload and project management, seamlessly progressing between strategic goals and day-to-day operations.
• Flexibility with work schedule, including nights, weekends, and holidays.

Preferred Qualifications:

• Prior leadership experience with The Walt Disney Company including leading direct reports.
• Extensive knowledge of Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions products and services.
• Possess a valid passport.
• Extensive expertise in Global Distribution Systems (GDS) and Online Travel Agency (OTA) integrations.
• Proven project management skills, including schedule and budget management, collaborator engagement, and project team leadership.
• Strong written and verbal communication skills with a keen attention to detail.
• Proficiency in cruise or travel-related applications such as Seaware, Fidelio, OARS, Peak15, QuickBase, and Silverwhere, with a willingness to learn new applications.
• Experience with software and hardware hierarchies and related dependencies.

Required Education: Bachelor's Degree in Business Administration, Management, Operations, Project Management, or a related field or equivalent work experience.

Preferred Education:

• Master's Degree in Business Administration (MBA), Management, Operations, or a related field or equivalent experience.
• Project Management Professional (PMP) Certification.