VP-Customer & Trade Experience at The Walt Disney Company

Kissimmee, Florida, United States

Apply Now

Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Travel, Hospitality, EntertainmentIndustries

Requirements

Executive leadership experience in strategic direction and operational oversight for contact centers, travel operations, and business systems
Proven ability to partner with senior executives across organizations like Disney Cruise Line, Adventures by Disney, National Geographic Expeditions, and The Walt Disney Company
Membership or experience on steering committees for sales/service performance, operational efficiency, and technology transformation
Expertise in managing large-scale global contact center operations, travel logistics, vendor relations, and emergency operations
Knowledge of reservation systems, enterprise travel platforms, automation, and technology integration
Financial management skills for overseeing budgets, KPIs, cost optimization, and revenue growth
Leadership experience managing diverse teams of over 700 members across geographies, with focus on talent development and succession planning
Strong relationship-building and collaboration skills as a trusted advisor to enterprise leaders

Responsibilities

Develop and lead a cohesive global travel and sales/service strategy integrating sales performance, contact center operations, travel logistics, technology platforms, and business communications
Partner with senior executives to define and achieve enterprise travel and sales goals
Champion and sponsor innovation and technology transformation for efficiency, automation, and enhanced Guest experiences
Oversee global contact center operations for exceptional service, efficiency, and financial performance
Guide operational teams in travel logistics, air/sea programs, group/event services, vendor relations, training, labor management, quality assurance, and guest services
Ensure effective emergency operations/communications, business continuity, risk management, and compliance with Safety Management System (SMS) and environmental standards
Lead continuous improvement initiatives to reduce costs, increase revenue, enhance productivity, and maintain service/safety standards
Provide executive oversight for reservation systems and enterprise travel platforms
Partner with technology teams to enhance automation, system performance, and data integration
Evaluate, justify, and champion investment cases for new technical projects and system enhancements
Oversee combined operating budgets for fiscal accountability, cost optimization, and revenue growth
Establish and monitor KPIs related to sales conversion, service quality, efficiency, and Guest satisfaction
Lead, mentor, and inspire over 700 Cast Members across geographies, fostering collaboration, inclusion, and innovation aligned with Disney values
Build future leadership capacity through talent development, succession planning, and cross-functional alignment
Build relationships and serve as a trusted advisor/liaison with enterprise leaders for consistent standards, guest experience, and operational practices
Represent Disney with external stakeholders