Sr Mgr-Disney Central Data & Insights

Those words ring true now more than ever, emphasizing the importance of this leader. The Senior Manager, Disney Central Data & Insights will lead our internal data strategy, governance, and operational insight capabilities that will enable Disney Central’s operations to make faster, clearer, and more informed decisions. This leader will oversee managers responsible for data integration and compliance, platform design, operational intelligence, KPI management, business analysis, quality measurement trending and opportunity gaps, and insight visualization.

The contact center relies on accurate, timely, and trusted data to serve Guests, guide Cast performance, support leaders, and prioritize operational improvements. This is a highly-collaborative leadership role that will shape the next generation of contact center intelligence by connecting data strategy, reporting discipline, compliance, and business insight into a coordinated capability that improves decision-making and operational outcomes. The Senior Manager will partner closely with key partners (DxT, Industrial Engineering, Commercial Intelligence, Disney Experience Intelligence, etc), as well as the operation served to align data requirements, strengthen governance, and advance the use of intelligence at Disney Central.

Responsibilitie s

· Leadership & Talent Development: Lead and develop a team responsible for data integration, compliance, operational intelligence, and analytics. Set direction, establish priorities, coach leaders, and ensure the team delivers high-quality, timely, and actionable work products.

· Data Strategy, Integration & Platform Stewardship: Establish & advance the contact center data strategy and roadmap, including data ingestion & integration, data integrity, platform design requirements, data sharing processes, and future-state capability planning

· Governance, Compliance & Controls: Provide leadership oversight for PII and PCI practices, including audits, controlled access request review and approval, controls enforcement, and compliance reporting in alignment with enterprise data protection, privacy, and security

· Operational Intelligence & KPI Management: Build and standardize the measurement framework for contact center performance, including KPI standardization, executive QBR content, real-time dashboard management, quality measurement, and performance reporting across operational and strategic priorities

· Analysis, Insights & Business Decision Support: Guide ad-hoc business and operational analyses, translate complex data into clear stories, recommendations, and leadership-ready materials, and provide recommendations that support operational effectiveness, resource prioritization, quality outcomes, business growth, and Guest experience improvement

· Quality Monitoring and Trending: Lead the team and vendor relationship that provides ongoing quality monitoring of Disney Central agents to ensure a superior Guest experience and identify trends and opportunities that can be used in coaching and to inform business decisions.

· Cross-Functional Influence & Partnership: Partner closely with Disney Central Operations, Technology, Commercial Intelligence, Disney Experience Intelligence, and other data teams to align priorities, shape requirements, influence roadmaps, resolve data issues, and ensure insights are used in business decision-making

· 7+ years of progressive experience in data analytics, database management, software engineering, or a related discipline

· 5+ years of people leadership experience, including experience leading managers, analysts, technical professionals, or cross-functional teams

· Demonstrated experience leading data strategy, KPI standardization, performance reporting, data governance, operational analytics, or business intelligence capabilities in a complex environment

· Track record implementing successful large-scale data integration and business intelligence projects in close collaboration with operations

· Familiarity with unstructured data analytics (speech & text) and tools to mine insights from call transcripts, chat/messaging/email logs, and IVR routing paths

· Experience transforming siloed communication channels (voice, chat, email, etc) into a unified, integrated data model

· Deep understanding of data warehousing, database management, API/data exchange, automation, and data integration tools

· Demonstrated ability to communicate complex data, technical, and operational concepts to non-technical audiences and distill analytics into actionable insights for senior leaders

· Comprehensive understanding of data integrity, data privacy, access controls, compliance practices, and the handling of confidential or sensitive information

· Advanced skills in collaboration, prioritization, judgment, problem-solving, and change leadership skills

Preferred Qualifications

· Experience supporting a contact center, guest/customer service, travel operations, workforce management, or other high-volume service operation

· Direct experience extracting and integrating data from major CCaaS, CRM, and telephony providers (Nice CXOne, Avaya, SalesForce Service Cloud)

· Advanced proficiency in query & coding languages like SQL, Python, or R

· Familiarity with Agile and other iterative delivery methodologies

· Knowledge of PII, PCI, privacy, audit, access management, and enterprise data governance practices

· Experience developing executive reporting, QBR materials, operational dashboards, scorecards, quality measurement programs, or performance management routines

· Hands-on experience with BI and visualization tools like Tableau and PowerBI

· Demonstrated ability to influence cross-functional partners and senior leaders through data-driven storytelling and actionable recommendations

· Demonstrated knowledge of Machine Learning, Predictive AI and/or Generative AI and its uses in driving actionable insights in the contact center space

Preferred Education

• Advanced degree in Technology, Software Engineering, Business Analytics, or a related field/experience

The hiring range for this position in Orlando, Florida, is $134,500.00-$180,400.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience, among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range medical, financial, and/or other benefits, dependent on the level and position offered.

Benefits and Perks: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits., This position is with Disney Destinations, LLC, which is part of a business we call Walt Disney World Resort.

To learn more about Disney’s guidelines on the use of AI for candidates, click here. (https://join.disneycareers.com/global/en/ai-usage)

Disney Destinations, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.