Business Systems Support Manager Shoreside, Disney Cruise Line

About the position

As a Business Systems Support Manager Shoreside for Disney Cruise Line, you will lead a team of Subject Matter Experts (SMEs) providing project and operational support for various shoreside systems and interfaces. This role involves acting as a consultant, technical liaison, and project manager for Disney Cruise Line and its associated applications, ensuring seamless integration and operational efficiency.

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.
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• Manage team performance by promoting collaboration and commitment, empowering the team to achieve goals and results.
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• 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.
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• Oversee and update configurations across GDS/OTA channels to ensure seamless system integration and provide technical support.
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• Develop, deliver, and maintain training programs for GDS sustainment efforts, promoting collaboration between internal and external partners.
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• Engage with business leadership to identify successes, unarticulated needs, and new opportunities using technology.
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• Collaborate with operating teams, technology support groups, developers, and external vendors to ensure quality system products are delivered on schedule and within budget.
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• Ensure system requirements are met and maintained to prevent loss of business-critical functionality.
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• Focus on improving current technical assets while minimizing costs and improving productivity.
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• Administer and lead security responsibilities under the scope of Shoreside and Shipboard system administration to align with Sarbanes-Oxley and PCI mandates.
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• Support and prioritize requests related to a global system support operation for business users.

Requirements
• 5+ years of experience in planning, organizing, and leading projects and providing operational support.
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• Extensive expertise in business and technical aspects of Contact Center operations and travel industry systems.
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• Demonstrated ability to lead technical and operational teams with strong leadership skills.
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• Highly proficient in reporting tools such as Business Objects, MicroStrategy, and Tableau.
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• Extensive experience in creating Standard Operating Guides, manuals, policies, and procedures.
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• Committed to mentoring colleagues and working collaboratively across teams.
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• Demonstrated analytical, problem-solving, and decision-making skills.
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• Skilled in balancing organizational workload and project management.

Nice-to-haves
• Prior leadership experience with The Walt Disney Company.
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• Extensive knowledge of Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions products.
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• Possess a valid passport.
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• Extensive expertise in Global Distribution Systems (GDS) and Online Travel Agency (OTA) integrations.
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• Proven project management skills, including schedule and budget management.
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• Strong written and verbal communication skills.
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• Proficiency in cruise or travel-related applications such as Seaware, Fidelio, OARS, Peak15, QuickBase, and Silverwhere.

Benefits
• Health and savings benefits
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• Educational opportunities
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• Special extras that only Disney can provide

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