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Director, Digital Product Experience and Operations

Apply NowApply Later NOTE: We have a new application system, please create a new account if you have not done so yet when applying. Job ID 7086932420220508 Location Celebration, Florida, United States Business Parks, Experiences and Products Date posted Jun. 28, 2022 Flex Type On-Site

- This role is considered on-site, which means the employee will work from a Company designated location on an ongoing basis.

Job Summary:

Director, Digital Product Experience and Operations

Job Description:

The Director, Digital Product Experience and Operations must possess the skills, vision, and imagination to help drive production of premier websites and apps in the Digital Guest Experience area.  Oversees the development of multiple large-scale websites as well as apps and will manage a budget of over $20M for ongoing sustainment of a portfolio of work.  Manages the full project lifecycle including coordination with business, creative, technical disciplines internally, business partners in the Disney company, and third-party vendors. The role balances how to drive the guest experience while supporting the revenue/commercial needs for the brand areas.


Relationship Management: The Director manages partner expectations, scope and budget discussions, and project communications.

  • Develops strong partner relationships

  • Provides partners with a consistent point of contact and accountability for their online business needs

  • Provides strong business thinking to on our partner’s various digital business needs

  • Can frequently shift focus across several lines of business

  • Is able to articulate digital strategy and works to deliver solutions to business partner needs within the established digital strategy

Product Experience Health: The Director provides the online point of view and analysis of the data, recommending actionable online strategies and tactics.

  • Analyzes market trends, user profiles, qualitative research, usability results, sales data, attendance data and secondary source information to identify opportunities for initiative that will improve guest satisfaction, penetrate new or lapsed markets and/or extend the Parks and Resorts brand

  • Tracks industry trends and competitive initiatives, striving to keep our products, if not on the cutting edge, at least to industry best practices

  • Performs ongoing competitive analysis

Product/Account Planning: The Director, develops Annual Operating Plans (AOP) for partners’ online initiatives, including initial project lists and budgets. They will track on-going forecasts and works with Project Managers to gain approval for re-allocations or budget overages.

  • Develops business plans, initiatives, and operating practices to improve guest satisfaction

  • Works with partners to ensure appropriate budgets are set to accomplish their goals

  • Manages a budget of around 20M making sure the correct trade-offs are made to keep the production forecast on budget

Product Definition: The Director is responsible for translating marketing concepts into detailed product requirements.

  • Generates project briefs to illustrate the essential elements of a project including objectives, strategies, target audience, background, and executional considerations

  • Often writes the detailed business requirements, or at least owns their quality

  • Program/Project Leadership: The Director is ultimately responsible for the on-time, on-budget, on-strategy delivery of marketing related projects directly accountable for a portfolio of work and budget allocated for ongoing sustainment

  • Escalates unresolved business, strategy, scope, and budget issues as appropriate to the Executive leadership

  • Is primarily responsible for defining, prioritizing, and driving acceptance of project objectives and scope with the project team and partners

  • Ensures appropriate review and sign-off of key deliverables with Digital executives and partners

  • Frequently interacts with other managers to ensure re-use, innovative approaches, and exceptional value for all of our projects

  • Fosters effective working relationships with internal Creative, Product, and Technology teams and often brokers solutions between them

Drive Delivery of Sustainment:

  • Manage the operational/sustainment budget and funding in support of incoming tickets

  • Work closely with the teams to drive asset requests, delivery, approvals, etc.

  • Provide oversight for enhancements or special projects as assigned

  • Coordinate with vendors or partners as needed to complete operational tasks

  • Assist/drive sustainment tech needs/prioritization within each line of business

  • Manage resource assignment, budget, scheduling and prioritization of projects

  • Work through trade-offs when there are competing business demands

  • Drive outsourcing strategy including process to select vendors, negotiate contracts, assign projects and drive deliverables

  • Act as primary escalation path for any production-related issues

Product Content: The director is responsible for amplification, distribution, diversification, and consumption of mobile app content experiences.

  • Consults with business, creative and platform teams to identify sustainable content solutions that will scale to more individualized experiences

  • Manages team of Product Managers focused on delivering sustainable capabilities for storytelling, engagement, help and support

  • Drives strategic vision for content as a product that increases Guest interactions and lifetime value

Basic Qualifications:

  • 10+ years combined business and online experience with 5+ years in a management position

  • Proven manager of team being able to set a clear vision for a team and drive accountability to meet goals

  • Has been a strong business lead on medium to large digital projects, including evaluating and improving estimates, scope, and plans

  • Experience with technical, user and business issues in a fast-moving digital organization.

  • Experience with Agile software development methodology desired

  • Ability to anticipate, identify, and articulate the impact of emerging industry trends on our business

  • Exceptional verbal and written communication and leadership skills, including an ability to communicate effectively at an executive level

  • Ability to work collaboratively across large matrixed organizations

  • Proven ability to collaborate with and achieve actionable results through others, plus the ability to build strong and sustainable relationships, and the capability to interact within all levels of the organization

  • Ability to think strategically and drive ideas into action, with a positive outlook and willingness to take personal initiative

  • Significant knowledge of the online marketing and eCommerce space.

  • Capable of coaching/mentoring and conflict management/negotiation

Required Education:

  • Bachelor’s degree required

Preferred Education:

  • MBA preferred

About Parks, Experiences and Products:

The Disney Parks, Experiences and Products segment includes Disney’s iconic travel and leisure businesses, which include six resort destinations in the United States, Europe and Asia, a top-rated cruise line, a popular vacation ownership program, and an award-winning guided family adventure business. Disney’s global consumer products operations include the world’s leading licensing business across toys, apparel, home goods, digital games and apps; the world’s largest children’s publisher; Disney store locations around the world; and the shopDisney e-commerce platform.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Walt Disney Attractions Technology LLC, which is part of a business we call Parks, Experiences and Products.

Walt Disney Attractions Technology 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 fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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