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Manager, Guest Experience

Apply Now Apply Later Job ID 525754BR Location Kelowna, British Columbia, Canada Business Disney Consumer Products and Interactive Media Brand Disney Consumer Products and Interactive Media Date posted 02/15/2018
The Disney Consumer Products and Interactive Guest Experience team is known for providing world class guest support to an exciting portfolio of digital experiences across the Walt Disney Company, and as such the Manager will bring a guest centric mindset while continuously improving our operating models and omni-channel approach to best serve our Guests.

The Manager, Guest Experience ensures the department is run effectively, utilizing the best resourcing and adhering to the highest standards of guest service. The focus of this position will be connecting the guest support department to the constantly evolving business needs of DCPI and providing operational direction to the department with a focus on quality.


  • Provide support team leadership by helping set and deliver business objectives for the department, providing clear operational strategy.
  • Manage a large team of direct and indirect reports including recruiting and mentoring top talent in delivering high quality support.
  • Manage and collaborate on overall budget and forecasting with a strong aptitude for leveraging the KPI’s to determine optimal staffing and overall operational strategy.
  • Ensure the department Policy and Procedure is properly documented and regularly reviewed. Utilize the tactical support leads to ensure consistency across all products and offices.
  • Ensure operational alignment to overall strategic initiatives.
  • Proactively advise internal teams and clients on contact center and Guest feedback, with recommendations for how to improve contact ratios and Product experiences.
  • Work with GX leadership to provide clear visibility into guest support issues and challenges as well as team health as needed.
  • Keeps up to date on support industry trends ensuring the operational approach is in line with the changing landscape of service platforms and Guest expectations.
  • Responsible for overall quality of the support experience provided by the support team to our Guests.
  • A strong ability to manage workflow across multiple support channels and products.
  • Develop and deliver a guest-centric support strategy focused on quality while maintain cost effectiveness.

Basic Qualifications

  • Proven track record in successfully leading a large team in a customer service environment.
  • Clear communication, both written and verbal.
  • Curiosity and humility.
  • Strong interpersonal skills.
  • Experience with managing large budgets.
  • Ability to drive results in an ever-changing environment.
  • Experience presenting
  • Ability to create meaningful reports and analysis uncovering root cause of operational issues.

Required Education

Company Overview

DCPI is the business segment of The Walt Disney Company that brings stories and characters to life through innovative and engaging physical products and digital experiences across more than 100 categories, from toys and t-shirts, to apps, books and console games. DCPI comprises four main lines of business: Licensing, Retail, Games and Apps, and Content. The combined segment is home to world-class teams of app and game developers, licensing and retail experts, a leading retail business (Disney Store), artists and storytellers, and technologists who inspire imaginations around the world.
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