Operations Measurement Manager

The Operations Measurement Manager is the Guest Service subject matter expert for the operating clients supporting the Hotel & Resorts Line of Business. In this role the manager will produce detailed and actionable recommendations specific to individual executives and their teams to improve Guest service within their location. You will utilize a variety of business intelligence tools to develop a robust location specific update that includes unique attributes and opportunities for the operating team. This role integrates with various teams, and you will identify gaps to provide actionable concepts and plans.

You will report to the Manager, Business Integration & Analytics.

What You Will Do

• Develop a deep understanding of individual location Guest service scores and operational practices to provide actionable recommendations related to service

• Provide robust Guest experience insights and solutions for complex trending Guest issues at a location level

• Daily review and understanding of the Walt Disney World Resort Guest Satisfaction Measurement data and in-stay resort feedback including trends, external social media sites, DisneyWorld.com, and shifts in the Guest experience

• Initiate, identify, and communicate guest service trends and opportunities to executive operations leadership on a recurring basis

• Perform as the “go to” resource for any guest experience related impacts or opportunities

• Facilitate on Guest experience, analytical thoughts, and other business intelligence results to executive leadership and their Steering Committees

• Recommend individualized tactics and best practices to executive leadership to drive improvements in the Guest experience

• Spend time in the operations locations to enable the ability to relate survey data to actual experiences

• Mentor and train operations leaders on Guest service skills

• Execute process enhancements through Quality Operating Principles (QOP) development, implementation and sustainment driven by project management and collaboration with a variety of partners in the project efforts

• Engage appropriately with internal Walt Disney World partners on QOP efforts

Required Qualifications & Skills

• 5+ years of experience in Walt Disney World Operations in any line of business

• 2+ years of leadership experience

• Organizational and project management skills

• Ability to lead multi-functional project teams on a variety of operational topics

• Collaboration skills

• Knowledge of Disney Parks, Resorts, and Transportation

• Experience in processes, training, and facilitation

• Storytelling and presentation skills

Preferred Qualifications

• 3+ years’ experience with Medallia

• 3+ years’ experience integrating objective and subjective data from a variety of tools

• Experience in Resorts, Premium Services, or Transportation Operations

• Experience in training development, Tableau, PowerPoint, and Excel

Required Education

• Undergraduate degree or equivalent experience in Management, Business Administration, Communication or related field

Our Benefits: 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