Sr Manager, Entertainment Operations - Disney Cruise Line

About the Role & Team

Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can live and work in a diverse and inclusive environment amidst a professional and supportive community. If you are ready to create unforgettable experiences and grow as a person and as a professional, apply today!

Do you have a passion for leading teams that make a difference with our Guest and Crew experience?  Do you empower others to deliver experiences that resonate for diverse Guests, including underrepresented audiences? Do you enjoy inspiring groups of people to bring entertainment experiences to life for all ages, including young children and ‘the young at heart’?  Then, this may be the role for you.

As the Sr. Manager, Shipwide Entertainment and Character Operations for Disney Cruise Line, you will play an essential part in the day-to-day delivery of entertainment experiences by leading, collaborating and empowering leaders at Disney Cruise Line and other Disney Signature Experiences partners to deliver and sustain the best entertainment experiences in the world. You will provide operational leadership for all of Disney Cruise Line’s Shipwide Entertainment and Character operation teams and functions (ship and shore). Safety and security of our guests and crew is our first priority.  With this in mind, you will develop, execute, and sustain the operational vision of Shipwide Entertainment and Character Operations, leveraging the overall strategic vision of Disney Cruise Line Entertainment. Your responsibility will be to translate and integrate the vision into strategic operating plans focused on innovation and continuous process improvements. Plans should drive enhanced Guest, Crew/Cast safety features, overall experience and financial results within Youth Activities, taking into account the current competitive environment and growing expectations of our fleet.

What You Will Do

• Manage the shipwide entertainment and Character operations product and monitor for brand integrity and show quality, consistency of content and delivery, meeting safety and regulatory requirements, opportunities to refresh the product, operation and experience for our Guests, and the impact on staffing/product.

• Serve as primary point of contact for onboard Assistant Cruise Directors to verify that they have the shore support they need to be effective and to create an exceptional, integrated Guest, Crew, and Cast experience.

• As the primary change agent for Shipwide Entertainment and Character Operations, take calculated risks to integrate processes, remove barriers for your teams and align team performance goals. Influence key partners and Crew/Cast to ensure execution of the strategic plans.

• Serve as functional subject matter expertise to shore and shipboard leadership.

• Manage all financial profit and operating expenses including revenue generation, cost containment and resource optimization for Shipwide Entertainment and Character operations.

• Oversee budgets, labor management, etc. Actively contribute to the preparation of the annual operating plan.

• Drive innovation and optimization efforts as a leader and support the Disney Cruise Line Entertainment mindset to see to seamless and continuous Guest experiences.

• Interpret and utilize metrics and operations indicators to measure, motivate and enhance performance for Shipwide Entertainment and Character operations.

• Partner with HR on the selection, hiring, and retention of all onboard positions that interact with Adult and Family programming, including weekly reviews of staffing rotations as well as recruiting trips/trip support for key positions.

• Maintain ongoing shipboard communication and respond immediately to urgent ship requests relating to Shipwide Entertainment and Character Operations.

• Drive relationships with Synergy and Participant Marketing teams and effectively partner to create and implement opportunities to leverage these affiliations to elevate the onboard/island products.

• Oversee execution and compliance of shipboard leadership for all forms, collateral materials, documentation, checklists, procedures, policies and policy changes.  Provide research, documentation and communications support as necessary.

• Ensure shipboard and shoreside teams have the necessary resources and materials to enable workstreams and delivery of shipboard/island product. 

• Serve as a representative of the Disney brand.

• Foster a positive environment that builds community and trust by delivering on the Five Keys and modeling Disney Leadership Behaviors. Serve as a leader model of excellence.

• Partner with appropriate shipboard and shoreside leaders to follow up on Guest issues and suggestions.  Carefully review Guest Comment cards, GSM comment summaries, GSM results, Voyage Incident Reports.  Research, resolve and communicate resolution.

• For areas of responsibility, oversee documentation and updates of SMS guidance affecting safety and environmental matters, LOG guidance, and any other processes, policies, and procedures that affect the onboard/island product in accordance to internal and external audits or operational feedback.

Required Qualifications & Skills

• Minimum 10 or more years’ experience in the entertainment, hospitality, or cruise industry operations experience is required.

• Leadership experience including but not limited to coaching and mentoring skills that will inspire Crew at all levels.

• Experience integrating the Entertainment experience in partnership with multiple lines of business.

• Passion for character and show integrity that supports the Disney Brand.

• Proven ability to initiate, organize, prioritize, take and provide direction, and complete multiple tasks in a timely manner.

• Highly motivated self-starter able to manage multiple priorities in a fast-paced work environment.

• Proven ability to initiate, organize, prioritize, take and provide direction, and complete multiple tasks in a timely manner.

• Successful ability to create & maintain effective relationships with key partners, vendors, contractors, and industry organizations.

• Demonstrated strong verbal, written, presentation and public speaking skills with proven experience integrating with all levels of the organization

• Knowledge of best practices and innovative industry and youth trends.

• Demonstrated strong negotiation, delegation, and partnering skills.

• Demonstrated problem solving and continuous improvement process skills.

• Demonstrated strong coaching and mentoring skills.

• Demonstrated ability to work in a team environment with strong interpersonal skills and positive demeanor.

• Demonstrated ability to model Disney heritage, traditions and guidelines.

• Ability to be flexible with work schedule inclusive of travel, weekends, and holidays.

Preferred Qualifications & Skills

• Minimum 5 years cruise industry entertainment leadership experience.

Education

• College degree or related schooling associated with entertainment, or related field of study.

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