Manager, Optimization & Insights

1 Month ago • 5-8 Years • Data Analyst

Job Summary

Job Description

The Manager, Optimization & Insights at Disney Vacation Club (DVC) leads a team of analysts in delivering data-driven insights to enhance member experience. Responsibilities include overseeing workload prioritization, aligning projects with strategic goals, and fostering a collaborative team culture. This role requires developing and executing long-term analytics strategies using tools like SQL Server, Tableau, and Alteryx to support staffing, operational decisions, and business strategy. The manager will partner with various departments, benchmark performance, and stay abreast of emerging technologies like speech analytics. The ideal candidate will have strong leadership, communication, and analytical skills, with experience in high-volume contact center data analysis.
Must have:
  • 5+ years analytical/technical leadership
  • 5+ years business reporting/analytics experience
  • 3+ years SQL Server & data visualization experience
  • 3+ years project management experience
  • Strong decision-making skills
  • Lead & develop analytics team
  • Deliver data-driven insights
  • Partner with cross-functional teams
Good to have:
  • Experience with Alteryx
  • Labor/workload forecasting experience
  • SQL, Tableau, Alteryx certifications
Perks:
  • Health and savings benefits
  • Educational opportunities
  • Disney perks

Job Details

Job Summary:

Manager, Optimization and Insights

Disney Signature Experiences – Disney Vacation Club

At Disney, we’re storytellers. We make the impossible possible, combining creativity with innovative solutions to bring stories to life. Now, you have the opportunity to join our team and shape the future of our Member Experience strategy.

As Manager, Optimization and Insights, you will lead the Disney Vacation Club (DVC) Member Experience Analytics team—managing workload prioritization, aligning projects with strategic goals, and fostering a collaborative, inclusive, and fun culture that supports the broader Member Experience organization.

In this role, you’ll inspire and coach a team of five analysts/senior Analysts to deliver approximately 1,000 analytics requests annually, execute long-term analytics strategies, and ensure accurate forecasting to support staffing and operational decisions within a high-volume contact center environment.  You'll deliver impactful insights to inform business strategies using tools like SQL Server, Tableau, and Alteryx. Additionally, you’ll serve as a trusted thought partner to DVC leadership, building strong cross-functional relationships with teams such as Information Design & Experience, Club Strategy, Finance, and Telecom—while staying ahead of emerging technologies like speech analytics and contact center tools.

Additionally, you will lead benchmarking initiatives to refine performance and workload analytics, optimize resource allocation, and enhance analytics solutions to deliver maximum business value. This is your chance to be part of a team that drives meaningful insights and helps shape the future of Member Experience.


This position is based in Celebration, Florida.

You Will:

Leadership and Strategy

  • Oversee and manage the Disney Vacation Club (DVC) Member Experience Analytics team, directing workload prioritization, strategic project alignment, and talent development.

  • Foster a collaborative, innovative, and inclusive culture while delivering more than 1,000 analytics work requests annually.

  • Develop and execute long-term analytics strategies in alignment with organizational goals.

Analytics and Insights

  • Lead the design, implementation, and presentation of data-driven insights and visualizations for senior leadership using advanced analytics tools.

  • Manage all phases of analytics and research processes, including methodology design, data mining, and actionable result presentation.

  • Ensure forecast accuracy by developing and maintaining robust forecasting models that support staffing and operational decisions within a high-volume contact center.

  • Utilize tools like SQL Server, Tableau, and Alteryx to streamline operational processes and drive efficiency.

Team Development

  • Inspire and coach a team of five analysts, including two senior-level analysts, ensuring continuous development and performance excellence.

  • Support inclusive hiring and development strategies to grow a diverse and future-ready analytics team.

Collaboration and Relationship Management

  • Serve as a critical thought partner to DVC leadership and build strong relationships across teams, including Finance, Telecom, Club Strategy and Information Design & Experience

  • Stay abreast of trends and advancements in analytics, such as speech analytics and contact center technologies.

Continuous Improvement

  • Benchmark against internal and external best practices to refine performance, labor, and workload analytics.

  • Lead initiatives to optimize resource allocation and enhance analytics solutions for maximum business value.

You Will Have:

  • 5+ years of progressive analytical/technical leadership experience.

  • 5+ years of experience in business reporting, analytics, or information systems.

  • 3+ years of Microsoft SQL Server and data visualization experience (Tableau, Power BI, etc.).

  • 3+ years of project management experience leading cross-departmental initiatives.

  • Strong decision-making skills in dynamic, fast-paced environments.

Preferred Qualifications

  • Experience analyzing data for high-volume contact centers, including leveraging analytics to optimize performance, enhance  satisfaction, and drive operational efficiencies

  • Experience with Alteryx and labor/workload forecasting

  • Certifications in SQL, Tableau, Alteryx Designer, Alteryx Intelligence Suite

Key Competencies

  • Proven ability to drive innovation by reimagining processes and encouraging new ideas from all levels of the team.

  • Skilled in building cross-functional partnerships to drive alignment and collaboration across teams

  • Exceptional leadership, communication, and interpersonal skills.

  • Ability to transform complex data into clear, actionable insights.

  • Strategic thinking with a focus on delivering innovative, scalable solutions.

  • Proficiency in managing large, diverse workloads with a commitment to quality.

 Education:

  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field (Master’s preferred).

Additional Information:

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

#DXMedia

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About The Company

From classic animated features and exhilarating theme park attractions to cutting edge sports coverage, and the hottest shows on television, The Walt Disney Company has been making magic since 1923, creating unforgettable stories that connect with audiences around the world. And we’re just getting started!

The key to our success…. The Cast, Crew, Imagineers and Employees who honor Disney’s rich legacy by stretching the bounds of imagination to create the never-before-seen, bringing unparalleled entertainment experiences to people of all ages. Begin a career that delivers unparalleled creative content and experiences to audiences around the world and just imagine the stories you could be part of…

What is #LifeAtDisney like? It’s a series of magical moments with cast members and employees developing and telling our stories in the most innovative ways. Whether it’s a day spent as a Disney VoluntEAR, or celebrating the release of a new interactive experience, retail product or movie, our days are filled with the knowledge that we are creating entertainment experiences the whole family can enjoy. Follow @DisneyCareers on Facebook, Twitter and Instagram for a peek behind-the-curtain, and discover how you could connect to a world of stories with Disney!

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