Senior Manager, Entertainment Operations

Wherever you are in the amazing world of Disney, you are contributing to the stories of our iconic brands, recognised by audiences everywhere for entertainment, information and inspiration. Innovation, imagination and inclusion are at the core of Disney, defining the experience that we deliver as well as providing the foundation of our success. The scope of our business, combined with global growth and collaboration result in an inclusive employee experience characterised by continuous learning, development and achievement.

About Disney Cruise Line

Since launching in 1998, Disney Cruise Line has established itself as a leader in the cruise industry, providing a setting where families can reconnect, adults can recharge and children can experience all Disney has to offer. Today, the award-winning Disney Cruise Line continues to expand its blueprint for family cruising with a fleet of six ships — the Disney Magic, Disney Wonder, Disney Dream, Disney Fantasy, Disney Wish, and Disney Treasure — and seven more ships on the way, including the expanded relationship with Oriental Land Company Ltd. to bring Disney cruise vacations to Japan, by 2031. The Disney Cruise Line fleet sails to destinations in The Bahamas, the Caribbean, Europe, Alaska, Mexico, Canada, Hawaii, the South Pacific, and Australia and New Zealand. The Disney Adventure, setting sail in 2025, will be the first to home port in Singapore.

About the Role

The Senior Manager, Entertainment Operations role will develop, execute, and sustain the operational vision of Shipwide Entertainment, Character Operations, Costuming, Youth Activities, Attractions and Recreation, and Technical Operations, leveraging the overall strategic vision of Disney Cruise Line Entertainment. Translate and integrate the vision into strategic operating plans focused on innovation and continuous process improvements. Plans should drive enhanced Guest, Crew, and Cast and financial results within Entertainment Operations, considering the current competitive environment and growing expectations of our Guests, Crew, and Cast.

Responsibilities:

• Manage the Shipwide Entertainment, Character Operations, Costuming, Youth Activities, Attractions and Recreation, and Technical Operations products 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
  - The impact on staffing/product
• Act as the key leader in the Singapore office to drive integration priorities within the shoreside Singapore and Celebration teams.
• Serve as primary point of contact for onboard Assistant Cruise Director, Manager Youth Activities, Manager Attractions and Recreation, and Manager Entertainment Technical to verify that they have the shore support they need to be effective and to create an exceptional, integrated Guest, Crew, and Cast experience.
• Serve as the main point of contact for our shipboard and shoreside partners to ensure all aspects of Entertainment Operations are executed with excellence in accordance with the Disney Brand.
• Serve as the primary change agent, taking calculated risks to integrate processes, remove barriers and align performance goals. Influence key partners and Crew/Cast to confirm the execution of the strategic plans.
• Serve as functional subject matter expert to shore and shipboard leadership.
• Manage all financial profit and operating expenses including revenue generation, cost containment and resource optimization for Entertainment 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 Entertainment Operations areas.
• Partner with HR on the selection, hiring, and retention of onboard senior leadership positions that interact with Entertainment Operations:
  - Weekly reviews of staffing rotations
  - Recruiting trips/trip support for key positions
• Partner with appropriate shipboard and shoreside leaders to follow up on Guest issue and suggestions.  Carefully review Guest Comment cards, GSM comment summaries, GSM results, and Voyage Incident Reports. Research, resolve and communicate resolution.
• Assist with maintaining ongoing shipboard communication and respond immediately to urgent ship requests relating to Entertainment events.
• Serve as a representative of the Disney brand.
• Foster a positive environment that builds community and trust by supporting the delivery of Five Keys Basics and modeling the Disney Leader Basics. Serve as a leader and teacher of excellence in safety, courtesy, show, and efficiency.
• 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.
• Ensure shipboard and shoreside teams have the necessary resources and materials to enable workstreams and delivery of shipboard/island product.
• Responsible for the management of internal and external audit findings within their departments and to meet the requirements of SMS.
• Responsible for incident management and CIRs within the DCLIMS system, inclusive of response, follow up, extension or timely closure within the requirements of SMS
• SMS - Responsible for upholding the general safety management responsibilities in the Safety Management System within the areas under their control.

Requirements:

• 5-10 years of leadership experience in cruise industry and/or entertainment operations
• Preferred minimum 5 years’ experience in cruise industry
• 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
• 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
• Demonstrated experience working and leading others in a high volume, fast-paced, global hospitality organization
• Demonstrated problem solving prowess and sound decision-making skills in complex environments

Educational Qualification:

• Bachelor’s Degree in hospitality, entertainment, tourism, business, sales, marketing or equivalent experience

The Walt Disney Company is an Equal Opportunity Employer. We strive to be a diverse workforce that is representative of our audiences, and where all can thrive and belong. We are committed to building a team that includes and respects a variety of voices, identities, backgrounds, experiences and perspectives.