Character Operations Manager

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!

The Character Operations Manager will provide strategic leadership and serve as the primary shoreside liaison for all matters related to Character Operations within Disney Cruise Line. This role is responsible for setting and implementing the vision for character-related programming and initiatives, as well as ensuring alignment with the Disney Live Entertainment Brand Guidelines and Corporate Brand Standards for Live Characters. This position also manages cross-functional projects, oversees talent development, and implements innovative strategies to elevate the character experience onboard and on both island destinations.

What You Will Do

• Develop and execute strategic plans for Character Operations, ensuring alignment with Disney Cruise Line Entertainment goals and standards.

• Lead shipboard leaders responsible for character teams through a dotted-line reporting structure, providing mentorship, coaching, and oversight to ensure operational excellence.

• Oversee the integration of new character-related content for new builds and fleet updates, including leading room utilizations, performer schedules, and build grids.

• Lead talent assessment, succession planning, and strategic placement of character performers and leaders.

• Partner with HR on recruitment, hiring, and retention efforts for character-related roles.

• Ensure character programming and live character standards adhere to Corporate Brand Guidelines while driving operational consistency across ships and islands.

• Act as the key liaison between shoreside-based creative teams, shipboard leaders, and operational partners, ensuring seamless execution of character programs and events.

• Partner with Synergy and Outreach teams to create character-driven experiences that enhance the guest experience while maintaining brand integrity.

• Demonstrate exceptional decision-making and problem-solving skills, often under high-pressure conditions in a fast-paced environment, while maintaining a positive and professional attitude.

• Foster a culture of excellence by modeling Disney Leader Basics and supporting the delivery of Five Keys Basics, with a strong focus on safety, courtesy, show, efficiency, and inclusion.

• Ensure compliance with Disney T&E policy, providing training and coaching to leaders traveling on behalf of the company.

Required Qualifications & Skills

• Minimum of 5+ years of experience in a Disney Entertainment leadership or senior leadership role, spanning multiple genres and including Character-related areas.

• Minimum of 1+ years of experience in Entertainment at a Disney Parks and Resorts operation.

• Minimum of 1+ years of experience in Entertainment onboard a cruise ship operation.

• In-depth understanding of Disney Live Entertainment and Disney Character Events as well as Entertainment Operations with the Walt Disney Company.

• Proven experience leading and managing salaried leaders, including coaching, mentoring, and driving business results.

• Concrete knowledge of Corporate Brand Guidelines for Live Characters and Live Character standards.

• Experience managing character programming during high-profile media events.

• Expertise in Disney T&E policies with experience training and coaching leaders who travel on behalf of the company.

• Proven leadership in building strong partnerships that foster inclusive collaboration across teams and departments.

• Proven ability to organize, provide direction, and quickly adapt to changing situations.

• Demonstrated problem-solving and decision-making skills, particularly under high-pressure conditions.

• Demonstrated ability to manage change, handle multiple priorities, and maintain confidentiality in a fast-paced environment.

• Strong written and verbal communication skills, with the ability to interface professionally and effectively with all levels of management.

• Demonstrated self-starter with minimal need for direction or follow-up.

• Strong networking and partnering skills across multiple teams and levels of the organization.

• General proficiency in Microsoft Office Suite (Outlook, Word, Excel).

• Proven coaching and leadership skills with a track record of developing and mentoring leaders.

• Demonstrated ability to delegate effectively while driving results in a matrixed environment.

• Experience leading in a dynamic, high-pressure environment with competing priorities.

Education

• Bachelor’s Degree or equivalent in a related field

Additional Information

• Flexibility to work non-traditional hours, including weekends and holidays.

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