Business Systems Support Manager Shoreside - Disney Cruise Line Technology Leadership Role

Transforming Disney Cruise Line's Technology Landscape

Join Workwarp and Disney Cruise Line as a Business Systems Support Manager Shoreside, where you will lead a team of Subject Matter Experts (SMEs) in delivering exceptional project and operational support for various shoreside systems and interfaces. As a key technology leader, you will drive seamless integration, operational efficiency, and innovation, shaping the future of Disney's cruise and expedition experiences.

About the Role

As a Business Systems Support Manager Shoreside, you will be at the forefront of Disney Cruise Line's technology initiatives, overseeing the integration of Global Distribution Systems (GDS) with Disney Cruise Line's Seaware via the OpenTravel Alliance (OTA) API. You will lead a high-performing team of SMEs, guiding them in determining requirements, planning, validating, prioritizing, and testing solutions and applications for Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions.

Key Responsibilities

• Lead and develop your team to achieve exceptional results, fostering a culture of collaboration, commitment, and empowerment.
• Manage project initiatives and ongoing support for existing GDS/OTA integrations, ensuring seamless system integration and providing technical expertise.
• Oversee and update configurations across GDS/OTA channels, maintaining technical support and ensuring system requirements are met.
• Develop, deliver, and maintain training programs for GDS sustainment efforts, promoting collaboration between internal and external partners.
• Engage with business leadership to identify successes, unarticulated needs, and new opportunities using technology, driving innovation and growth.
• Collaborate with operating teams, technology support groups, developers, and external vendors to ensure quality system products are delivered on schedule and within budget.
• Administer and lead security responsibilities under the scope of Shoreside and Shipboard system administration, aligning with Sarbanes-Oxley and PCI mandates.
• Support and prioritize requests related to a global system support operation for business users, ensuring timely and effective solutions.

Essential Qualifications

To succeed in this role, you will need:

• 5+ years of experience in planning, organizing, and leading projects and providing operational support, preferably in the travel or cruise industry.
• Extensive expertise in business and technical aspects of Contact Center operations and travel industry systems, with a strong understanding of GDS and OTA integrations.
• Demonstrated ability to lead technical and operational teams, with strong leadership skills and a commitment to mentoring colleagues.
• High proficiency in reporting tools such as Business Objects, MicroStrategy, and Tableau, with experience in creating Standard Operating Guides, manuals, policies, and procedures.
• Strong analytical, problem-solving, and decision-making skills, with the ability to balance organizational workload and project management.

Preferred Qualifications

To further enhance your application, you will ideally have:

• Prior leadership experience with The Walt Disney Company, with a deep understanding of Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions products.
• Extensive knowledge of GDS and OTA integrations, with experience in cruise or travel-related applications such as Seaware, Fidelio, OARS, Peak15, QuickBase, and Silverwhere.
• A valid passport, with the ability to travel as needed.
• Proven project management skills, including schedule and budget management, with strong written and verbal communication skills.

Career Growth and Learning Benefits

As a Business Systems Support Manager Shoreside, you will have opportunities to grow your career and develop new skills, including:

• Leadership development and mentoring.
• Technical training and certifications.
• Collaboration with cross-functional teams and external partners.
• Innovation and experimentation with new technologies and processes.

Work Environment and Company Culture

Workwarp and Disney Cruise Line value a culture of collaboration, innovation, and excellence. As a remote team member, you will be part of a dynamic and distributed team, with opportunities to work with talented professionals from diverse backgrounds. You will enjoy a flexible work environment, with a focus on work-life balance and employee well-being.

Compensation, Perks, and Benefits

We offer a competitive salary, comprehensive benefits package, and exciting perks, including:

• Health and savings benefits.
• Educational opportunities and professional development.
• Special extras that only Disney can provide, such as access to Disney theme parks and resorts.

Join Our Team!

If you are a motivated and experienced technology leader, with a passion for innovation and excellence, we encourage you to apply for this exciting opportunity. As a Business Systems Support Manager Shoreside, you will play a critical role in shaping the future of Disney Cruise Line's technology landscape, driving business growth, and delivering exceptional customer experiences. Apply today and join our team of talented professionals!