Business Systems Support Manager Shoreside, Disney Cruise Line

About the position As a Business Systems Support Manager Shoreside for Disney Cruise Line, you will lead a team of Subject Matter Experts (SMEs) providing project and operational support for various shoreside systems and interfaces. This role involves acting as a consultant, technical liaison, and project manager for Disney Cruise Line and its associated applications, ensuring seamless integration and operational efficiency. Responsibilities ? Lead and develop your team to determine requirements, plan, validate, prioritize, and test solutions and applications for Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions. , ? Manage team performance by promoting collaboration and commitment, empowering the team to achieve goals and results. , ? Lead project initiatives and ongoing support for existing Global Distribution Systems (GDS) integrated with Disney Cruise Line's Seaware via the OpenTravel Alliance (OTA) API. , ? Oversee and update configurations across GDS/OTA channels to ensure seamless system integration and provide technical support. , ? 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. , ? Collaborate with operating teams, technology support groups, developers, and external vendors to ensure quality system products are delivered on schedule and within budget. , ? Ensure system requirements are met and maintained to prevent loss of business-critical functionality. , ? Focus on improving current technical assets while minimizing costs and improving productivity. , ? Administer and lead security responsibilities under the scope of Shoreside and Shipboard system administration to align with Sarbanes-Oxley and PCI mandates. , ? Support and prioritize requests related to a global system support operation for business users. Requirements ? 5+ years of experience in planning, organizing, and leading projects and providing operational support. , ? Extensive expertise in business and technical aspects of Contact Center operations and travel industry systems. , ? Demonstrated ability to lead technical and operational teams with strong leadership skills. , ? Highly proficient in reporting tools such as Business Objects, MicroStrategy, and Tableau. , ? Extensive experience in creating Standard Operating Guides, manuals, policies, and procedures. , ? Committed to mentoring colleagues and working collaboratively across teams. , ? Demonstrated analytical, problem-solving, and decision-making skills. , ? Skilled in balancing organizational workload and project management. Nice-to-haves ? Prior leadership experience with The Walt Disney Company. , ? Extensive knowledge of Disney Cruise Line, Adventures by Disney, and National Geographic Expeditions products. , ? Possess a valid passport. , ? Extensive expertise in Global Distribution Systems (GDS) and Online Travel Agency (OTA) integrations. , ? Proven project management skills, including schedule and budget management. , ? Strong written and verbal communication skills. , ? Proficiency in cruise or travel-related applications such as Seaware, Fidelio, OARS, Peak15, QuickBase, and Silverwhere. Benefits ? Health and savings benefits , ? Educational opportunities , ? Special extras that only Disney can provide