Job Details

Quality Assurance amp Business Integration Manager Disney Cruise Line

Company name

Celebration, FL

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At Disney, we're storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

We create happiness

. That's our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you'll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

The Quality Assurance and Business Integration Manager leads, integrates and partners with cross functional teams to drive development and execution of various initiatives for Disney Cruise Line & Embarkation Services. This individual leads the efforts for operational consistency within all aspects of Embarkation Services and also acts as business lead for all area projects. This role requires a balance of highly analytical, operationally minded, detail-oriented project management skills with strong influencing and facilitation skills.


Drive the Disney Cruise Line embarkation systems and technological strategy work in support of the business and operational priorities as well as ensure alignment with other Disney Cruise Line efforts.

Provide guidance to DCL Technology and Business Systems Management partners for delivering developmental work for system issues and enhancements

Plan and implement global initiatives that span multiple areas of the operation by soliciting input, making recommendations on processes, developing project plans, and communicating final outcome that supports growth for the operation.

Maintain tools (Operational Guides, Checklists, Job Aids, etc) for Operational and Training teams so that operational consistency may be achieved.

Drive continuous improvement and integration efforts to maximize effectiveness across the DCL organization and operation as well as third party operating partners.

Evaluate current business and system processes, guest satisfaction data and trends to identify areas of opportunity for continuous improvement.

Develop and maintain Quality Assurance systems to assess service delivery, monitory service levels and to provide operational leaders with tools to coach and mentor their internal and external teams.

Analyze operational and financial impact for new initiatives.

Develop and disseminate communications in partnership with Shoreside Communications and Shoreside Training regarding operational and system changes to internal and external partners.

Maintain and audit Guest collateral, motorcoach videos, and DCL website to enhance the Guest experience.

Lead Embarkation Services efforts relating to new itinerary openings and liaise with partner areas of Immigration Compliance, Air & Sea, Training and Reservations Communications, tasks including maintaining the Independent Air Times; Guest Citizenship requirements for each itinerary; Port Information and PVSA limitations.

Support the Outport Operations team by adding on duties as an Outport Operations Manager. Including delivering a seamless season launch as assigned port(s).

Travel to support and act as Manager on Duty to outport home port operations as needed.

Coordinate the Travel Schedule for the Outport Operations team and liaise with Corporate Travel team to provide accommodation needs for upcoming travel seasons.

Basic Qualifications

Proven large scale, complex project management experience with ability to manage multiple projects simultaneously

Demonstrated strong analytical and business planning skills

Ability to make good decisions based upon a mixture of analytics, experience and judgment on behalf of the organization

Demonstrated ability to implement initiatives that strive to improve Cast and Guest experiences

Demonstrated knowledge of quality control processes, analysis, and metrics

Demonstrated ability to apply Guest Satisfaction Measurement to improve processes.

Proven experience with supervisory and team building skills.

Must possess excellent written and verbal communication, organization, planning and problem solving skills with a strong attention to detail

Demonstrated strong partnering/work relationship skills.

Independent, motivated, and flexible: with a talent for planning and development of evolving area.

Ability to handle multiple tasks and meet deadlines under pressure.

Demonstrated strong facilitation and presentation skills.

Demonstrated knowledge of Microsoft Word, Excel, Access and PowerPoint applications

Ability to work flexible hours, including nights, weekends and holidays

Must have passport as this position requires extensive international travel

Preferred Qualifications

Proven experience in management

Disney Cruise line product knowledge

Proficient in multiple languages

Travel industry experience

Required Education

Bachelor's degree or equivalent in job experience

Additional Information

©Disney is an equal opportunity employer. Drawing Creativity from Diversity.


Company info

Website :

Company Profile
The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with five business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media.

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