Job Summary:

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 cast, crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can 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.

As a Cruise Sales and Service Manager – 3rd SHIFT , you will be responsible for managing a diverse team of Cast Members and ensuring pre-determined performance expectations are met or exceeded. Provide Cast Members with ongoing support, feedback, coaching and development. You must be able to leverage available resources and maintain significant knowledge of policies and multiple systems. The Cruise Sales and Service Manager oversees decision making, performing time-sensitive actions and communicating key information to multiple business partners daily. You will manage diverse responsibilities with the ability to shift priorities. In addition, you will complete a multitude of tasks in a rapidly, ever changing contact center environment. The Cruise Sales and Service Manager role researches and analyzes key metrics to understand trends to help maximize business efficiencies and results. This position is a 3rd shift leadership role, overnight hours are required.

You will report to Manager - Sales and Service Operations

Responsibilities:

• Monitor Cast Members' ongoing performance, identify performance gaps, determine appropriate solutions, and provide constructive feedback and coaching.
• Research and analyze key metrics to understand trends to help maximize business efficiencies and results.
• Maintain significant knowledge of all product offerings and policies and take monthly required calls.
• Provide clear, concise and consistent communication on the business' direction and act as an advocate to champion change.
• Use critical thinking skills to make strategic decisions, perform time-sensitive actions and partner with key support areas to ensure the Cast, Guest and Business are considered in all decisions made.
• Achieve results in a metric-driven environment ensuring pre-determined performance expectations are met or exceeded.
• Maintain a Cast focus to hire, lead, develop, engage, motivate and recognize a diverse team of Cast Members.
• Develop and maintain positive working relationships with team members, partners and support teams.
• Manage diverse responsibilities within all communities with the ability to shift priorities.
• Act as a Manager on Duty and complete a multitude of tasks in a rapidly, ever changing environment.
• Leverage multiple software applications to effectively research, support and manage a team.
• Protect Guest security by handling sensitive Guest information with the highest level of integrity.
• Support local projects and monitor any potential impacts to the Guest and Cast experiences.
• Adapt to leadership direction and feedback.
• Perform other duties as assigned.

Basic Qualifications:

• Provide coaching and feedback to Cast Members, including monitoring performance, analyzing gaps and identifying solutions.
• Research and analyze key metrics to maximize business efficiencies.
• Learn and retain a significant level of knowledge of Disney Cruise Line products and policies.
• Communicate key information to Cast Members at all levels of the organization, both verbally and in writing.
• Process-centric thinking, strong organizational skills, time management skills, attention to detail, and process improvement opportunities.
• Self-starter who takes independent action to hold self and Cast accountable in a metric-driven environment.
• Ability to thrive in a dynamic, ever-changing contact center environment and maintain a professional composure and demonstrate good judgement while handling many tasks and difficult situations.
• Problem solving and decision-making skills.
• Recognize and escalate situations appropriately.
• Manage, lead and build a large team of diverse Cast Members.
• Partner, influence and relationship-building skills.
• Proven leadership experience.
• Computer proficiency and ability to work in multiple software applications.
• Flexibility with work schedule, including weekends, variable shifts and holidays.

Preferred Qualifications:

• Prior Disney or call center leadership experience.
• Working knowledge of cruise industry and the Disney Cruise Line Product.
• Bilingual, Multilingual.

Required Education

High School degree or equivalent.

This role is considered hybrid, which means the employee will work a portion of their time on-site from a Company designated location and the remainder of their time remotely.