Experience Planning and Delivery Manager

The Walt Disney World Operations Training team is currently seeking an Experience Planning & Delivery Manager. In this role, you will manage a team supporting the Animals, Science, and Environment line of business and Operations Training priorities. This involves adapting departmental plans and priorities to support organizational objectives. A key component of this role is to integrate with operations, support, and system partners to ensure alignment in training strategy and delivery. This role requires strong leadership abilities, excellent communication skills, the capability to drive continuous improvement, and a passion for the ASE business.

In this role, you will also inspire and lead the team responsible for delivering world-class training for new and existing Leaders and Cast Members across the Walt Disney World Resort. Your team will deliver a warm and welcoming Cast Training Experience, including creating and communicating training schedules, property orientation, and on-the-job training to ensure Cast are confident and competent in performing their roles while delivering exemplary Guest Service. You will provide consultation, integrate information, leverage processes and best practices across Operations Training, and partner closely with Labor and other cross-functional teams. This position will lead a team comprised of hourly non-union and hourly union Cast Members.

What You Will Do

• Oversee the development and delivery of training solutions to ensure they meet the needs of the organization and enhance team performance

• Apply in-depth understanding of industry concepts, theories, and principles relevant to the supported line of business

• Apply learning theory, benchmark best practices & trends, and maintain knowledge of creative and cutting-edge approaches to create training solutions that drive a lasting impact

• Collaborate with ASE Executive Leadership and key stakeholders to understand operational challenges and opportunities, focusing on process optimization, workflow enhancements, ideation, problem-solving, and operational effectiveness

• Utilize strong interpersonal and negotiation skills to influence and drive consensus towards building the best-fit training recommendations that align with business strategies, drive organizational improvement, and support both routine sustainment and project training initiatives

• Guide, influence, and implement solutions that enhance service levels, address challenges effectively, and deliver on the Five Keys

• Support site-specific New Leader Orientation, Leader onboarding, and training planning with the assistance of the Operations Training Assistants

• Oversee the delivery of all hourly job-specific training (technical, regulatory, train the trainer, and updates), ensuring alignment with learning performance models and an understanding of the uniqueness of the ASE line of business and contractual requirements to ensure effective implementation and relevancy

• Lead a team of hourly non-union and union Cast Members, providing leadership, guidance, and support to foster a collaborative and productive work environment that promotes team synergy and opportunities for growth

• Build strong teams – integrating and partnering with Operations, Operations Training, and the local training delivery teams to ensure clarity and alignment on training priorities

Required Qualifications & Skills

• 3 years Salaried Leadership experience in Operations, with a proven track record of leading teams and achieving performance goals

• Experience and passion for the Animal Sciences & Environment (ASE) business

• Excellent critical thinking, interpersonal, and problem-solving abilities

• Willingness to learn and ability to proactively engage relationships to drive solutions

• Nimble, organized, and able to drive multiple projects simultaneously, while paying close attention to detail

• Excellent communication skills, with the ability to convey complex information effectively to stakeholders at all levels

• Proven track record of proficiency in guiding and influencing team members to achieve goals.

• Strong mentorship and coaching skills with a track record of developing high-performing teams

• Ability to identify, influence, and implement opportunities for improvement

• Strong partnering, consulting, problem-solving, and decision-making skills

• Strong process, organization, and time management skills, including balancing and prioritizing multiple priorities with competing timelines

• Solid technical aptitude, and knowledge in Microsoft Office to include Word, Excel, and PowerPoint

• Proven ability to handle sensitive and confidential information, requiring a high level of discretion and professionalism

• Proactively take ownership of tasks and see them through to completion

Preferred Qualifications

• 3 years Leadership within Animals, Sciences & Environment (ASE)

• Experience with the Association of Zoos & Aquariums (AZA)

• Leader of Leader Experience

• Prior Disney Experience

• Training Leadership Experience

• Large-Scale Project Management Experience

• An understanding of training systems such as D Learn, Train Me, or other learning management systems

Education

• Bachelor’s degree or equivalent

Additional Information

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

This job is located in Lake Buena Vista, FL