Manager, Guest Services

The Walt Disney Company (Corporate) - Anaheim, CA4.2

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.
Master’s degree is preferred
Bachelor’s Degree required in business administration, hospitality, organizational leadership or similar
5-10 years’ relevant work experience Minimum 2 years’ leadership experience with direct reports Experience managing all customer service functions for a line of business including: Proactively anticipating / identifying business needs and mitigating risks Monitoring guest service levels and adjusting as needed Conducting call monitoring and recommending systemic improvements and individual agent coaching as needed Identifying and implementing tools to enable optimal guest service and handling at call centers, including product information and updates and guest interaction notations Designing and updating training materials Establishing customer service policies and guidelines to ensure a consistent Guest experience Designing and managing all ongoing customer service reporting Proven success of strong leadership, including priority setting and self-motivation to drive results across multiple concurrent priorities Leadership experience with direct reports Strong organizational, time management, and analytical skills Highly innovative with constant drive for improvement and a passion for ensuring a positive and seamless Guest experience Strong problem solving skills Demonstrated creativity, innovation and strategic thought leadership Attention to detail Issue/Conflict Resolution Management Skills Strong people management and relationship building skills to address / overcome challenges as they arise Ability to keep the big picture in mind while ensuring the details at hand are addressed Excellent written and oral communication skills – especially within large organization: Strong internal and external partner management skills Experience interfacing effectively with multiple levels of management, ranging from senior corporate executives to line managers Meeting facilitation and presentation skills Computer proficiency within a Windows environment
The Manager is responsible for overseeing the strategic and day to day guest service functions for the department. In that role, it is expected that the Manager will rely on various types of data to inform his/her decision making and represent the “voice of the Guest” to the CRM team and the organization at large. The Manager acts as Guest Services subject matter expert, providing input to the development of marketing initiatives and materials and lending experience and expertise to other Disney teams which are launching CRM programs. Specific responsibilities include: Developing and managing annual Guest Services plan and budget Using relevant data sources (both quantitative and qualitative), develop an annual guest servicing plan that meets the highest standards. Plan to include list of initiatives to address opportunities with target completion dates Develop a point of view on opportunities based on key sources which include but aren’t limited to: Customer satisfaction scores Qualitative feedback from servicing agents Team capacity reports Strategic marketing initiatives (e.g. campaigns/offers, product launches) Ensure servicing solutions are developed to address potential Guest impacts Develop and manage annual Guest Services budget and monthly forecasts Overseeing day-to-day operations Take data driven approach to monitoring call center capacity Monitor monthly customer satisfaction reports scores, assess trends, and analyze root cause when significant shifts occur Anticipate potential resource needs and propose solutions to ensure servicing standards are met Develop operating policies and procedures, including escalation protocols, to facilitate the timely and efficient resolution of Guest concerns Work with CRM team to ensure program documentation is up to date and accurate Work closely with CRM and Disney Gift Card teams to troubleshoot upcoming and existing promotions, ensure risks are mitigated upfront, and that any Guest issues can be managed in a consistent and timely manner Supporting new marketing initiatives Determine scope of servicing impact and provide input to individual project plans Identify: estimate level of servicing effort and identify resources necessary to complete project and sustain initiative over the long term Define: provide input to Marketing team and develop detailed requirements/use cases and facilitate conversations to determine appropriate servicing solutions Sustain: develop and document appropriate policies and processes to ensure appropriate servicing over the long term Leading servicing team Manage each Cast Member to measurable goals Provide training on program policies and procedures and systems Provide timely coaching to improve or correct performance Building and maintaining strong partnerships Monitor third party servicing practices to ensure adherence with program and Disney brand standards Maintain a clear understanding of and provide input to each third party’s customer service procedures, including training plans and materials Establish and maintain procedures for appropriate communications between Disney Rewards Guest Services and each third party Develop, document and oversee procedures for call escalations Monitor third party servicing practices via regular call monitoring sessions Prep for and lead third party call center site visits 588484