Member Services Manager

Job Summary:

Member Services Manager, Disney Vacation Club

"We create happiness." That's our motto at Walt Disney Parks and Resorts and it permeates everything we do. At Disney, you'll help encourage that magic by enabling our teams to push the limits of entertainment and build the never-before-seen! Are you ready to join this team and make your impact?

Disney Vacation Club, a leader in vacation ownership, debuted in 1991 with a flexible, vacation points-based approach to travel rather than the traditional fixed-week timeshare model. Today, Disney Vacation Club has more than 250,000 member families, from all 50 states and approximately 100 countries, who have discovered the magic of membership. Members may travel to Disney Vacation Club resorts and destinations across the globe through the Disney Collection or the World Collection by using their vacation points. Our dedicated cast staff our Call Centers, Member Lounges, and events while delivering unparalleled service to Members, mixed with a little bit of pixie dust!

As part of the Disney Vacation Club (DVC) Member Services leadership team, you will provide daily leadership to a team of hourly Cast Members who work remotely and on-site, motivate Cast to deliver an extraordinary level of service and ensure operational goals and service standards are met. You will oversee the daily operations of Star View Station - a Disney Vacation Club Member Lounge located at Disneyland Park and the Disney Vacation Club Member Services contact center, promote operational performance with creative and inspirational leadership, and oversee elements of in-person Membership Magic events.

This position is a hybrid role and will require regular on-site support at Star View Station, frequent on-site support of Membership Magic events throughout the Disneyland Resort, and occasional shifts working from home.

This position requires you to live within driving distance of Anaheim, CA. When working from home, a functional, private workspace with high-speed internet is required.

As a Member Services Manager, you will report to the Operations Manager.

You Will:

• Foster an environment where Guest and Cast Member safety is the priority

• Provide regular feedback from in-person interactions observed on-site, recorded calls, and performance to set service standards and goals

• Conduct regular one-on-ones and follow-up meetings, in person and virtually, to provide ongoing development and document meetings accordingly

• Implement strategies and processes to ensure a welcoming, open and inclusive environment for Cast Members and Members

• Organize discussions and regular team meetings related to operational/product updates and weekly/monthly achievement levels and goals

• Cultivate a culture of transparency and accountability through communication and feedback.

• Clearly communicate using a variety of vehicles to ensure consistent, timely and accurate operational updates and processes.

• Provide honest, constructive feedback to peers, leaders, and direct reports.

• Identify operational opportunities and provide viable solutions.

• Navigate and lead amidst constant change.

• Support Cast Members with a progression career path and encourage them to achieve their goals.

• Resolve any potential conflicts that may arise within your operational scope and clearly communicate resolutions to senior leaders.

• Recognize and develop Cast members and hold them accountable for delivering excellence in safety, courtesy, inclusion, show and efficiency.

You Will Have:

• 3+ years of previous leadership experience with Disney

• Coaching and counseling skills to develop and empower Cast to create an enhanced Guest/Member experience

• Solution-oriented/process improvement skills to resolve daily operational opportunities and create an exceptional level of service

• Written and verbal grammatical skills

• Ability to exceed established performance goals

• Emotional intelligence in regards to yourself and your team

• Knowledge to hold self and others accountable

• Can work a variable schedule to meet our needs, including nights and weekends

Preferred Qualifications:

• Fluent in Spanish or Japanese

• Knowledge of the Disney Vacation Club product

• Knowledge of Disneyland Resort Park Rules and Regulations

• Knowledge of call center operations

Required Education:

Bachelor's degree or equivalent experience

Additional Information:

Benefits and Perks: 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.

About The Walt Disney Company:

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other basis prohibited by federal, state or local law. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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The hiring range for this position in Anaheim, CA is $70,000.00 to $93,800.00 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.