Travel Operations Analytics Manager - #196353

Disney Parks,Parks, Experiences and Products

Date: 06/08/2022 05:00 AM

City: Niles, Illinois

Contract type: Full Time

Work schedule: Full Day

Consumer Insight, Measurement & Analytics (CIMA) is a part of Disney Parks, Experiences and Consumer Products and is a center of excellence leading strategy development and decision making through actionable data analytics, integration, and insights. Within CIMA, the Digital and Travel Operations Analytics (DTOA) team is focused on leveraging best practices in analytics to capture, analyze, and optimize our owned channels (digital/contact center) to drive Guest satisfaction and business outcomes

The Travel Operations Analytics Manager must be strategic, dynamic, detailed-oriented, and impactful. He/she must transition between planning, delegating, and reviewing responsibilities as a project/product manager and personally executing accountabilities as an individual contributor. The Travel Operations Analytics Manager must be comfortable communicating to all levels of management and advocate a data-driven culture. The role leads multiple Cast and contractors. In order to succeed in the role, the Travel Operations Manager must possess pronounced communication abilities, great attention to detail, a significant proactive approach, passion and curiosity to understand the “why” behind performance, and the ability to create and support a story based on quantitative findings. This roles’ responsibilities are performed under strict time constraints so a high level of organizational skills and adherence to prioritization and process is critical for success

Responsibilities :

  • Mentor direct reports and guide them through career development
  • Define project objectives, scope, plan, requirements and timelines
  • Assign individual responsibilities amongst the project teams
  • Manage day-to-day operational aspects of a project
  • Prioritize team tasks effectively and reliably hit hard deadlines critical to the business operation
  • Own relationship with off-shore resources, hold those teams accountable, and enable successful cross‑functional work groups
  • Communicate with executive leadership with timeliness and conciseness about complex business cases
  • Partner effectively in client style relationships
  • Collaborate, share knowledge and best practices to enable holistic storytelling
  • Demonstrate attention to detail in quality assurance of data delivery
  • Maintain documentation on processes and onboarding for the team
  • Manage automation efforts with partner groups adhering to their process for task completion
  • Leverage multiple reporting systems and databases to generate actionable insights
  • Interpret and measure the impact of business actions, including process and product enhancements
  • Provide quantitative analysis and recommendations on day-to-day business questions
  • Support partners through regular reporting as well as ad-hoc analysis
  • Build and maintain recurring reports using various systems (Tableau, Teradata, Hadoop, Excel, etc.)
  • Understand the product and reservation sales channel in depth and act as SME
  • Leverage curiosity for innovation within the contact center field and bring opportunities to leadership

Basic Qualifications :

  • 5+ years of analytical experience
  • 1+ years working with call center data
  • Independent time management and prioritization skills
  • Experience managing individuals
  • Possess a can-do attitude with a passion for getting things done
  • Ability to excel as a team player in a fast-paced, complex, and ambiguous business environment
  • Ability to quickly adapt and learn new programs and skills
  • Ability to provide clear communication (verbal, written, and visual)
  • Ability to maintain and grow relationships with partners/clients/team
  • Proactive curiosity to understand the “Why” behind performance, decisions, etc.
  • Strong attention to detail
  • Demonstrated passion for data exploration and analysis
  • Demonstrated ability to apply statistical rigor to analyses (significance testing, regressions)
  • Demonstrated proficiency visually telling a story via Tableau or other data visualization tools
  • Embodies integrity with responsibility
  • Proficiency with reporting and analytical tools such as SQL, R, and/or Python
  • Proficiency in Microsoft Office tools (Excel, PowerPoint, Word, etc.)


Preferred Qualifications:

  • 8+ years of analytical experience
  • 3+ years working with contact center data
  • 2+ years in a leadership position
  • 1+ years in the hospitality field
  • Experience working with off-shore resources
  • Experience working with external client teams

Required Education :

  • Bachelor’s degree in Industrial Engineering, Statistics, Mathematics, Economics, Finance, or other analytical/quantitative field

Preferred Education :

  • MBA or Graduate degree in an analytical/quantitative field or equivalent

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