Omni-Channel Analytics Manager (AI/ML)

As an Omni Channel Analytics Manager, you will serve as a thought leader and technical expert, driving innovation in AI solutions across Disney’s digital and contact center ecosystems. You will independently design and deliver advanced analytical projects from ideation to completion, applying deep expertise in Artificial Intelligence, Machine Learning, and cutting-edge frameworks such as Agentic Frameworks and Model Context Protocol (MCP).

This role requires not only advanced technical capabilities but also the ability to shape strategy, influence stakeholders, and mentor fellow team members. You will be a key data storyteller and trusted advisor, ensuring that AI solutions are explainable, scalable, and aligned with Disney’s business objectives.

This position is an individual contributor role that reports to the Manager, Omni Channel Analytics and is based in Orlando, Florida.

What you will do:

• Advanced AI/ML Solutions & Innovation
  • Design, architect, and deploy advanced AI/ML solutions—including Generative AI and multi-agent systems—tailored to complex business challenges.
  • Lead the exploration and application of Agentic Frameworks and Model Context Protocol (MCP) to enhance orchestration, scalability, and interoperability of AI systems.
  • Establish best practices for prompt engineering, model fine-tuning, and evaluation frameworks for responsible AI.
  • Guide the team in adopting and experimenting with emerging AI tools and technologies.
• Strategic Analytics & Storytelling:
  • Build solutions to extract actionable insights from complex data that directly inform executive decision-making.
  • Translate complex technical outputs into clear, concise, and impactful recommendations for senior leadership.
  • Develop scalable and reproducible methodologies for insight generation and model interpretability.
• Collaboration & Innovation:
  • Mentor and coach junior team members, fostering technical excellence and innovation across the team.
  • Partner with cross-functional stakeholders (technology, operations, marketing, and guest experience) to co-create AI solutions that improve efficiency and guest satisfaction.
  • Champion thought leadership in AI/ML within the organization, staying ahead of industry advancements and disseminating knowledge across teams.

Required Qualifications & Skills:

• 6+ years of experience in analytics, machine learning, or applied data science roles.
• Demonstrated expertise in Agentic Frameworks, MCP, LLMs, and Generative AI solutions.
• Strong proficiency in Python and SQL, with hands-on experience in data engineering and ML pipelines.
• Experience with big data platforms (e.g., Snowflake, BigQuery, Cloudera) and distributed computing frameworks (e.g., Spark).
• Advanced knowledge in statistical modeling, NLP, clustering, and AI evaluation metrics.
• Exceptional communication skills with proven ability to influence senior stakeholders.
• Track record of leading complex projects in fast-paced, dynamic environments.

Nice-to-Haves:

• Graduate degree (MS or PhD) in Computer Science, Data Science, Statistics, or a related quantitative field.
• Experience deploying AI/ML systems in large-scale production environments.
• Familiarity with containerization (Docker, Kubernetes), cloud platforms (AWS, GCP), and MLOps practices.
• Experience working with digital, contact center, and marketing data.
• Strong background in explain ability, fairness, and responsible AI practices.

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