Sales Support & Services Manager

About the Role & Team

Disney Vacation Club, a leader in vacation ownership, debuted in 1991 with a flexible, vacation points-based system 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 joys of membership.

As one of the Sales Support and Services Managers, you will provide leadership and coaching to teams of Disney Vacation Club (DVC) Cast Members. You will also focus on labor needs and management of the DVC Sales Organization (200+ Cast Members) and operationalizing DVC presence onboard Disney Cruise Line, at the Walt Disney World Resort, and virtual event production. Additionally, you will provide daily operations support to the Sales and Lead Generation Teams.

You will report to the Sales Operations Manager.

This is a Full-Time position based in Lake Buena Vista, Florida.

What You Will Do

• Lead various areas of the operation, including multiple Sales Centers around Disney Property, virtually, and aboard Disney Cruise Line, ensuring the infrastructure and resources are efficiently managed.

• Provide guidance and mentorship to the Operations team, enabling them to achieve elevated levels of service for both Cast and Guests while maintaining resources that support Cast efficiency, learning, and development.

• Effectively communicate team expectations, supervise team performance, and evaluate individual contributions to drive improvements in operational efficiency.

• Focus on enhancing the guest experience and optimizing resource utilization, with an emphasis on the sales process, customer engagement, and conversion strategy, ensuring that collateral materials and production elements align with this goal.

• Implement strategic programs while fostering a positive approach to change management among Cast members in a dynamic, high-paced work environment with shifting priorities.

• Collaborate with leaders from Non-Operations departments to provide valuable input and guidance to the Sales and Lead Generation team operating within the Sales Operation, including DVC Associates and DVC Guides, to ensure that training and development initiatives are in sync with performance feedback.

• Manage and coordinate DVC's presence onboard Disney Cruise Line, including transportation logistics, guest communication, and integration with the cruise line's operations.

• Oversee virtual event productions, ensuring seamless communication and integration of virtual sales operations, while also optimizing the use of technology for training and development purposes.

• Collaborate with operations teams at Walt Disney World Resort to align sales strategies, infrastructure needs, and guest experience enhancements.

• Ensure that the necessary infrastructure, both physical and technological, is in place to support sales operations across various locations.

• Collaborate with production teams to create effective collateral materials that support sales efforts and enhance the guest experience.

• Direct a transportation team of drivers and dispatchers, ensuring daily operational efficiency while maintaining compliance with safety standards, vehicle registration requirements, and scheduled maintenance.

Required Qualifications & Skills

• 3+ years of experience leading and/or supporting sales team operations.

• Understanding of the sales process, including customer engagement and conversion strategy.

• Understanding of labor and auditing functionality is crucial for managing operational resources.

• Ability to identify, nurture, and invest in talent within your team to promote engagement, collaboration, and overall job satisfaction.

• Capability to lead and supervise Cast performance and drive operational improvements.

• Commitment to diversity and encouraging an inclusive work environment.

• Ability to collaborate with partners and provide solutions that align with strategic goals and support decision-making processes.

• Proficiency in prioritizing and managing projects and deadlines in a dynamic and ever-evolving environment.

• Proficiency in facilitating presentations in front of groups.

• Advanced proficiency in using various computer programs, including video conferencing tools such as Microsoft Teams, as well as Microsoft Office applications like Excel, Word, and PowerPoint.

• Available to travel and work onboard Disney Cruise Line.

• Ability to be flexible with work schedule, including nights, weekends and holidays.

Preferred Qualifications:

• 2+ years of experience as Guest Experience Manager.

• Knowledge of Walt Disney World policies and procedures.

• Workforce Management Experience.

• Experience with continuous improvement processes.

• Experience in effectively managing vendor relationships.

• Proficiency in using software such as Smartsheet, Avaya/Telecom, and customer relationship management (CRM) programs.

• Experience with IT systems to design virtual presentation sessions.

Required Education:

• High School Diploma or equivalent

Preferred Education:

• Bachelor's degree or equivalent experience

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.

#LI-MM4#DXMedia