Job Overview
“We Power the Magic!” That’s our motto at Disney Experiences Technology & Digital. Our team creates world-class immersive digital experiences for the Company’s premier vacation brands including Disney’s Parks & Resorts worldwide, Disney Cruise Line, Aulani, A Disney Resort & Spa, and Disney Vacation Club.
We are responsible for the end-to-end digital and physical Guest experience for all technology and digital-led initiatives across the Attractions & Entertainment, Food & Beverage, Resorts & Transportation and Merchandise lines of business as well as other initiatives including MyDisneyExperience and Hey, Disney!
This role is a part of the Retail & Restaurant Commerce Technology organization within Disney Experiences Technology & Digital. It works closely to ensure the seamless integration and functionality of the technologies that power our business. You will be responsible for strategizing, implementing, and supporting technology solutions that enhance operational efficiency and help staff deliver exceptional customer service. Including focuses on a broad range of technology solutions, including software and specialized hardware.
The Sr. Manager, Software Engineering will report to the Director of Technology.
What You’ll Do
- Develop and implement comprehensive technology support strategy aligned with business objectives to support operations and Guest experience
- Lead the deployment and support of various technologies including POS systems, Kitchen Management Systems, mobile ordering systems, and other retail/restaurant specific applications running on enterprise managed customized hardware
- Manage competing priorities between daily operations, strategic projects, and continuous improvement activities
- Ensure compliance with data protection regulations and implement robust security measures to protect customer and business data (e.g.,PCI/SOX)
- Develop training programs and provide technical support to food & beverage and retail operations teams on technology usage, troubleshooting, and best practices
- Manage relationships with internal stakeholders, business partners, technology vendors and service providers, negotiate contracts, and ensure service level agreements are met.
- Supervise the maintenance and management of retail IT infrastructure ensuring reliability, scalability, and security.
- Ensure 24x7x365 support to maintain uninterrupted operations and promptly address any technology issues that may arise and lead the troubleshooting calls as required.
- Planning and prioritization of software and hardware upgrades, implementations, and changes to meet and or exceed our overall systems availability metrics, inclusive of incident management, root-cause analysis and problem resolution
Required Qualifications & Skills
- Deep understanding of retail and restaurant operations, industry trends, and emerging technologies impacting the retail and restaurant sector.
- Minimum 10+ years of related experience in managing technology operations preferably in a retail and restaurant environment, with at least 3 years in a senior leadership role.
- Experience leading technical sustainment teams providing 24x7x365 support of business-critical applications.
- Exceptional communication skills with the ability to collaborate and influence effectively with cross-functional teams and stakeholders at all levels.
- Excellent analytical and problem-solving abilities, with a proactive approach to identifying and addressing technology issues.
- Excel at short-term tactical decision-making which supports long-term strategy.
- Prepare and deliver compelling presentations to senior executives on technology strategies, project updates, and ROI analyses.
- Manage the technology budget, ensuring cost-effective solutions and alignment with financial goals
- Solid understanding of the software development life cycle SDLC (e.g. requirements, analysis, design, implementation, testing, and documentation) and associated execution models (e.g. Waterfall, Agile, Iterative Development, etc.).
- Able to resolve matters/issues positively, collaboratively, and respectfully.
- Experience managing virtual teams and work with resources in multiple sites (onsite, offshore, near shore)
- Experience managing and supporting POS applications with both client-server architecture and cloud-native architecture.
- Experience delivering new software and hardware applications using cutting-edge technologies
- Experience with cloud infrastructure technologies with AWS, Azure, and Google Cloud Provider .
Preferred Qualifications
- Relevant certifications such as PMP, CISSP, ITIL or similar IT service management framework
- Experience with PCI & SOX compliance
- Expertise with Cloud architecture, infrastructure design, DevOps and automation.
- Experience with Project Management
- Expertise with Device Management
- Familiarity with ITSM
- Experience with application monitoring tools like Splunk, APM
Education
- BA/BS in Computer Science, Engineering, Information Technology, or related field
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