Experienced Full Stack Customer Support Manager – Disney Getaway Club
Job Description:
About arenaflex
At arenaflex, we're passionate about delivering exceptional customer experiences that exceed expectations. As a leading player in the entertainment industry, we're committed to creating unforgettable memories for our guests. Our Disney Getaway Club is a premier vacation ownership program that offers unparalleled access to the magic of Disney. We're seeking an experienced Full Stack Customer Support Manager to join our team and help us take our customer support to the next level.Job Summary
We're looking for a seasoned Customer Support Manager to lead our team of DVC Cast Members, providing guidance, mentorship, and direction to ensure exceptional customer experiences. As a key member of our team, you'll be responsible for overseeing the work requirements and management of the DVC Sales Association, driving business growth, and enhancing the visitor experience. If you're passionate about delivering world-class customer support and have a proven track record of success, we want to hear from you!Key Responsibilities
- Lead different aspects of the business, including multiple Business Bases on Disney Property, virtually, and on board Disney Journey Line, ensuring the foundation and assets are effectively maintained.
- Provide direction and mentorship to the Activities team, empowering them to achieve raised levels of service for both Cast and Visitors.
- Actually convey team expectations, manage team performance, and assess individual contributions to drive improvements in operational efficiency.
- Focus on enhancing the visitor experience and optimizing asset usage, with an emphasis on the sales process, customer engagement, and conversion system, ensuring that insurance materials and production components align with this objective.
- Carry out essential projects while encouraging a positive approach to change management among Cast members in a dynamic, high-paced work environment with shifting needs.
- Collaborate with leaders from Non-Task offices to provide valuable insights and direction to the Sales and Lead Teams working within the Business Activity, including DVC Partners and DVC Advisors to ensure that training and development initiatives are in sync with performance feedback.
- Oversee and organize DVC's presence on Disney Journey Line, including transportation coordination factors, visitor communication, and integration with the voyage line's operations.
- Regulate virtual event productions, ensuring consistent communication and integration of virtual sales activities, while also streamlining the use of technology for training and development purposes.
- Collaborate with task groups at Walt Disney World Resort to align sales strategies, infrastructure requirements, and visitor experience improvements.
- Ensure that the fundamental infrastructure, both physical and mechanical, is established to support sales activities across different areas.
- Collaborate with production teams to create compelling insurance materials that support sales efforts and enhance the visitor experience.
Essential Capabilities
- 2+ years of experience supporting outreach team tasks
- Understanding of the sales cycle, including customer engagement and conversion process
- Understanding of work and evaluating functionality crucial for managing operational assets
- Ability to identify, develop, and invest in talent within your team to promote commitment, collaboration, and overall job satisfaction
- Ability to lead and direct Cast performance and drive operational improvements
- Commitment to diversity and fostering an inclusive work environment
- Ability to collaborate with partners and provide solutions that align with key objectives and support dynamic processes
- Ability to focus on and manage projects and deadlines in a dynamic and constantly evolving environment
- Ability to work with presentations before groups
- High-level ability to use various computer programs, including video conferencing tools like Zoom and Microsoft Teams, as well as Microsoft Office applications like Excel, Word, and PowerPoint
- Available to travel and work on-site at Disney Journey Line
- Ability to be flexible with work schedule, including evenings, weekends, and holidays
Favored Capabilities
- 2+ years of experience as a Visitor Experience Manager
- Knowledge of Walt Disney World strategies and techniques
- Workforce Management Experience
- Experience with continuous improvement processes
- Experience in actually managing vendor relationships
- Ability to use software like Avaya/Telecom and customer relationship management (CRM) programs
- Experience with IT systems to plan virtual show meetings