Senior Manager Club Operations & Member Experiences (Proprietor) - Cotino®, A Storyliving by Disney™

The Walt Disney Company•Palm Desert, CA

4d•$120,800 - $161,900•Onsite

About The Position

At Cotino®, A Storyliving by Disney™ community, everyday life is designed to inspire connection, discovery, and creativity. At the heart of the community is the Artisan Club—a welcoming space where Members come to relax, recharge, and create meaningful experiences together, much like Walt Disney himself did when he spent time in this desert setting. The Senior Manager, Club Operations & Member Experiences (Proprietor) plays a key role in bringing this vision to life. This role leads a dynamic, multi-functional operation, ensuring seamless day-to-day execution and exceptional experiences across all aspects of the Member journey, from lifestyle programming and amenities to hospitality and service interactions. As the primary operational leader for the site, this individual develops and inspires a team of leaders and Cast Members, fostering a culture rooted in Disney values, accountability, and inclusion. They partner across teams, stakeholders, and external partners to drive alignment and deliver consistently high standards of service and performance. This role also leads through both everyday operations and complex, high-pressure situations—making thoughtful decisions, navigating evolving priorities, and ensuring readiness to respond during critical moments when leadership and clarity matter most.

Requirements

5+ years of leadership experience in food & beverage, operations, hospitality, retail, or other large‑scale Guest‑facing environments
Prior Disney leadership experience, with an understanding of Disney culture, standards, and operating rhythms
Proven experience as a leader of leaders, with the ability to develop, coach, and hold senior-level team members accountable to high-performance standards
Demonstrated success leading complex, integrated operations, including oversight of multiple functions, stakeholders, vendors, and service partners operating under contractual agreements
Strong operational leadership and execution rigor, with the ability to translate strategy into clear, scalable processes that drive business performance and service excellence
Ability to operate effectively in a fast-paced, evolving environment, navigating ambiguity, competing priorities, and shifting demands with sound judgment and confident decision-making
Demonstrated ability to build and sustain a high-performance, service-driven culture, maintaining elevated guest/member experience standards in a high-pressure environment
Proven experience influencing and aligning senior stakeholders, with the ability to lead upward, build trusted partnerships, and serve as a strategic advisor across levels and functions
Strong communication and presentation skills, with the ability to engage, inspire, and align diverse audiences
High level of accountability and leadership presence, with experience driving tough decisions, managing performance, and navigating difficult conversations with professionalism and clarity
Strong business and financial acumen, with the ability to analyze performance, identify trends, and uncover opportunities to drive revenue and operational efficiency
Demonstrated problem-solving and decision-making capability, with the ability to anticipate impacts and address complex operational challenges effectively
Ability to manage competing priorities and lead through change, balancing long-term strategy with day-to-day operational demands
Flexibility to support the operation across varied schedules, including nights, weekends, and holidays
High School Diploma or equivalent experience required

Nice To Haves

Experience in Park Operations or Resort/Commercial Operations environments
Sommelier certification or advanced wine knowledge
Familiarity with Clubessential or similar club management systems
Demonstrated experience leading through change, balancing competing priorities, and handling sensitive or confidential information with discretion
Bilingual skills
Bachelor’s degree in Hospitality

Responsibilities

Create Exceptional Disney Experiences for Cast and Members
Champion a service-driven culture that brings Disney magic to life, ensuring every interaction reflects standards of Safety, Courtesy, Inclusion, Show, & Efficiency
Foster a positive, people-first environment that drives Cast engagement, collaboration, and pride in ownership
Lead integrated Member experiences across Lifestyle, Food & Beverage, Wellness, Recreation, and Member Services to deliver seamless service
Actively listen to Cast feedback and translate insights into meaningful improvements that enhance engagement and overall experience
Protect and steward the Disney brand by ensuring decisions reflect long-term reputation and experience standards
Leadership of Leaders, Frontline Cast Excellence & Upward Influence
Lead, coach, and develop salaried leaders and hourly Cast Members through consistent feedback, mentoring, and accountability
Ensure Cast feedback is regularly solicited, understood, and translated into meaningful action and continuous improvement
Operate as a leader of leaders, aligning multi-functional teams to deliver on operational goals and strategic priorities
Serve as the single point of operational leadership for the site, driving clarity, decision-making, and alignment across teams
Influence senior leadership and key stakeholders through strong partnership, communication, and strategic alignment
Build and maintain strong relationships with Operating Participants, vendors, and partners, ensuring adherence to Disney standards and expectations
Partner with Sales and cross-functional teams to support experiences and initiatives that enhance the Member journey
Culture Building Through Challenging Situations & Interactions
Navigate complex, sensitive, and high-pressure situations with professionalism, reinforcing a positive and inclusive culture
Act as Scene Leader during Guest or Cast incidents, ensuring effective response, communication, and coordination across internal and external partners
Lead with empathy and composure during difficult interactions, balancing operational needs with people-first leadership
Foster trust and engagement by modeling accountability, respect, and resilience across all levels of the organization
Maintain operational readiness through leadership presence, preparedness, and clear communication during evolving situations
Strategic Thinking & Courageous, Open-Ended Dialogue
Apply critical thinking and business acumen to evaluate performance, identify trends, and drive continuous improvement
Lead with curiosity by asking thoughtful, open-ended questions that uncover insights and strengthen decision-making
Navigate ambiguity and competing priorities with sound judgment and confident decision-making
Engage in direct, candid conversations that address performance, reinforce accountability, and drive results
Encourage a culture of transparency and continuous feedback through constructive dialogue
Operational & Financial Stewardship
Oversee labor and expense budgets, ensuring responsible resource management and alignment with financial goals
Contribute to annual operating plans, long-range planning, and capital planning efforts to support business growth
Analyze operational performance metrics to identify opportunities that improve efficiency, Member satisfaction, and financial outcomes
Translate business strategies into clear actions and scalable processes that drive execution and results
Balance day-to-day operational demands with long-term strategic priorities to ensure sustained success