Transformation Portfolio Mgr

The Walt Disney Company•Orlando, FL

1d•$110,000 - $147,500•Onsite

About The Position

As a Transformation Portfolio Manager, you will lead a portfolio of strategic, large-scale transformation initiatives focused on our contact center and its impact to the end-to-end customer experience for Guests and Cast. You will connect business strategy to practical, scalable solutions across people, processes, policies, and technology. In partnership with executive leaders and cross-functional teams, you will define opportunities, shape future-state capabilities, and translate insights into initiatives that strengthen service, enable Cast, and improve operational effectiveness. You will manage multiple priorities by establishing clear roadmaps, implementation plans, milestones, success measures, and activation strategies. As an experienced professional with broad and deep expertise, you will advance complex work with minimal supervision, influence stakeholders toward shared goals, and foster collaboration across diverse teams. You will use performance trends, contact drivers, research, and industry-leading practices to identify opportunities, build organizational readiness, and support the adoption of new ways of working. You will report to the Director, Business Transformation This is a Full-Time role.

Requirements

5+ years of experience in business transformation, strategic planning, change management, program management, or a related discipline
Demonstrated experience managing or supporting a portfolio of complex, cross-functional initiatives with multiple stakeholders and competing priorities
Proven ability to translate business strategy into actionable roadmaps, priorities, milestones, and measurable outcomes
Experience developing and monitoring KPIs, program health metrics, risks, dependencies, and business outcomes
Demonstrated ability to gather and analyze complex information and provide clear, actionable insights and recommendations
Experience partnering with senior leaders and cross-functional stakeholders to influence decisions and drive alignment
Excellent written, verbal, presentation, facilitation, and executive communication skills
Demonstrated ability to manage ambiguity, navigate changing priorities, and operate effectively with optimism
Experience identifying risks, interdependencies, resource constraints, and opportunities for optimization
Demonstrated ability to influence without direct authority and build productive relationships across multiple functions and levels

Nice To Haves

Experience supporting enterprise-wide or technology-enabled transformation initiatives
Experience with change management methodologies and organizational readiness/adoption
Experience developing stakeholder engagement plans or adoption strategies that drive readiness and support sustained change
Experience with financial planning, business case development, investment prioritization, or benefits realization
Experience within a large, complex, global, or highly matrixed organization

Responsibilities

Initiate and drive contact center transformation
Progress and maintain large-scale initiatives with minimal supervision, with a focus on strategy, project and implementation planning, and execution support
Influence and align diverse stakeholders toward common transformation goals that improve Guest service, Cast enablement, and operational outcomes
Translate experience opportunities, contact drivers, and performance trends into data-driven initiatives in conjunction with cross-functional partners
Facilitate work sessions with agility to define current-state challenges, future-state capabilities, priorities, and activation plans
Advance operational expertise and a culture of continuous adaptation
Actively research leading organizations, service models, and emerging capabilities relevant to WDW’s unique contact center and Guest support environment
Lead with analytical thinking to drive priorities, decisions, and solutions that improve service effectiveness, scalability, and Cast experience
Champion change management frameworks to build organizational readiness, resilience, and adoption of new processes, tools, and ways of working
Build support and accelerate initiatives through storytelling
Share data-driven storytelling by establishing and tracking key success measures and operational impacts for each initiative
Drive proactive collaboration with stakeholders to secure sponsorship, clarify decisions, remove barriers, and accelerate project advancement
Develop and communicate visually compelling presentations, executive updates, and recommendations that connect strategy, operations, technology, and Guest/Cast impact