Transformation Portfolio Mgr

About the role

As a Transformation Portfolio Manager at Walt Disney Parks and Resorts, 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.

Key Focus Areas

• 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: Align toward common transformation goals that improve Guest service, Cast enablement, and operational outcomes
• Translate experience opportunities: Convert contact drivers and performance trends into data-driven initiatives in conjunction with cross-functional partners
• Facilitate work sessions: Define current-state challenges, future-state capabilities, priorities, and activation plans with agility
• Advance operational expertise and a culture of continuous adaptation: Research leading organizations, service models, and emerging capabilities relevant to WDW’s unique contact center and Guest support environment
• Champion change management frameworks: Build organizational readiness, resilience, and adoption of new processes, tools, and ways of working
• Build support and accelerate initiatives through storytelling: Establish and track key success measures and operational impacts for each initiative
• Drive proactive collaboration: Secure sponsorship, clarify decisions, remove barriers, and accelerate project advancement
• Develop and communicate visually compelling presentations: Connect strategy, operations, technology, and Guest/Cast impact

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

Preferred Qualifications

• 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

Education

• Bachelor’s degree in business administration, Engineering, Strategy, Project Management, Finance, Organizational Development, or equivalent work experience