Training & Standards Manager - Entertainment Technical

Every day at Disney Cruise Line we take pride in bringing the magic of Disney to life. We find joy in creating cherished memories and form genuine connections with our guests. We hold each other to the highest degree and always act responsibly while ensuring the safety of fellow cast, crew and guests. United by our Disney values, we work toward excellence in all we do. As a part of our team, you can work in a diverse and inclusive environment amidst a professional and supportive community. If you are ready to create unforgettable experiences and grow as a person and as a professional, apply today.

As a Training and Standards Manager, you'll play a pivotal role in ensuring Disney Cruise Line entertainment experiences are delivered with the magic and seamlessness Disney is known for. Combining your passion for operational excellence with a knack for training and development, you'll be responsible for developing and implementing training standards, processes, and programs that enable our teams to consistently and safely deliver unforgettable guest experiences. You will support an assigned business area and assigned ships/islands/site destinations as the primary point of contact for all training-related matters.

If you're passionate about creating magic through operational excellence, we encourage you to apply! At Disney Cruise Line, you'll not only contribute to unforgettable guest experiences, but also join a culture of creativity, collaboration, and professional growth.

Responsibilities: 

• Lead and complete complex projects involving the creation or editing of training programs, materials, and audit checklists :

  • Drive the scheduling, deliverables timeline and overall end results of training projects and initiatives .

  • Represent the entertainment operations team while engaging with functional partners on projects.

  • Be the subject matter expert on all training and documentation content and processes including delivery and sign off.

• Influence site and department-wide continuous improvement of training standards, systems, and processes.

  • Develop and sustain processes to ensure  required training is documented and logged, with special focus on regulatory and safety training.

  • Drive consistency between entertainment departments and sites, aligning with Disney Cruise Line and company-wide standards and best practices.

  • Take a global view of the operation to influence change and continuous improvement based on expertise, learnings, best practices and business evolution.

• Collaborate in the creation and drive the roll out and implementation of high-quality and safety standards for the Entertainment Operations team:

  • Define and regularly review performance metrics to ensure consistent quality across all offerings.

  • Conduct audits and inspections to identify areas for improvement and ensure adherence to standards.

  • Partner with leadership to implement corrective actions and drive continuous improvement.

• Design and deliver impactful training programs for Entertainment Operations team:

  • Analyze training needs and develop comprehensive programs tailored to specific roles and responsibilities.

  • Utilize engaging and interactive training methods to ensure knowledge retention and skill development.

  • Deliver training sessions where needed, to cast members both onboard and ashore at our private destinations, fostering a learning environment focused on continuous improvement.

• Foster a client relationship with assigned  line of business teams and sites

  • Serve as the primary point of contact for Service Excellence Trainers at assigned sites by maintaining regular communication, providing updates and support, answering questions, troubleshooting issues, and ensuring training delivery remains consistent, compliant, and effective across all locations.

  • Regularly engage with the assigned linesof business and sites to manage and prioritize requests.

  • Become the partner of choice by being a great thought partner, balancing business savvy, creativity and interpersonal skills.

Required Qualifications  

• Bachelor's degree or equivalent: Preferably in Hospitality Management, Business Administration, Organizational Leadership, Instructional Design, or a related field.

• Experience: Minimum of 5 years of experience in an entertainment, hospitality or tourism-related field, with a strong understanding of operational processes, standardization, and training development. Previous training or facilitating experience.

• Skills:

  • Demonstrated ability to lead complex and collaborative projects, outlining results and meeting deadlines.

  • Proven experience in developing and maintaining detailed documentation of processes.

  • Excellent communication, collaboration, and interpersonal skills to work effectively with cross-functional teams.

  • Strong training and development skills, including the ability to design and deliver engaging training programs.

  • Ability to conduct audits and inspections and ensure adherence to established standards.

  • Proficient computer skills (Word, Powerpoint, Excel, Sharepoint) and familiarity with systems such as DLearn, Articulate.

Preferred Qualifications: 

•  Previous cruise line experience working within the cruise industry or a similar environment

• Shipboard experience working in a shipboard environment, particularly in entertainment operations

• Entertainment Background:  Direct experience working in (Attractions/Port Adventures/Recreation/Youth Activities/Family & Adult Activities/Entertainment Technical) and understanding its structure and standards.