Travel Operations Analytics Manager

  • The Walt Disney Company
  • Anaheim, CA, USA
  • May 26, 2019
Full-time A/B Testing Business Analytics Data Analysis Data Collection Forecasting Hive Linux SAS SQL Web Analytics

Job Description

“It takes people to make the dream a reality.” Walt was on to something when he said that, and it continues to ring true today. No matter the stage in your career, being a part of Walt Disney Parks & Resorts means being a part of a team where you help bring innovation to life through unsurpassed products, services and most importantly remarkable experiences. As a Cast Member you are the steward and connection to our legacy and the backbone of our thriving innovations. Join our team and watch your dreams come true.

Consumer Insights, Measurement, & Analytics (CIMA), part of the Walt Disney Parks and Resorts Global Marketing & Sales organization, informs strategy development and decision-making through holistic data integration, objective data analytics, and actionable recommendations. Within CIMA, the Digital & Travel Operations Analytics (DTOA) team is focused on leveraging best practices in data analytics to capture data, perform analysis and optimize our websites and call centers to drive Guest satisfaction and business outcomes.

The Travel Operations Analytics Manager must possess a passion for analytics and digital technology. He/she will play a critical role in delivering accurate, insightful analysis to drive decision-making throughout the organization. The person must be comfortable working with partner teams, conducting both planned and ad hoc analyses, preparing reports, and communicating insights to a variety of audiences.

The position reports to the Manager, Digital Analytics and has 1-3 direct reports.


  • Provide holistic analysis on performance of digital and call center activities for the Disneyland Resort
  • Direct and collaborate with other analysts to produce insights and recommendations for business partners
  • Mentor direct reports and help them to move forward in their careers
  • Manage the compilation and dissemination of regular (e.g., weekly, monthly, quarterly, etc.) reports on performance of the call center and digital channels
  • Collaborate with business, technology and analytics partners to determine needs and assist with defining data collection requirements
  • Define project objectives, scope, plan, requirements and time lines
  • Manage day-to-day operational aspects of projects
  • Develop measurable success metrics and reporting for projects
  • Work with implementation specialists to validate website tracking
  • Support business unit teams, product management groups and other teams with ad hoc reporting and in-depth analysis

Basic Qualifications:

  • 3+ years of analytics experience
  • Experience with Linux, SAS, SQL and/or Hive programming languages
  • 2+ years of experience with web analytics tools, such as Adobe Analytics or Google Analytics
  • Experience building analytics models (e.g., forecasting, predictive models, etc.)
  • Proficient in Microsoft Office suite
  • Ability to excel in a fast-paced complex business environment
  • Demonstrated ability to champion projects from inception to implementation
  • Demonstrated strong leadership and partnering skills
  • Demonstrated proactive problem-solving and decision-making skills
  • Demonstrated strategic and creative thinking ability
  • Proven team player with the ability to guide and influence cross-functional teams

Preferred Qualifications:

  • 5+ years of analytics experience
  • Travel industry and ecommerce experience
  • Proven experience in contact center analytics
  • Experience with A/B testing and website optimization
  • Proficiency in Linux, SAS, SQL and/or Hive programming languages
  • Proficiency in building analytics models (e.g., forecasting, predictive models, etc.)
  • Experience with business intelligence tools
  • Knowledge of web page construction and/or user experience design

Required Education:

  • Bachelor’s degree in a quantitative field (e.g., marketing, mathematics, statistics, economics, etc.)

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