Workforce Manager

  • The Walt Disney Company
  • Lake Buena Vista, FL, USA
  • Jan 17, 2019
Full-time Access Business Analytics Data Analysis Data Science Excel Project Management Python Quantitative R SAS

Job Description

The Workforce Manager will serve as project manager, portfolio manager, and lead analyst on a variety of analytical projects and strategy initiatives, including developing new and/or refining existing workload forecasts, building optimization models for long-term staffing decisions, and leading cross-functional teams on key strategic initiatives for the department.


  • Monitor labor models to avoid both over fitting and under fitting
  • Consult with Operations, Line of Business (LOB) leaders and other partners as a subject matter expert on forecasting, workload, staffing, and scheduling; influencing decisions as needed
  • Partner with Operations, LOB leaders, Workforce Management, Finance and Revenue Management to proactively identify and address opportunities to improve labor efficiency, guest service and forecast accuracy
  • Act as a liaison or primary point of contact for communicating with project and operational leadership; represents Workforce Mgmt on PMO teams
  • Develop workload and staffing recommendations and gain leader approval
  • Understand impacts of changes (strategy/requests) and escalates for integration and visibility
  • Manage multiple complex and/or high profile Workforce Management projects / workstreams of Labor projects
  • Facilitate worksessions; ensure clear requirements from business
  • Manage expectations effectively and involve the right partners at the right time
  • Break project work down into clear assignments
  • Discuss project with team members & stakeholders: Set context for objectives & success metrics, Assign tasks & analyses, Answer questions about task expectations
  • Inspect deliverables to ensure quality & completeness
  • Establish and manage workload and staffing project schedule: Check milestones, Examine schedule variances, Resolve minor variances with schedule updates, Assess options for major variances (impacting critical path), Facilitate approval decision and communication needed
  • List, track, resolve issues; register and monitor potential project risks
  • Document key decisions
  • Report on project status: Health, accomplishments, plans, issues
  • Outline and communicate change management required from Workforce Management’s point of view
  • Develop/refine Workforce Management methodologies to improve transaction forecasting, optimize workload for desired guest service targets, develop appropriate analytical models considering consistent approaches across all lines of business
  • Implement projects designed to streamline and simplify existing tools and analyses
  • Keep track of working methodologies and differences
  • Work with IT and Workforce Management partners to pilot, estimate savings/spend, and build models and tools that provide operations efficiency and optimizes our labor resources
  • Lead role in documenting protocols, procedures, guidelines
  • Creates high functioning team motivated to deliver objectives
  • Holds team accountable to following procedures & enforces quality metrics
  • Coach and lead analysts
  • Promotes collaboration and cohesive team structure
  • Ensure interns are performing and working on the right, value-added work for the teams; provide growth and networking opportunities
  • Coach interns so they can own their own projects and contribute in a meaningful way

Basic Qualifications

  • Strong analytical, quantitative, problem-solving, and project management skills
  • Proficiency with Microsoft suite (Access, Excel, PowerPoint, Word, SharePoint and Project)
  • Experience managing direct reports
  • Ability to learn new technical skills and quickly apply knowledge
  • Ability to build and maintain a good working relationships with partners, clients, and peers
  • Ability to work effectively with all levels of Cast and leaders to translate high-level business objectives into analytical solutions and achieve project objectives
  • Demonstrated creativity to solve problems in new, innovative ways
  • Demonstrated ability to manage multiple tasks and/or projects simultaneously
  • Resolve conflicts effectively
  • Experience inspiring peers, project team members, and direct reports
  • Proactive, self-motivating, autonomous, takes initiative to drive results despite uncertainty
  • Demonstrated exemplary verbal and written communication skills including effective updates and appropriate escalation
  • Ability to translate analytical results into clear, story-based presentations to share with non-technical and technical audiences
  • Positive change agent
  • Ability to handle confidential information

Preferred Qualifications

  • Previous Workforce Management or Industrial Engineering experience, especially in Forecasting or Workload
  • Expertise in SAS, R, Python
  • Knowledge of Workforce Management processes and tools

Required Education

  • Bachelor’s degree in Industrial Engineering, Operations Research, Mathematics, Simulation, or similar field

Preferred Education

  • Advanced degree in related analytical field
  • Project management certification

About Walt Disney World Resort

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

About The Walt Disney Company

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business segment we call Walt Disney World Resort.

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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