上海招聘

This position supports Shanghai Disneyland Resort (SHDR) Merchandise with daily operation of the Store, manage the execution of the store business plan that drives KPI results and maximizes business opportunities, lead and inspire a guest service culture etc. Also acts as the liaison between SHDR Merchandise and the various internal departments throughout The Walt Disney World Company.

Core Role Description/Evaluation Template
Operations Mgr–Merchandise - Level I - Labor Grade: 34, Bonus Eligible

JOB SPECIFIC SCOPE
Primary Duties:
Oversee several regional retail operating areas or functions within Shanghai Disneyland Resort.
Monitor financial controls, strategies and implement tactics to increase overall throughput and revenues.
Serve as a subject matter expert tracking and understanding emerging merchandise services, practices, standards and trends.
May oversee specialty locations including show kitchens, galleries, boutique and sewing locations. Ensure operational compliance to Loss Prevention standards with adherence to other WDP&R guidelines and safety standards.

Four Keys Basics:
Foster an environment inspiring the delivery of the Four Keys Basics and models the Disney Leader Basics.
Serve as a leader and teacher of excellence in safety, courtesy, show and efficiency to Cast Members.
Role models and holds teams accountable for ensuring an environment where Guest and Cast Safety is the first filter in operational decision making.
Communicate a compelling vision that inspires exceptional “World-Class” Guest Service and translate the vision into operational processes.
Ensure delivery of exceptional guest experiences, products and services by walking the operating area, interacting with Guests and Cast Members and demonstrating the Disney Leader Basics.

Operational:
Develop a strategic operating plan that focuses on continuous process improvements and alignment across WDP&R where applicable.
Observe industry trends and Guest needs and consistently evaluate operational processes.
Serve as a change agent, take calculated risks to integrate processes, remove barriers and align performance goals.
Interpret and utilize performance metrics and operational indicators to motivate and enhance the overall performance of the team.
Conducts Cast Member forums and takes action on items discussed.
May respond to guest concerns when elevated from frontline leadership.
Lead the execution of processes and procedures to exceed Guest expectations and to deliver consistent, high-quality Guest Service. Respond to Guest comments and concerns.
Deliver operational Cast, Guest, and Business performance results through consistent performance coaching and development. Partner with teams to support project execution and integration; identify and verify the scope of work, operational impact, show readiness, contingency planning, budget management, and schedules.
Partner with Operations Integration/Line of business to determine organizational impact to changes in processes and standards.
Embrace diversity and multiculturalism as a business driver.
Respect and value diverse viewpoints, culture, styles and experience of people.

Recognition & Development:
Develop and transfer knowledge and skills to salaried leaders and multifunctional hourly Cast.
Conduct career conversations with salaried leaders in support of talent management practices.
Offer reward and recognition opportunities for Cast Members.
Participate in recognition activities.
Support and inspire the operating area’s participation in companywide initiatives such as Environ mentality, Diversity & Inclusion, Recognition, VoluntEARS, etc.

Complexity of Work:
Lead a multifunctional business, balance multiple competing priorities, and demonstrate integration within and across lines of business through behaviors demonstrated. Support and lead a diversified team of leaders with multigenerational and multilingual hourly Cast teams. Leaders are available to be contacted after working hours for any operational issues. The degree of complexity is further impacted by unknown human factors including the behaviors and interactions of both Cast Members and Guests in a high volume and interconnected operating environment.

Budget/Revenue:
Provide input for development of the annual operating plan (labor, headcount, other expense, etc), 5-year plan, and capital planning. Hold team accountable for the financial performance of the multiple units covering large geographical areas, by holding leaders accountable for expenditures, revenues and internal control processes.

Organization Size:
Leads 3-8 hourly direct reports: 2-6 salaried direct reports; indirectly 80-800 hourly cast members.

Business Acumen:
Monitor financial controls, strategies and implement tactics to increase overall throughput and revenues.
Influence organizational strategies by contributing information, analysis and recommendations based on actual operating dynamics in a multi-unit, regional environment.
Oversee and direct all financial and operating logistics including budgets, timelines, facility improvements, show quality, labor management and training.
Understands and protects the brand in delivery of product and services. Communicate multi-faceted business model to team; enable the transition from strategy to execution.

LEADERSHIP AUTHORITY
Nature of Leadership:
Ensures operational excellence of day to day operations in a multi-unit, multi-faceted region, additionally, leads and executes local projects. Acts as the point of contact for the General Manager represent the profit center with Guest, peer leaders, senior leaders and operational integration.
Influence partners and those in other lines of business when consulting on day to day operational decisions ensuring organizational alignment. Responsible for coaching, disciplining and terminating salaried leaders. Acts as a liaison to Labor Relations ensuring compliance to bargaining agreements and consistency in matters of discipline or termination. Leverage HRDI partnerships administering or providing direction regarding coaching, discipline and termination of salaried Cast members.
Conduct mid-year and year-end performance reviews with salaried and non-union hourly direct reports.

Scale of Leadership:
Lead, develop and set direction for the Operations team consisting of multiple levels of salaried leaders and hourly union and non-union CastCast Members. Lead management team to deliver fiscal responsibilities. Ensure team applies long term strategies in their daily tactics.

Informal Leadership:
Influence peers in cross-functional meetings to ensure alignment in day to day delivery of the Guest experience.
Provide direction and inspiration to mentors and mentees of upcoming entry-level leaders.

DISCRETION/LATITUDE
Decision Making Independence:
Empowered to translate operational strategies into tactics in line with overall area vision/expectations.
Decisions made directly affect the Guest and Cast experience.
Acts as the point of contact for the Merchandise DirectorGeneral Manager, representing the profit center with guest, peers, senior leaders, and operations integration leaders.

Supervisory Oversight:
Requires minimal to no direct supervision.
Engages General ManagerMerchandise Director primarily when decisions may impact future strategic direction.

COMMUNICATION/INFLUENCE
Nature of Interactions:
Interface with Front line Leadership, Cast members, Area Leaders and executives at all levels as a point-of-contact for area of responsibilities.
Responsible for effective communication to promote positive relationships with direct reports, peers, vendors, and executives to achieve a successful day-to-day operation.
Maintain positive business relationships with different unions.
Collaborate with cross-functional teams, peers and executives to lead project planning, budgets, execution, and integration. Verify the scope of work, operational impact, readiness, contingency planning, budget management and schedules.
Represent operating area point of view in work which crosses multiple lines of business such as capital planning, MG/OI and other applicable work streams.

Influence and Effectiveness:
Influence organizational strategies by contributing information, analysis and recommendations guiding strategic thinking and direction through effective relationships and networking.
Influence peers and partners within and across lines of business when consulting on day-to-day operational decisions.

TECHNICAL SKILLS
Education:
High school degree or equivalent (Bachelor degree or above?)

Certifications and Licenses:
Will attain any necessary certifications / licensures during on the job training.

Specialized Skills:
None required.

Experience:
? Previous revenue responsibility of $5M annually
? Minimum of five years of Retail management experience and 3 years leading a team of salaried leaders
Has operational experience gained in a Guest-facing operating area, either in the same line of business or in another equivalent role?


Comprehension of Concepts:
Understand fundamental concepts of running an operation with a focus on safety, courtesy, show and efficiency. Model and teach core expectations: align and manage strategy, be Guest and consumer-centric, embrace the creative process, capture move and utilize information, motivate and integrate a large organization, collaborate across boundaries, create organizational effectiveness, leverage and be influenced by functional organizations, identify develop and lead talent.

Computer Skills:
Utilize Microsoft Office products. Operate systems in a Windows-based environment.

Required Qualification
？ Minimum of 5 years of leadership experience
？ Strong leadership presence with the ability to influence all levels of the profit center and operations
？ Proven operational Guest service experience and Guest service skills
？ Demonstrated ability to work with, develop and lead a diverse team
？ Demonstrated ability to deal effectively with conflict, strong problem solving and decision making as well as continuous improvement process skills
？ Demonstrated strong verbal and written communication skills, and strong presentation skills
？ Demonstrated follow through skills and business planning skills
？ Proven strong interpersonal, partnering, coaching and mentoring and networking skills
？ Demonstrated strong organizational, multi-tasking and time management skills with attention to detail
？ Demonstrated ability to provide strategic and tactical leadership skills, taking a concept and driving to implementation, with a focus on people, process and metrics
？ Understanding and proficiency in business analytics (budgets, financial analysis, data analysis)
？ Self-directed, with an ability to develop a plan based operational goals, drivers and metrics.
？ Ability to handle multiple demands and competing priorities
？ Adaptable to new technology and change

Desired Qualifications
？ ? Bachelor's degree or equivalent experience
？ Minimum 3 years Disney management experience (Preferred?)
？ ? Demonstrated related leadership experience
？ ? Proven ability to lead in a unionized environment
？ Demonstrated multilingual skills and multi-cultural experience
？ Deep understanding and experience across multiple lines of business

作为全球家庭娱乐业的领军企业之一，上海迪士尼度假区为我们的游客带来独具一格的服务和珍藏一生的记忆。加入我们，在这个充满奇幻、想像、创意和探险的全新世界里，为每年数以百万的度假区游客创造欢乐。无论您的迪士尼旅程走向台前还是幕后，您都拥有无限机遇。
As one of the worldwide leaders in family entertainment, Shanghai Disney Resort delivers legendary service and a lifetime of memories for our guests. Joining us in a new world of fantasy, imagination, creativity and adventure involves creating happiness for the millions of guests who visit our Resort each year. Whether your career journey here is onstage or backstage, there are almost unlimited opportunities for growth and personal development at Shanghai Disney.
我们采取积极负责的方法与行动创造环境，以让我们能够尽可能地发挥我们的所长——那就是每一年为数百万来自全国和世界各地的游客打造神奇的游玩体验。作为对健康和安全承诺的一部分，我们要求所有新员工在入职前完成新冠疫苗的接种。
We are taking a responsible approach to creating environments that allow us to do what we do best – welcome and entertain millions of guests each year from across the country and around the world. As part of our commitment to health and safety, we require all newly-hired employees to be fully vaccinated against COVID-19 prior to their onboarding dates.