Product Manager

At Disney Experiences Technology, our team creates world-class immersive digital experiences for the Company’s premier vacation brands, including Disney Parks & Resorts worldwide and Disney Signature Experiences. 

Within Disney Signature Experiences, the Disney Cruise Line team is responsible for delivering end-to-end digital and physical Guest and Cast experiences across the fleet. This includes technology and digital initiatives supporting core platforms, the Disney Cruise Line website, the Disney Cruise Line Navigator mobile app, and operational systems serving multiple lines of business both shoreside and shipboard. 

This Product Manager role sits within the Foundational-Core, Marketing and Communications Technology segment of the Disney Cruise Line business and is responsible for driving the concept development, prioritization, and delivery of digital Guest Communication capabilities that help Guests discover information, receive support, and self-service their needs throughout the vacation planning journey. 

The Product Manager will partner closely with Product Management, Technology, Digital Experience, Contact Center Operations, Marketing, and Business teams to deliver innovative communication experiences across web and mobile platforms. Areas of focus include Guest information content, self-service support tools, communications capabilities across the end-to-end consumer journey.  This includes live chat, digital messaging, email, contact forms, AI-powered virtual assistants, and emerging technologies that improve Guest engagement and service efficiency. 

As a Product Manager, you will understand business capabilities, identify experience gaps and opportunities, and deliver product enhancements that improve Guest satisfaction, operational effectiveness, and business outcomes. You will be comfortable working in a matrixed organization, collaborating across multiple teams, and translating complex business needs into intuitive digital experiences. 

What You Will Do 

• Champion the digital Guest experience by advocating for Guest needs and delivering seamless, intuitive communication and support experiences across web and mobile platforms. 

• Support and execute product strategies for Guest-facing communication capabilities, including live chat, digital messaging, self-service experiences, contact and case submission workflows, and AI-enabled support solutions, and content. 

• Partner with business, technology, operations, and Guest Services teams to identify opportunities that improve Guest engagement, reduce friction, and increase self-service adoption. 

• Assist with evaluating emerging technologies, conversational AI solutions, virtual assistants, agent-assist capabilities, and automation opportunities through pilots, proof-of-concepts, and product experimentation. 

• Translate product strategy into clearly prioritized user stories, business requirements, acceptance criteria, process flows, and testing scenarios. 

• Manage and maintain product backlogs, supporting prioritization decisions, sprint planning, backlog refinement, and release readiness activities. 

• Collaborate with UX, content strategy, accessibility, and engineering teams to ensure experiences align with product vision, Guest expectations, and Disney quality standards. 

• Support A/B testing, user research, analytics reviews, and behavioral analysis to identify opportunities for continuous improvement. 

• Monitor product performance and operational metrics, leveraging Guest feedback, support trends, and analytics to inform roadmap recommendations. 

• Contribute to executive presentations, product reviews, and stakeholder communications to build alignment and support product initiatives. 

• Support product launches, operational readiness activities, content configuration, and ongoing maintenance to ensure successful delivery and uptime of digital experiences. 

• Utilize AI-enabled productivity tools and workflows, such as Copilot, Claude, Cursor, and similar technologies, to improve product documentation, research, analysis, and delivery efficiency. 

Required Qualifications & Skills 

• 3+ years of Product Management experience delivering digital products, customer self-service capabilities, marketing and eCommerce experiences, or consumer-facing technology solutions. 

• Bachelor's degree in a relevant field and/or equivalent professional experience. 

• Experience working on customer communication, support, service, engagement, or conversational experiences is preferred. 

• Strong ability to solve problems in ambiguous environments, navigate changing priorities, and collaborate effectively across diverse stakeholder groups. 

• Demonstrated analytical and quantitative skills, with the ability to leverage data, customer feedback, and operational metrics to support product decisions. 

• Experience writing user stories, business requirements, acceptance criteria, and managing product backlogs using tools such as Jira and Confluence. 

• Ability to define MVPs, prioritize work, and manage iterative product delivery. 

• Excellent written, verbal, presentation, and stakeholder management skills. 

• Experience partnering with UX, engineering, operations, and business teams throughout the product lifecycle. 

• Familiarity with content management systems, service integrations, APIs, and digital experience platforms. 

• Experience working with distributed, bi-coastal, and international teams. 

Preferred Qualifications 

• Experience working on digital communication platforms, live chat solutions, customer service technologies, CRM integrations, contact center tools, or messaging ecosystems. 

• Experience supporting conversational AI, chatbot, virtual assistant, agent-assist, or generative AI product initiatives. 

• Experience leveraging AI-enabled product development tools such as Microsoft Copilot, Claude, Cursor, Gemini, ChatGPT, or similar technologies. 

• Strong product sense for consumer-facing digital experiences and understanding of what drives customer engagement and satisfaction. 

• Familiarity with A/B experimentation, hypothesis-driven development, and product discovery methodologies. 

• Experience utilizing Contentsquare or similar analytics platforms, including heat maps, session replay, behavioral analysis, and customer journey insights. 

• Experience conducting competitive analysis, customer research, and usability testing. 

• Familiarity with digital marketing performance measurement, search optimization, customer engagement analytics, and AI-generated content experiences. 

• Previous experience supporting Disney digital products or large-scale consumer-facing platforms. 

• Agile, Scrum, SAFe, or Product Management certifications preferred. 

Required Education 

• Bachelor's degree and/or equivalent work experience 

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