Associate Manager, Disney Reservation Center 助理经理，迪士尼预定中心

Job ID 3434637 Location Shanghai, Mainland China Business Shanghai Disney Resort Date posted May 20, 2026

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BENEFITS AND PERKS

Shanghai Disney Resort offers extensive benefits and perks to our cast members.

SERVICE BONUS & ANNUAL VARIABLE BONUS
Social Security, Housing Fund and Commercial Insurance
Affordable Health Insurance options, such as medical, dental, and vision coverage, may be available for full time employees.
Annual leave and full-paid sick leave
Vacation and sick leave are available for full time positions. Vacation and personal holidays are accrued based on length of service, position, and hours worked.
Free Park Entry
Complimentary theme park admission for full-time and part-time positions after two weeks of employment
Disney Discounts
Discounts are available at select hotels, dining, merchandise and recreation locations.
Health Check-Up
We offer on-site fitness classes in addition to a variety of health and wellness programs and seminars.

smiling female employee in business attire, standing in front of a Disney park attraction

"Here, we create magic every day! Being able to work with the team on new projects and witnessing Guests jumping for joy and regaining their childlike innocence is what gets me the most!"

Laura, Integrated Facility Planning Manager, Facility and Operations Services

Job Summary:

岗位职责

1.迪士尼预定中心（DRC）日常运营指标和质量管理

负责DRC外包团队运营质量管理(QC)，搭建常态化巡检，质控机制
建立高效的培训及考核流程(T&A)，确保服务质量达标
管理客服外包团队，确保团队完成各项服务与销售指标(KPI)
完善用户原声收集（Voc）、反馈和处理的服务流程，确保用户声音被及时响应
建立突发事件应对体系，快速研判及处理各类特殊事件，规避运营风险

2.产品及销售管理

熟悉并掌握运营、产品、销售、等相关业务信息，确保运营与业务目标一致
管理客服外包团队的销售运营，确保整体销售业绩达标
运用数据复盘拆解业绩短板、梳理业务痛点，持续提升运营效率与销售转化

3.跨部门高效协作

与运营、商业、收益管理与分析、财务、公共事务、技术与数字等部门紧密协作，推动业务协同
能够快速协调资源，解决跨部门问题，提升整体执行力

任职要求

拥有本科及以上学历
具有客服、预订中心运营管理和销售经验，熟悉外包团队管理，文旅、乐园、OTA行业从业者优先
精通全渠道客服业务，擅长服务质控、业绩管理与流程优化
数据敏感度高，可独立落地运营优化与业绩提升方案
沟通协调、问题解决能力强，可在复杂场景下高效推动工作落地
具备全局业务思维与销售导向意识，能主动输出提质增效、服务升级销售业绩提升方案并落地执行

Job Responsibilities

1.DRC Daily Operational KPIs and Quality Management

Responsible for operation quality control (QC) of DRC vendor, and build regular inspection and quality control mechanisms.
Establish efficient training and assessment (T&A) procedures to ensure service quality meets standards.
Manage vendor operation team to ensure the team achieves all service and sales KPIs.
Improve the service process of consumer voice collection (VOC), feedback and handling to ensure timely response to consumer voices.
Set up an emergency response system to quickly judge and handle various special incidents and avoid operational risks.

2.Product and Sales Management

Be familiar with and master relevant business information including operation, product and sales to align daily operation with business goals.
Manage sales operation of vendor to ensure the completion of overall sales performance targets.
Analyze performance weaknesses and sort out business pain points through data review, so as to continuously improve operational efficiency and sales conversion rate.

3.Efficient Cross-functional Collaboration

Closely collaborate with Operation, Commercial, RMA, Finance, PA, T&D and other LOBs to promote business coordination.
Capable of coordinating resources rapidly to solve cross-LOB problems and improve overall execution efficiency.

Job Requirements

Bachelor degree or above.
Have working experience in customer service, reservation center operation management and sales, familiar with vendor management; candidates with experience in cultural tourism, theme park and OTA industries are preferred.
Well-versed in omni-channel customer service business, good at service quality control, performance management and process optimization.
Highly sensitive to data, able to independently implement operational optimization and performance improvement plans.
Possess strong communication, coordination and problem-solving skills, able to efficiently promote work implementation under complex scenarios.
Have overall business thinking and sales-oriented awareness, be able to actively propose and implement plans for quality improvement, efficiency promotion, service upgrading and sales performance growth.

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About Shanghai Disney Resort:

Shanghai Disney Resort, the first Disney resort in Mainland China, is a place where friends and families can escape together to a whole new world of fantasy, imagination, creativity and adventure. The resort is home to the Shanghai Disneyland theme park; two themed hotels; Disneytown, a large shopping, dining and entertainment district; a Broadway-style theatre; Wishing Star Park and other outdoor recreation areas. Shanghai Disney Resort Cast Members provide world-class service to guests, and the resort brings classic Disney stories and characters to life with authentic cultural touches and themes tailored specifically for the people of China. Shanghai Disney Resort offers something for everyone – thrilling adventures, lush gardens where guests can relax together and enriching interactive experiences.

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 that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. 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.

Specific benefits vary between different roles and may be adjusted according to company policy. Shanghai Disney Resort does not charge a fee to submit job applications and has not authorized any individual or company to charge to do so. Please always check our official channels or platforms for the most relevant recruitment information.

It is the policy of the Company to provide equal opportunity for all employees and candidates for employment without regard to race, religion, color, sex, family status, sexual orientation, national origin, age, marital status, covered veteran status, intellectual or physical disability, pregnancy, nationality/ethnicity, migrant worker status, carrier of infectious diseases status or any other category of persons to the extent provided by law. The “Equal Employment Opportunity” in this policy extends, but is not limited, to recruitment and employment, promotion, demotion, transfer, layoff, termination, rate of pay, and other forms of compensation, education, and training.