Product Manager: Guest Communications & Self-Service

The Walt Disney Company; Celebration (FL); On-site; USD 110,000 - 140,000; Full time

Job summary

The Walt Disney Company is seeking a Product Manager for Disney Cruise Line to drive end-to-end guest communication capabilities across web and mobile platforms. You will own concept development, prioritization, and delivery of self-service and messaging features, partnering with marketing, technology, and operations teams.

You will translate business needs into prioritized user stories, manage backlogs, and help craft experiments to improve guest engagement and satisfaction.

Qualifications

• 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 tool

Responsibilities

• 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.

Skills

Product Management

Digital products

Customer self-service

Marketing & eCommerce

Data analysis

User stories

Backlog management

Cross-functional collaboration

Business requirements

Education

Bachelor's degree

Job description

The Walt Disney Company is seeking a Product Manager for Disney Cruise Line to drive end-to-end guest communication capabilities across web and mobile platforms. You will own concept development, prioritization, and delivery of self-service and messaging features, partnering with marketing, technology, and operations teams.

You will translate business needs into prioritized user stories, manage backlogs, and help craft experiments to improve guest engagement and satisfaction.