Senior Manager Club Operations & Member Experiences (Proprietor) - Cotino®, A Storyliving by Disney™

At Cotino®, A Storyliving by Disney™ community, everyday life is designed to inspire connection, discovery, and creativity. At the heart of the community is the Artisan Club—a welcoming space where Members come to relax, recharge, and create meaningful experiences together, much like Walt Disney himself did when he spent time in this desert setting.

The Senior Manager, Club Operations & Member Experiences (Proprietor) plays a key role in bringing this vision to life. This role leads a dynamic, multi-functional operation, ensuring seamless day-to-day execution and exceptional experiences across all aspects of the Member journey, from lifestyle programming and amenities to hospitality and service interactions.

As the primary operational leader for the site, this individual develops and inspires a team of leaders and Cast Members, fostering a culture rooted in Disney values, accountability, and inclusion. They partner across teams, stakeholders, and external partners to drive alignment and deliver consistently high standards of service and performance.

This role also leads through both everyday operations and complex, high-pressure situations—making thoughtful decisions, navigating evolving priorities, and ensuring readiness to respond during critical moments when leadership and clarity matter most.

You will report to the General Manager of Cotino®, A Storyliving by Disney™ community in Rancho Mirage, CA.

This is a Full-Time role.

Responsibilities/You Will:

Create Exceptional Disney Experiences for Cast and Members

• Champion a service-driven culture that brings Disney magic to life, ensuring every interaction reflects standards of Safety, Courtesy, Inclusion, Show, & Efficiency

• Foster a positive, people-first environment that drives Cast engagement, collaboration, and pride in ownership

• Lead integrated Member experiences across Lifestyle, Food & Beverage, Wellness, Recreation, and Member Services to deliver seamless service

• Actively listen to Cast feedback and translate insights into meaningful improvements that enhance engagement and overall experience

• Protect and steward the Disney brand by ensuring decisions reflect long-term reputation and experience standards

Leadership of Leaders, Frontline Cast Excellence & Upward Influence

• Lead, coach, and develop salaried leaders and hourly Cast Members through consistent feedback, mentoring, and accountability

• Ensure Cast feedback is regularly solicited, understood, and translated into meaningful action and continuous improvement

• Operate as a leader of leaders, aligning multi-functional teams to deliver on operational goals and strategic priorities

• Serve as the single point of operational leadership for the site, driving clarity, decision-making, and alignment across teams

• Influence senior leadership and key stakeholders through strong partnership, communication, and strategic alignment

• Build and maintain strong relationships with Operating Participants, vendors, and partners, ensuring adherence to Disney standards and expectations

• Partner with Sales and cross-functional teams to support experiences and initiatives that enhance the Member journey

Culture Building Through Challenging Situations & Interactions

• Navigate complex, sensitive, and high-pressure situations with professionalism, reinforcing a positive and inclusive culture

• Act as Scene Leader during Guest or Cast incidents, ensuring effective response, communication, and coordination across internal and external partners

• Lead with empathy and composure during difficult interactions, balancing operational needs with people-first leadership

• Foster trust and engagement by modeling accountability, respect, and resilience across all levels of the organization

• Maintain operational readiness through leadership presence, preparedness, and clear communication during evolving situations

Strategic Thinking & Courageous, Open-Ended Dialogue

• Apply critical thinking and business acumen to evaluate performance, identify trends, and drive continuous improvement

• Lead with curiosity by asking thoughtful, open-ended questions that uncover insights and strengthen decision-making

• Navigate ambiguity and competing priorities with sound judgment and confident decision-making

• Engage in direct, candid conversations that address performance, reinforce accountability, and drive results

• Encourage a culture of transparency and continuous feedback through constructive dialogue

Operational & Financial Stewardship

• Oversee labor and expense budgets, ensuring responsible resource management and alignment with financial goals

• Contribute to annual operating plans, long-range planning, and capital planning efforts to support business growth

• Analyze operational performance metrics to identify opportunities that improve efficiency, Member satisfaction, and financial outcomes

• Translate business strategies into clear actions and scalable processes that drive execution and results

• Balance day-to-day operational demands with long-term strategic priorities to ensure sustained success

Basic Qualifications:

• 5+ years of leadership experience in food & beverage, operations, hospitality, retail, or other large‑scale Guest‑facing environments

• Prior Disney leadership experience, with an understanding of Disney culture, standards, and operating rhythms

• Proven experience as a leader of leaders, with the ability to develop, coach, and hold senior-level team members accountable to high-performance standards

• Demonstrated success leading complex, integrated operations, including oversight of multiple functions, stakeholders, vendors, and service partners operating under contractual agreements

• Strong operational leadership and execution rigor, with the ability to translate strategy into clear, scalable processes that drive business performance and service excellence

• Ability to operate effectively in a fast-paced, evolving environment, navigating ambiguity, competing priorities, and shifting demands with sound judgment and confident decision-making

• Demonstrated ability to build and sustain a high-performance, service-driven culture, maintaining elevated guest/member experience standards in a high-pressure environment

• Proven experience influencing and aligning senior stakeholders, with the ability to lead upward, build trusted partnerships, and serve as a strategic advisor across levels and functions

• Strong communication and presentation skills, with the ability to engage, inspire, and align diverse audiences

• High level of accountability and leadership presence, with experience driving tough decisions, managing performance, and navigating difficult conversations with professionalism and clarity

• Strong business and financial acumen, with the ability to analyze performance, identify trends, and uncover opportunities to drive revenue and operational efficiency

• Demonstrated problem-solving and decision-making capability, with the ability to anticipate impacts and address complex operational challenges effectively

• Ability to manage competing priorities and lead through change, balancing long-term strategy with day-to-day operational demands

• Flexibility to support the operation across varied schedules, including nights, weekends, and holidays

Preferred Qualifications:

• Experience in Park Operations or Resort/Commercial Operations environments

• Sommelier certification or advanced wine knowledge

• Familiarity with Clubessential or similar club management systems

• Demonstrated experience leading through change, balancing competing priorities, and handling sensitive or confidential information with discretion

• Bilingual skills

Education:

• High School Diploma or equivalent experience required

• Bachelor’s degree in Hospitality preferred

Additional Information:

Our Benefits: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

The hiring range for this position in Palm Desert, CA is $120,800 - $161,900 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.