Senior Director, Digital Technical Production & Guest Data Operations

JOB SUMMARY:

The Senior Director, Digital Technical Production & Guest Data Operations is responsible for owning and operating the technical production backbone across Universal Destinations & Experiences owned and operated digital channels, including websites, online stores, mobile apps, email, SMS, chatbot, push/in app messaging, and direct mail. This role also owns Guest Data Operations, ensuring the integrity, governance, and operational readiness of guest data that powers commercial activation and measurement.
As a senior leader within the Commercial Operations & Analytics organization, this role provides critical operational enablement across the commercial and personalization lifecycle—connecting strategy to activation and ensuring scalable, reliable execution across digital platforms and data domains. The role partners closely with portfolio planning, analytics, UX/UI, marketing activation, ecommerce, and technology teams and operates with enterprise-wide scope, decision rights, and accountability.

MAJOR RESPONSIBILITIES:

• Digital Technical Production Operations (Owned & Operated Channels)
  • Own end-to-end technical production operations across all owned and operated digital channels, including websites, online stores, mobile apps, email, SMS, chatbot, push/in app messaging, and direct mail.
  • Lead cross-functional production teams responsible for campaign execution, always-on merchandising, content operations, and launch of new capabilities and ventures, including scaling MarTech platforms to achieve personalization and commercial strategies.
  • Establish and maintain production intake models, prioritization mechanisms, workflow standards, and operational SLAs that enable speed, quality, and scale.
  • Ensure consistent execution quality, platform stability, and brand integrity across all digital touchpoints.
  • Oversee production readiness, release coordination, testing support, issue escalation, and operational optimization for owned channels.
  • Continuously evolve technical production models, tooling, and ways of working in partnership with Technology and UX/UI teams.
• Executive Leadership & Commercial Operating Model Enablement
  • Serve as a senior leader within the Commercial Operations & Analytics organization, accountable for digital production, personalization execution and guest data operations as foundational elements of the commercial operating model.
  • Translate commercial strategy, portfolio priorities, and activation roadmaps into scalable operational execution.
  • Lead, mentor, and develop a high-performing leadership team (Directors, Senior Managers), establishing clear accountability, performance expectations, and succession planning.
  • Define and enforce enterprise standards for technical production execution, operational rigor, and guest data stewardship.
  • Partner closely with peer leaders including VP, Portfolio Planning & Transformation; VP, Commercial Data & Analytics; VP, Global UX/UI Design; and Sr. Director, Digital Capabilities & Innovation.
  • Represent production and guest data operations in executive planning, roadmap, and investment discussions.
• Guest Data Operations & Governance
  • Own Guest Data Operations strategy and execution, ensuring reliable, governed, and activation-ready guest data across the commercial ecosystem.
  • Translate marketing, digital experience, and commerce requirements into operational data needs in partnership with Technology and Data Engineering teams.
  • Establish and enforce data governance standards, including data ownership, access controls, privacy compliance, and stewardship models.
  • Lead data quality management practices, including validation, monitoring, and remediation across guest data pipelines.
  • Maintain a centralized data catalog and metadata framework documenting data definitions, lineage, and usage standards.
  • Serve as the primary guest data and personalization steward responsible for MarTech data platforms and tools administration and operation (e.g. Adobe, Snowflake, SFMC, Unica).
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established company policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities (KSAs) required.

• Proven executive-level leadership experience within complex, matrixed organizations.
• Deep expertise in digital technical production across web, mobile, ecommerce, and direct digital channels.
• Strong command of guest data operations, including governance, stewardship, quality management, and operational enablement.
• Demonstrated ability to operate within and help shape enterprise commercial operating models.
• Exceptional cross-functional leadership skills and ability to drive alignment across strategy, activation, design, technology, and data teams.
• Strong executive communication skills, with experience advising and influencing senior leadership.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

EDUCATION:

• Bachelor’s degree is required.
• MBA or advanced degree preferred.

EXPERIENCE:

• 10+ years of progressive leadership experience across digital production, technical operations, commercial platforms, and/or guest data operations.
• Demonstrated success leading large, cross-functional teams and enterprise-scale operational domains.
• Experience operating at the intersection of marketing, ecommerce, digital experience, and data enablement.
• Equivalent combination of education and experience may be considered.

 

 

 

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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