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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