Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

Provide the vision, direction & leadership for the growth of the consumer sales channel. Partner with the other Sales Leaders and Operations Leaders to build the vision for how the consumer sales discipline will evolve over time to best meet the needs of the broader business. Responsible for achieving operating profit goals for the Guest Contact Center (call center), Universal Parks and Resorts Vacations (wholesale business), Travel Industry Sales, and Destination Universal (local guest service sales operation).

MAJOR RESPONSIBILITIES:

• Establish the long-term vision for how the customer-facing sales function should evolve over time at Universal Orlando. Lead the development of long-term growth strategies for the three consumer sales channels; the Guest Contact Center, Universal Parks and Resorts Vacations, Travel Industry Sales, and Destination Universal.
• Oversee development and execution of the annual plan and integration with other areas of Universal Orlando to deliver operating profit goals and the corporate business agenda.
• Establish and foster relationships with internal partners and external resources; suppliers, distributors, industry organizations, service providers, and other external parties using effective negotiation, communication and relationship building skills to explore business opportunities & improve financial performance.
• Identify and influence the evolution of systems and technology that improve the process and provide for efficiencies in product development, the customer experience and operational delivery
• Serve as role model, mentor and coach to direct reports and team members throughout the organization.
• Working with internal partners, lead the development and application of brand positioning and a communications platform for Universal Parks and Resorts across direct sales channel disciplines including marketing & advertising, public relations, sales execution, pricing, and supplier & distributor relations.
• Maintain a consistent and comprehensive tracking and measurement plan to evaluate business performance and customer experience performance at all touchpoints.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training, and team member involvement activities.
• Perform other duties as assigned.

EDUCATION:

• 4-year College degree required, with preferred business emphasis.

EXPERIENCE:

• 12+ years of experience in a related business management role including sales and travel operations, Wholesale and Travel Industry sales, call center management, product development and pricing, sales and marketing; or equivalent combination of education and experience.

ADDITIONAL INFORMATION:

• Administration and Management – Proven knowledge of business and management principles involved in strategic planning, program development, resource allocation, financial planning and analysis, and talent acquisition and development.
• Customer Service – Proven knowledge of principles and processes for providing customer service. This includes customer needs assessment, meeting quality standards for services and evaluation of customer satisfaction.
• Marketing – Knowledge of principles and methods for showing or promoting products and services. This includes marketing strategy and tactics
• Sales – Knowledge of principles and methods for selling products and services including sales techniques and sales control systems
• Management of Financial Resources – Determining how money will be spent to get work done and accounting for these expenditures
• Management of Personnel Resources – Motivating, developing, and directing people as they work.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
• Consistent attendance is a job requirement.

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

Universal Orlando Resort. Here you can.

Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM & © 2025 Universal Studios. All rights reserved. EOE