Joshua Umstead

Experience

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  Hershey Entertainment & Resorts

  Jul 2004 - Dec 2007

  Building Supervisor

  Managed Multiple Restaurants each with an average daily profit of $25,000Efficiently Guided Different Teams through Multiple Simultaneous Demand-Based OperationsTrained New Employees on Proper Procedures and Etiquette

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  The Walt Disney Company

  Jan 2008 - Aug 2008

  Restaurant Guest Service Manager - Prof. Intern

  Managed a diverse cast of over 100 across 2 resortsWorked with my peers to produce multiple town hall meetings with our direct reports in order to increase policy awareness and cast moraleOversaw multiple restaurant operations and partnered with other lines of business such as the front desk to ensure optimum guest satisfaction in order to maintain our excellence ratings above 95% over the course of my internshipDirectly solved guest impact issues with my recovery budget and by working again with other lines of businessHandled coachings on a daily basis with my direct reports to maintain the Disney food and beverage standardsMaintained congenial working relationships with multiple shop stewards across both sitesLeveraged those relationships on a weekly basis when providing record card coachingsParticipated in several union grievances that were successfully closed in the company’s favorProvided daily sales reporting and pulse checks to the resort GM as well as to the food and beverage area leader Show less

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  Comcast-Spectacor

  Jan 2009 - Apr 2009

  College Grassroots Marketing Analyst

  Develop and oversee grassroots marketing campaign on campusCreate marketing research studies used to execute effective marketing plansDevelop pertinent marketing recaps based on strategies usedAssisted with sponsorship, public relations, sales and operations at the Executive Offices for the Wachovia Center

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  The Walt Disney Company

  Nov 2012 - Nov 2020

  Product owner for ‘Digital Access’ initiatives across the Parks & Resorts Segment Worldwide (Domestic Asia-Pacific & EMEA) including Bluetooth, NFC, and other traditional redemption methodologies for both long distance sensing and experience delivery as well as redemptionResponsible for engaging key executive stakeholders and establishing strategic direction across the segmentDeliver products from conceptual stages through wireframe and into production, ensuring business requirements are met and Guest expectations are exceededPartner closely with design, tech, ux/ui, copy, analytics, CMS, & operations in support of a cross-functional product that spans both physical and digital spaceDevelop emerging technologies from pilot phase to full product implementation along with accompanying roll-out strategies by working closely with third party vendors, as well as key internal and external stakeholders in digital, operations, industrial engineering and technology across park locations around the world in order to deliver reference platform solutions that can be leveraged globallyEnsure post-launch success via extensive Guest testing, feedback and analysis of datasets on success metrics aggregated from multiple sources including adobe, google, Guest surveys, and operational partners Show less Product owner for ‘Digital Access’ initiatives across the Parks & Resorts Segment Worldwide (Domestic Asia-Pacific & EMEA) including Bluetooth, NFC, and other traditional redemption methodologies for both long distance sensing and experience delivery as well as redemptionResponsible for engaging key executive stakeholders and establishing strategic direction across the segmentDeliver products from conceptual stages through wireframe and into production, ensuring business requirements are met and Guest expectations are exceededPartner closely with design, tech, ux/ui, copy, analytics, CMS, & operations in support of a cross-functional product that spans both physical and digital spaceDevelop emerging technologies from pilot phase to full product implementation along with accompanying roll-out strategies by working closely with third party vendors, as well as key internal and external stakeholders in digital, operations, industrial engineering and technology across park locations around the world in order to deliver reference platform solutions that can be leveraged globallyEnsure post-launch success via extensive Guest testing, feedback and analysis of datasets on success metrics aggregated from multiple sources including adobe, google, Guest surveys, and operational partners Show less Professionally managed Guest-Facing & Executive level communication for Disneyworld.com technical support and salesPartnered with multiple internal/external LOB to integrate support and triage of MyMagic+ services ensuring a seamless Guest experienceAdvocated technology solutions to improve the Guest experience including the timely development of training plans and communication strategies to all relevant LOB executives in an expedient mannerDeveloped, trained, & staffed an eCommerce specific technical escalation team leveraging several LOB partners to share Guest recovery effortsConsistently provided tailored communication regarding MyMagic+ technology changes, training documentation, & strategy updates to various tiers of the organization including executives, external clients/LOB partners, hourly Cast & GuestsRoutinely participated in strategic planning sessions to ensure the continued success of the global MyMagic+ initiative across all Walt Disney Parks & Resorts properties Show less

  • Senior Manager of Product Management

    Jul 2018 - Nov 2020

  • Product Manager

    Aug 2015 - Jul 2018

  • eCommerce Manager

    Apr 2015 - Aug 2015

  • eCommerce Sales & Service Leader

    Nov 2012 - Mar 2015
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  Disney Parks, Experiences and Products

  Nov 2020 - Nov 2021

  Product Management Director
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  LA Clippers

  Nov 2021 - now

  • Vice President, Product & Experience Architecture

    Oct 2023 - now

  • Director, Product & Experience Architecture

    Nov 2021 - Oct 2023