Manager, Systems Engineering (Point-of-Sale)

“We Power the Magic!” That’s our motto at Disney Experiences (DX). Our team creates world-class immersive digital experiences for the Company’s premier vacation brands including Disney’s Parks & Resorts worldwide, Disney Cruise Line, Aulani, a Disney Resort & Spa, and Disney Vacation Club. We are responsible for the end-to-end digital and physical Guest experience for all technology & digital-led initiatives across the Attractions & Entertainment, Food & Beverage, Resorts & Transportation and Merchandise lines of business as well as other initiatives including MyDisneyExperience and Hey, Disney! This role sits in the Retail, Restaurant & Supply Chain Technology organization within Technology & Digital for Disney Experiences. It works closely with operations and tech teams from across the company. The role will report to the Senior Manager. About The Role & Team: We're hiring a POS Technology Manager to own point-of-sale (POS), Kitchen Display Systems (KDS), and mobile ordering across hundreds of retail and dining locations; places where uptime isn't just an SLA, it's part of the guest experience. This role suits someone who connects the dots: an incident pattern here, a hardware refresh there, a vendor SLA that ties it all together. You'll need real curiosity too, since this stack never sits still. What You'll Do: Lead and grow a team of systems engineers — hire, develop, set on-call coverage, and build a culture that looks for patterns in incidents, not just closes tickets. Own reliability across POS, KDS, and mobile ordering — hardware and software — driving troubleshooting and root-cause fixes Manage budgets and billing in MyPPM, and support forecasting and accruals Lead rollouts, upgrades, and new location openings, and manage vendor relationships Own the hardware lifecycle — deployment, refresh, retirement, ruggedization, and security patching across our Android/Windows/iOS fleet via SOTI Own disaster recovery across all platforms, including drills and leading recovery when something breaks Manage key vendors — our L2/L3 support partner and hardware break-fix team — on SLAs and performance Be the go-to for PCI-DSS/SOC audits and security incident response Guide infrastructure and systems architecture decisions, including LAN/WAN and telecom projects Weigh in on planning and estimation with a technical lens, keeping projects on time and in scope Track emerging tech and push the team to work smarter - including using AI to improve how the team operates Personally support on-call escalations and lead the hypercare during go-lives and critical incidents, not just staff the rotation Build and maintain system health dashboards and KPIs (e.g., Splunk, Datadog, ELK) to give the team and stakeholders visibility into reliability Required Qualifications: 8+ years in POS or retail/restaurant technology, with strong background in POS hardware, payment processing, and back-of-house integrations , 3+ years managing engineers or technical staff, with a track record of hiring and developing talent Experience with Kitchen Display Systems (KDS) and/or mobile ordering platforms Comfort with Android-based smart clients and Windows-based server environments Systems thinking — you connect patterns across incidents, hardware, vendors, and process instead of solving each in isolation Practical experience with agile methodologies (Scrum, Lean, etc.) Learning mindset and excellent communication skills, including with non-technical stakeholders A leader who motivates teams, fosters creativity, and drives excellence An advocate for a diverse and inclusive culture where every team member feels a sense of belonging Preferred Qualifications: Hardware lifecycle and MDM experience at scale (SOTI experience is a plus), including mixed-OS security patching (Android/Windows/iOS) Basic hardware literacy (CompTIA A+ level) and familiarity with ruggedization standards (IP rating, MIL-STD-810) Strong SQL skills Working understanding of networking fundamentals, including how 802.1X and certificate-based WiFi authentication affect device connectivity Experience with PCI-DSS and/or SOC audit support and security incident response Experience leading disaster recovery/business continuity execution for critical, distributed systems Experience managing outsourced vendors and/or field service partners across organizational boundaries Hands-on comfort using AI tools to improve how a team works Multi-site rollout experience across geographically dispersed (including international) locations Hands-on experience with cloud platforms (AWS or Azure); cloud fundamentals certification a plus Experience building observability/monitoring dashboards using tools like Splunk, Datadog, or ELK Comfort working on-call and leading hyper care support during launches or major incidents Experience in a theme park, resort, or large-scale hospitality environment Familiarity with ITSM tools (e.g., ServiceNow) Required Education:Bachelor's Degree in Computer Science, Information Systems, Software, Math, Electrical or Electronics Engineering, or comparable field of study, and/or equivalent work experience  The hiring range for this position in Orlando, FL is $148,300 to $198,800 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.Reference: 10159873