Member Experience Manager - Cotino, A Storyliving by Disney

Member Experience Manager – Cotino®, A Storyliving by Disney® Member Experience Manager – Cotino®, A Storyliving by Disney® Job ID 10157187 Location Rancho Mirage, California, United States / Palm Desert, California, United States Business Disney Experiences Date posted Aug. 07, 2026 Job Summary: As the Member Experience Manager for Cotino®, A Storyliving by Disney®, you will lead a team of Lifestyle and Member Services Cast Members responsible for delivering exceptional concierge-style service, and the planning and execution of a diverse range of programs and events with the club. You will be a key stakeholder in connecting lifestyle activities, health and wellness, and aquatic experiences, along with safety to enhance the overall Member and Cast experience. You will oversee and orchestrate all aspects of the day-to-day operation, leading hourly employees and managing ongoing logistics, all while making informed decisions that will lead to personalized experiences for our members, considering the overarching goals of the business including service excellence and financial targets. You will be responsible for managing staffing and ensuring that we have sufficient communication channels available to our Members, including in-person, phone calls, chat function, email, and potentially in-app messaging while working across multiple teams. This role is based on site in Rancho Mirage, California and will report to the Senior Manager, Club Operations & Member Experiences. Responsibilities: Demonstrate a passion for guest service with ability to exude genuine hospitality for a dynamic Guest audience consisting predominantly of individuals with a high level of repeat visitation Exhibit an understanding of the unique components that are inherent in a private club environment, managing the distinct relationships that are built as a result of ongoing repeat visitation, while setting appropriate expectations and levels of accountability amongst the team Manage membership operations, including application processing, onboarding, account auditing, billing coordination and reconciliation, support of inbound and outbound member communications, timely resolution of requests, and consistent application of club policies and standards Coordinate operational readiness and guest experience for the Parr House, including maintenance, housekeeping, reservations, and arrival-to-departure Member support Lead Lifestyle operations, including recreation calendar planning and execution, aquatics, fitness and wellness programs, and third-party vendor management, while maintaining regulatory and contractual compliance Support the planning and execution of member events and experiences, partnering with Sales, Events, Communications, and cross-functional teams to ensure seamless delivery Ensure operational excellence through safety compliance, asset maintenance, labor management, budgeting, inventory oversight, and operational audits. Lead, develop, and support Cast Members through coaching, training, recognition, and performance management while responding to service disruptions, emergencies, and operational challenges. Champion a culture of excellence, collaboration, diversity, and innovation. Basic Qualifications: Minimum of 2 years of leadership experience in the Service Industry Passion for great guest service and a dedication to safety awareness Ability to resolve concerns and serve as a trusted advisor for Cast Members, Peers, Partners and other Leaders Understanding of the impact of financial aspects of an operation (i.e. operating budget, revenue, labor, inventory systems, costs, etc) Strong relationship building and collaboration skills within an operation Ability to maintain confidentiality and tackle unique scenarios while demonstrating composure Open to analyze complex Member requirements with strong attention to detail Being a creative problem solver and excited to generate new innovative ideas Comfortable using various software/computer programs within a Windows environment, exposure to CRM and AP systems, and willingness to learn new software programs or applications Demonstrated strong verbal and written communication skills, as well as telephone etiquette skills Open to working flexible hours, including weekends, evenings, and holidays Comfortable working in various weather conditions Possess a valid Driver’s License Preferred Qualifications: 5 or more years of experience working at a resort, club, luxury property, or aquatic facility Willingness to learn new applications and lines of businesses as necessary Demonstrated ability to work independently Demonstrated organizational and time management skills Current CPR Certification, Lifeguard Certification, Certified Pool Operator (CPO) Multi-lingual Required Education: High school diploma or equivalent Preferred Education: Bachelor's degree in Hospitality, Sports, Club, Education/Childhood Development or equivalent field Additional Information: Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities, and special extras that only Disney can provide. Learn more about our benefits and perks at (opens in new window) . The hiring range for this position is $75,700.00-$101,400.00 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. Disney Experiences brings the magic of Disney stories and franchises to life through theme parks, resorts, cruise ships, unique vacation experiences, products and more around the world. Disney shines in the travel industry with six resort destinations in the United States, Europe and Asia; a top-rated cruise line; a popular vacation ownership program; and an award-winning guided family adventure business. Plus, Disney's global consumer products operations include the world's leading licensing business; the world's largest children's publishing brands; one of the world's largest licensors of games across all platforms; and Disney store locations around the world and on the web. About The Walt Disney Company: The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished. This position is with Storyliving by Disney Management, Inc. , which is part of a business we call Disney Experiences . Storyliving by Disney Management, Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world. Disability Accommodation for Employment Applications The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, visit the Disney candidate disability accommodations FAQs . We will only respond to those requests that are related to the accessibility of the online application system due to a disability. #J-18808-Ljbffr The Walt Disney Company