Manager, Systems Engineering (Point-of-Sale)

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Job Description:

“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

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