Open to opportunities

Kenneth Jefferson

@kennethjefferson

Message

I drive multimillion-dollar guest operations, improving revenue, satisfaction, and team performance at Disney.

United States

Message

What I'm looking for

I'm looking to lead customer success, guest experience, or operations teams where I can use KPI strategy, process improvement, coaching, and cross-functional execution to improve customer outcomes, revenue, and team performance.

I've led multimillion-dollar guest service operations across Walt Disney World, including Magic Kingdom Emporium, Pop Century Resort, Riviera Resort, Animal Kingdom Lodge, Disney Springs, and Epcot.

At Magic Kingdom Emporium, I owned KPI strategy and reporting that supported 5–11% sales growth and double-digit guest-satisfaction gains. I led a 500-member workforce, partnered with Marketing and Technology, and launched a development program that advanced four employees into target roles within six months.

At Disney's Pop Century Resort, I delivered a 16% revenue increase in three months by standardizing processes, strengthening performance routines, and executing enterprise-aligned plans. I also built onboarding frameworks, maintained 98–100% internal audit scores, and sustained multiple years with zero guest-impacting incidents.

Across my Disney experience, I've used data analysis, CRM tools, coaching, process improvement, and cross-functional collaboration to increase sales, improve customer health, reduce variability, and create consistently high-quality guest experiences.

Experience

Work history, roles, and key accomplishments

Guest Experience Manager

Walt Disney World

Mar 2024 - Nov 2025 (1 year 8 months)

Directed multimillion-dollar operations, ensuring enterprise alignment and consistent delivery of high-quality Customer Success outcomes for guests. Owned KPI strategy and reporting, delivering insights that drove 5–11% sales growth and double-digit gains in guest satisfaction metrics.

KPI Strategy Data Analysis CRM Software Customer Success Cross Functional Collaboration Coaching Process Improvement Sales Growth Customer Satisfaction

Guest Experience Manager

Disney's Pop Century Resort

Nov 2021 - Mar 2024 (2 years 4 months)

Delivered a 16% revenue increase in three months by standardizing operational processes, strengthening performance management routines, and executing strategic plans aligned with enterprise goals. Led the implementation of new operations, building onboarding frameworks that improved consistency and significantly reduced client onboarding time.

Revenue Growth Process Improvement Performance Management Onboarding Operational Continuity Risk Management Product Training Customer Satisfaction

Guest Experience Manager

Disney's Riviera Resort

Oct 2020 - Nov 2021 (1 year 1 month)

Achieved a 97% customer satisfaction score by standardizing service delivery and elevating performance across high-volume operations. Increased profitability by 50% through structured operational routines and data-driven inventory management to drive sustained revenue growth.

Customer Satisfaction Inventory Management Coaching Training Data Analysis Cross Selling

Guest Experience Manager

Disney's Animal Kingdom Lodge

May 2016 - Oct 2020 (4 years 5 months)

Led complex operations across multiple units, standardizing KPI routines that improved consistency and boosted performance metrics by 10–15%. Partnered with stakeholders to execute enterprise initiatives, achieving near 100% adoption and accelerating rollout timelines for key programs.

Stakeholder Engagement Operational Efficiency Process Improvement Fundraising

Guest Experience Manager

Disney Springs / Epcot

Jun 2012 - May 2016 (3 years 11 months)

Increased sales by 33% through customer-centric process improvements and relationship management. Delivered operational reporting and data analysis to support strategic business decisions.

Sales Growth Process Improvement Relationship Management Operational Reporting Data Analysis