Qureos Mentor

Universal Orlando Resort

<div>
 
 JOB SUMMARY:
 
 
 
 As Director, Talent &amp; Culture for Universal Destinations &amp; Experiences, you will serve as a strategic advisor, capability builder, and experience creator, directly aligning talent and organizational strategies with business goals. This role partners closely with executive leadership to influence change, build critical capabilities, and drive a people-first culture through integrated talent solutions, organizational transformation, and cultural evolution.
 
 
 This role provides direct support to the UDX Digital &amp; Technology Division as well as the NBCU Operations &amp; Technology team that provides services to UDX. In this role you will enable and lead transformational HR/T&amp;C initiatives across the organization&mdash;serving as a critical connector between business strategy, talent priorities, and change execution&mdash;ensuring enterprise-wide impact and sustainable value realization.
 
 
 Experienced leader with direct reports in a Human Resource Business Partner capacity required.
 
 
 
 MAJOR RESPONSIBILITIES:
 
 
 
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 Strategic Business Partnership
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 Serve with integrity as a trusted advisor to business leaders, understanding their strategies, operations, and financial drivers to inform HR actions.
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 Align talent and workforce strategies with current and future business needs, ensuring workforce readiness and organizational agility.
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 Influence business decisions through data-driven insights, leveraging talent intelligence, market trends, and workforce analytics.
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 </ul>
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 Transformation Leadership
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 Support and manage the T&amp;C/business transformation roadmap, ensuring alignment with broader business transformation goals and culture shifts.
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 Oversee value realization, change management, and portfolio integration, ensuring measurable impact and adoption of transformation behaviors.
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 Partner with Initiative Owners and Module Owners to drive cross-functional collaboration, resolve roadblocks, and deliver expected business outcomes.
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 Change Leadership &amp; Communication
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 Lead enterprise-wide change management efforts, supporting cultural adoption of transformation behaviors and continuous improvement.
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 Coordinate with Corporate Communications to develop and execute strategic communication plans that ensure alignment, engagement, and transparency across all levels of the organization.
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 Work closely with TD to determine learning, training, and enablement strategies to support leader and team adoption of new ways of working.
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 </ul>
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 Talent Strategy &amp; Capability Building
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 Partner with business leaders and COEs to assess and close gaps in talent and leadership capability; build robust succession pipelines aligned with business priorities.
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 Champion contemporary HR/T&amp;C practices, including performance management, leadership development, and employee engagement.
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 Promote and model inclusive leadership, ensuring diversity, equity, and belonging are embedded in all HR and business initiatives.
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 </ul>
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 Organizational Effectiveness
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 Partner with business leaders and COEs to optimize organization design, team structures, and ways of working.
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 Use diagnostic tools and employee feedback to shape high-impact solutions that improve effectiveness, performance, and engagement.
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 Continuously challenge the status quo, bringing fresh, external perspectives to drive innovation in T&amp;C practices.
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 </ul>
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 Understand and actively participate in Environmental, Health &amp; Safety responsibilities by following established UDX policy, procedures, training, and team member involvement activities.
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 Perform other duties as assigned.
 
 
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 </ul>
 
 EDUCATION:
 
 
 
 <ul>
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 Bachelor&rsquo;s degree in human resources, Business Administration, Organizational Development, or related field required; master&rsquo;s degree or HR certification (e.g., SHRM-CP or SCP) preferred.
 
 
 </li>
 </ul>
 
 EXPERIENCE:
 
 
 
 <ul>
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 8+ years of progressive HR leadership experience, including significant experience as a strategic HR Business Partner.
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 Prior experience supporting digital and technology clients and/or corporate functions, preferred.
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 Proven ability to partner with diverse client groups, HR COE, and key business partners in a global matrix organization.
 
 
 </li>
 </ul>
 
 ADDITIONAL INFORMATION:
 
 
 
 <ul>
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 Strategic Advisor
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 Deep business acumen; able to link people strategy to business performance.
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 Trusted influencer and coach to senior leaders; persuasive communicator who drives action.
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 Brings the voice of the Team Member into decision-making and culture-building.
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 </ul>
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 Capability Builder
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 Assesses and strengthens organizational and leadership capability across functions.
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 Supports the development of future-ready teams through learning, coaching, and talent programs.
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 Develops HR solutions informed by data, contemporary practices, and workforce trends.
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 Experience Creator
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 Designs and delivers people-first strategies that foster an inclusive, high-performing culture.
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 Creates experiences that engage, retain, and develop top talent at all levels.
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 Champions authenticity, humility, integrity, and collaboration in every interaction.
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 Proven success leading organizational transformation, cultural change, or enterprise-wide talent initiatives.
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 Strong capability in change management, talent strategy, and business consulting.
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 Experience using data analytics to shape T&amp;C decisions and measure outcomes.
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 Demonstrated ability to navigate complex, matrixed environments and influence without authority.
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 Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
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 Consistent attendance is a job requirement.
 
 
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 Your talent, skills and experience will be rewarded with a competitive compensation package.
 
 
 Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
 
 
 Universal Orlando Resort.
 
 Here you can.
 
 
 
 Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM &amp; &copy; 2025 Universal Studios. All rights reserved. EOE
</div>

Director, Talent & Culture – UDX (Digital & Technology)

<div>
 
 
 JOB SUMMARY:
 
 
 
 
 Provides exemplary concierge-level guest service by assisting and satisfying guests&rsquo; needs. Prepares all future tour bookings through various sales channels for a seamless day-of delivery of the VIP Experience product. Supports the daily operation of VIP Experience troubleshooting and resolving guest concerns via telephone, email, and letter.
 
 
 
 
 MAJOR RESPONSIBILITIES:
 
 
 
 
 <ul>
 <li>
 Responds to VIP Experience guest and internal client inquires/ complaints, and other correspondence via telephone, email, letter, and fax. Modify tour details based on guest/clients request. Performs concierge duties including, but not limited to, proactively reaching out to guests/clients, creating dining reservations, etc.
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 Supports daily operation by working through internal partners and guests, and multiple systems to accurately document pre-arrival and post-visit functions for paid, comp, discount, and educational tours.
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 Communicate with VIP Guides as instructed by leadership regarding tour start times, tour requests and any pertinent information regarding scheduled tours. Modifies Guide schedules to specific Guest requests through use of scheduling documents and tools including KRONOS.
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 Aids in compensation in escalated recovery situations. Ensures all Guest feedback is properly documented. Follows up with Guests who have requested contact in post-tour surveys.
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 Balances departmental resources through Manager&rsquo;s Work Station. Manages staffing according to tour requirements. Oversees tour transactions and processes gratuity for Tour Guides via Galaxy.
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 Coordinates with Executive/Talent Relations, Marketing, Public Relations, Human Resources, Legal, Security, etc regarding High Profile Clientele, Guest safety and security, brand voice and brand reputation. Manages and documents Executive and Complimentary products through Genesis and other resources as needed.
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 Understands and actively participates in Environmental, Health &amp; Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
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 Performs other duties as assigned.
 
 
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 </ul>
 
 
 SCOPE:
 
 
 
 
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 The VIP Experience Operations Specialist&rsquo;s primary role is to support the daily operations of the VIP Experience by owning the pre-arrival and post-visit experience. Must be proficient in Microsoft Office (Powerpoint, Excel, and Word), Galaxy technology, product knowledge and all operational aspects of our business.
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 Takes ownership of the Guest Experience by consistently demonstrating company Service Expectations and adhering to company appearance and wardrobe guidelines. Actively incorporates company Service Expectations into their work and ensures that these become an inherent part of the operation on a daily basis. Utilizes these practices to proactively offer personalized options that exceed Guest and/or Team Member expectations. Fully embodies the company Service Expectations and provides service the Universal Way.
 
 
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 </ul>
 
 
 EDUCATION:
 
 
 
 
 <ul>
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 High school degree or GED is required.
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 Technical school is preferred.
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 Associate&rsquo;s degree (AA) in Marketing/Hospitality is preferred.
 
 
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 </ul>
 
 
 EXP
 
 
 ERIENCE:
 
 
 
 
 <ul>
 <li>
 3+ years direct experience in a guest service/customer contact position required.
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 Experience working with VIP/High-Profile guests preferred;
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 or equivalent combination of education and experience.
 
 
 </li>
 </ul>
 Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.
 
 
 Universal Orlando Resort.
 
 Here you can.
 
 
 
 Universal Orlando is an equal opportunity employer. Universal elements and all related indicia TM &amp; &copy; 2025 Universal Studios. All rights reserved. EOE
</div>

VIP Experience Operations Specialist (VEOS)

Join Universal Orlando Resort and explore 2   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Universal Orlando Resort

ABOUT_COMPANY

Director, Talent & Culture – UDX (Digital & Technology)

VIP Experience Operations Specialist (VEOS)