James Keenan Email & Phone Number

Orlando, Florida, United States

Disney Institute is a professional development and consulting division of The Walt Disney Company that focuses on sharing the company's renowned business practices and management strategies with other organizations.As an Engagement Manager, I leverage Disney’s operational expertise and quality standards to drive customer experience initiatives for Fortune 500 clients globally. Through comprehensive needs analysis, executive alignment, and performance gap assessments, I identify opportunities for improvement and lead cross-functional teams to develop service standards and scalable training solutions. With a focus on delivering client-centric outcomes, I manage project scope, timelines, and budgets while cultivating strategic relationships with C-suite and senior executives. My expertise spans global project management, training facilitation, and event logistics, having successfully led activations across 57 events in 7 countries, resulting in measurable impact and expanded business opportunities.

Orlando, Florida, United States

I facilitated virtual leadership development courses for senior leaders in manufacturing and tech, focusing on accelerating leadership capabilities using I/O psychology principles. I managed a technology-enabled leadership program, guiding participants through agile sprints to solve complex business transformation challenges. Utilizing the ADDIE methodology, I developed web-based learning modules with Articulate Rise. Additionally, I designed and managed logistics for large-scale culture change workshops, engaging over 2,800 senior leaders and achieving a 92% favorable rating in post-course evaluations.

Orlando, Florida Area

I designed and facilitated immersive learning experiences for over 12,000 executives, government officials, and leaders across industries worldwide. I pioneered the transition to virtual learning, developing both on-demand and live virtual courses. With expertise in Customer Experience, Employee Experience, Leadership Excellence, and Data Analytics, I created learning solutions and upskilled new facilitators. My experience also includes managing large-scale client events, significantly boosting satisfaction scores.

Orlando, Florida Area

Transportation And Theme Park Operations

I led a team of 13 in the strategy and delivery of new-hire, continual, regulatory, and leadership training for over 4,000 employees in Park Operations and Walt Disney World Transportation. I recruited, onboarded, and mentored more than 400 trainers and facilitators for orientation programs and on-the-job training across multiple lines of business. I ensured compliance and continuous improvement of operating guides, training materials, checklists, and performance standards. I project managed the training strategy for a multi-year technical upgrade to the Walt Disney World Monorail System, collaborating with Operations, Facilities, Engineering, and external vendors. I served as LMS Administrator during the implementation of SAP SuccessFactors and Skills Integration projects. I oversaw a training budget of over $7M, working closely with the Finance team on budget and AOP planning.

Operations Training

I facilitated a comprehensive suite of service-focused curriculum for over 4,300 participants across various roles in Florida, including theme parks, resort hotels, call centers, and airports. I coached leaders to foster a service-oriented mindset among staff and consulted with operations leadership to develop solutions for existing service challenges while enhancing new hire orientation and onboarding processes. Additionally, I designed a new instructor-led technical training class to implement a web-based operations metric data analytics software, driving key performance indicators across the customer journey. I also built and managed technology tools that improved communication and collaboration within the team.

Transportation Operations

I was a member of the leadership team managing up to 400 unionized front-line employees in bus and watercraft transportation across the resort property, serving an annual ridership of 62 million. I coached, motivated, and recognized staff for their commitment to passenger safety, operational efficiency, and DOT compliance, all while ensuring the delivery of world-class customer service experiences. I monitored daily staffing levels and labor costs, forecasted shift coverage needs based on demand, and managed supplies and operating expenses.In addition, I responded to guest concerns and executed response plans for medical and operational emergencies. I also planned and coordinated transportation for high-profile events, such as marathons, media shoots, conventions, and private charters.

Walt Disney World

Greater Boston Area

Cambridge, Ma