Matthew Miller
Orlando,FL
Summary
Dynamic and innovative leader with 15+ years of experience driving transformational business strategies and digital innovation on a global scale. Proven track record in leading cross-functional teams, optimizing processes, and delivering groundbreaking solutions within the theme park and entertainment industry. Skilled in influencing cultural change, fostering collaboration, and executing strategies that enhance guest experiences while driving double-digit revenue growth. Recognized for strategic vision, operational excellence, and a steadfast commitment to diversity, equity, and inclusion.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Director, Business Transformation
Orlando Informer
Orlando, Florida
03.2022 - Current
- Directed an innovation portfolio that launched transformative initiatives, including a cutting-edge virtual queue system, a revenue-focused content management platform, and strategic new partnerships with Google, Facebook, and Colorvision.
- Orchestrated strategic market expansion initiatives with Universal Destinations, United Parks, and Merlin, driving a 25% market share increase and generating $15M in additional annual revenue.
- Pioneered the integration of advanced AI frameworks and ticketing APIs, reducing ticket processing times by 80%, boosting customer satisfaction scores by over 15 points, and cutting operational costs by $500K annually.
- Streamlined the operations of a digital ecosystem supporting over 10M annual users, achieving 99.999% uptime, reducing operational costs, and increasing transaction capacity by 35%.
Director of Operations
Orlando Informer
Orlando, Florida
09.2019 - 03.2022
- Managed an innovation team that developed in-house interactive wearables, entrance operation platforms, and guest personalization systems, reducing labor costs by $325K annually.
- Directed the planning and execution of over 10 high-profile events annually, hosting up to 15,000 attendees per event, achieving 95% guest satisfaction scores, and consistently meeting or exceeding budget targets.
- Designed and delivered cutting-edge interactive location-based experiences, increasing guest engagement by 25% and driving a 15% year-over-year increase in attendance.
- Streamlined operational workflows across five divisions, reducing project labor by 30% and cutting operational costs by $280K annually, while fostering a culture of collaboration and continuous improvement.
Manager, Global Enterprise Technology
Universal Parks & Resorts
Osaka, Japan
10.2016 - 09.2019
- Directed an international team of 50+ technologists to design, develop, and implement groundbreaking interactive experiences for marquee attractions at Universal Studios Japan and Universal Studios Beijing, ensuring alignment with strategic goals and brand vision.
- Oversaw a multi-million-dollar attractions technology portfolio, including flagship projects such as Super Nintendo World, Transformers Metrobase, and ILLUMINATION: SING on Tour, delivering immersive experiences that enhanced guest engagement and operational efficiency.
- Spearheaded the integration of advanced technologies, including gameplay mechanics, wearables, wireless infrastructure, and next-generation in-park characters, driving innovation and setting new benchmarks for the industry.
- Developed and implemented a global technology onboarding and innovation training program; personally selected by the CIO to lead its delivery and train additional instructors, ensuring consistent application across domestic and international operations.
Manager, Strategic Innovation & Emerging Tech
Universal Parks & Resorts
Orlando, FL
03.2014 - 10.2016
- Directed innovation initiatives across mobile ordering, virtual reality (VR), augmented reality (AR), and mixed reality (MR), driving transformative guest experiences and enhancing operational efficiency across divisions.
- Established high-impact strategic partnerships with industry leaders, including Comcast, Google, Xfinity Mobile, Verizon, and Crown Castle, creating transformative revenue-sharing models and driving multimillion-dollar growth opportunities.
- Oversaw the operations of a cutting-edge innovation lab, fostering a culture of creativity and collaboration while delivering breakthrough solutions.
- Organized and hosted high-profile hackathons and demo days in key markets such as Orlando, New York, and Los Angeles, driving engagement with industry leaders and advancing organizational innovation goals.
Technology Project Manager
Universal Parks & Resorts
Orlando, FL
03.2012 - 03.2014
Information Technology Intern
Universal Parks & Resorts
Orlando, FL
09.2011 - 03.2012
Project Coordinator Intern (DCL: Disney Dream)
Lenz Innovation & Industrial Co.
Orlando, FL
09.2010 - 03.2011
Education
Master of Science (M.S.) - Information Technology Project Management
Colorado Technical University
Colorado Springs, COBachelor of Science (B.S.) - Information Engineering Technology
University of West Florida
Pensacola, FLBachelor of Science (B.S.) - Interpersonal Organizational Communication
University of Central Florida
Orlando, FLSkills
- Emerging Technology Integration and Digital Innovation
- Transformational Leadership and Business Innovation
- Hackathon and Demo Day Leadership Coordination
- Data-Driven Insights, Advanced Analytics, and Strategic Reporting
- Organizational Change Leadership and Cultural Transformation
- Operational Efficiency and Process Optimization
- Multidisciplinary Collaboration and Stakeholder Engagement
- Executive Communication and Strategic Influence
Certification
Innovation Management | Creativity, Innovation, and Transformation | Design Thinking for Innovation | AI Product Management | Generative AI for Business Transformation | Generative AI for Leaders | Program Management Professional | ITIL Foundation | Operations Research
Achievements and Awards
- Universal Parks Technology Summit Awards
- Universal Excellence in Leadership Award
- The NYC Journal "40 Under 40"
- Patent Holder: Interactive Token System
Affiliations
- The Leadership Crucible Foundation: National Advisory Council Member
- FIRST Robotics: Volunteer & Previous NBC Sponsorship Lead
- Odyssey of the Mind: Volunteer & Previous Board Member
- Rolling Stone Culture Council
Timeline
Senior Director, Business Transformation
Orlando Informer
03.2022 - Current
Director of Operations
Orlando Informer
09.2019 - 03.2022
Manager, Global Enterprise Technology
Universal Parks & Resorts
10.2016 - 09.2019
Manager, Strategic Innovation & Emerging Tech
Universal Parks & Resorts
03.2014 - 10.2016
Technology Project Manager
Universal Parks & Resorts
03.2012 - 03.2014
Information Technology Intern
Universal Parks & Resorts
09.2011 - 03.2012
Project Coordinator Intern (DCL: Disney Dream)
Lenz Innovation & Industrial Co.
09.2010 - 03.2011
Master of Science (M.S.) - Information Technology Project Management
Colorado Technical University
Bachelor of Science (B.S.) - Information Engineering Technology
University of West Florida
Bachelor of Science (B.S.) - Interpersonal Organizational Communication
University of Central Florida