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mgr onboard marketing ops

Royal Caribbean Group

<div></div><div><div><div><div><div><div><b>Journey with us! </b>Combine your career goals and sense of adventure by joining our exciting team of employees Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world</div><br>
<div></div>
<div><i>
This position will work on-site in Miami Florida</i></div><br>
<div></div>
<div>
Position Summary</div>
<div>
The Manager Onboard Marketing Operations leads the execution and governance of all guest-facing onboard marketing across the fleet This role partners closely with hotel operations and shipboard teams to ensure marketing is consistent up to date and compliant with brand standards and guidelines across the fleet The Manager oversees the execution of all onboard marketing from day-to-day collateral (eg Celebrity Today digital signage) to new activities and experiences (eg new restaurants new venues) including ship-refurbishment dry docks and new-build take-outs The Manager is also responsible for developing and overseeing implementation and audit processes This role is critical in maintaining the integrity and consistency of the brand across various touchpoints on the ship</div><br>
<div></div>
<div>
Job Purpose</div>
<div>
The purpose of this position is to operationalize and govern onboard brand standards and guest-facing communications across the fleet&mdash;ensuring message accuracy consistency and on-brand execution across all onboard marketing touchpoints (including but not limited to all physical and digital signage terminal signage app content stateroom TV content etc) The Manager enables successful launches of new and existing onboard offerings by partnering with operations shipboard teams brand marketing product development and external partners to plan execute and validate communications This role is accountable for establishing a perpetual audit and continuous improvement process</div><br>
<div></div>
<div>
 Essential Duties</div>
<div>
Oversee the execution and maintenance of all onboard marketing to ensure consistency across the fleet</div>
<div>
Work with the Manager Onboard Marketing Strategy to ensure new marketing is executed flawlessly and maintained consistently</div>
<div>
Work with hotel operations onboard revenue and shipboard teams to make day-to-day updates as needed to signage menus and other collateral</div>
<div>
Develop and implement processes with onboard digital content managers to manage content Find ways to optimize efficiency through new tools and AI
</div><div>Ensure all guest-facing communications comply with brand standards and guidelines</div>
<div>
Ensure a cohesive perpetual audit process is in place to maintain consistency in brand standards across onboard marketing</div>
<div>
Support the execution of marketing to generate increase and engage consumer awareness of existing or new onboard offerings or experiences delivered through external partners or the internal product development team</div>
<div>
Drive awareness and results for new products to increase onboard revenue across all channels by closely overseeing and managing the marketing execution process</div>
<div>
Participate in ship-refurbishment dry docks and new-build take-outs ensuring onboard signage and marketing are accurate current and on brand</div><br>
<div></div>
<div>
QUALIFICATIONS AND EDUCATION</div>
<div>
Education: Bachelor&rsquo;s degree in marketing advertising or a related field required</div>
<div>
Experience: 10+ years of experience in marketing communications brand operations or hotel operations environments with a proven record of launching products and experiences across multiple channels and/or multi-unit locations (eg fleet hospitality retail entertainment)</div><br>
<div></div>
<div>
Skills &amp; Abilities:</div>
<div>
Exceptional written and verbal communication skills with the ability to translate strategy into clear actionable execution guidance</div>
<div>
Strong attention to detail and ability to maintain high standards of quality</div>
<div>
Familiarity with brand guidelines and compliance requirements</div>
<div>
Highly organized deadline-driven and detail-oriented with strong operational follow-through and quality control</div>
<div>
Demonstrated ability to build and sustain governance audit and continuous-improvement processes that drive standardization and consistency</div>
<div>
Proficient at managing and prioritizing multiple projects simultaneously across ships/locations timelines and stakeholders</div>
<div>
Team-oriented leader with strong cross-functional partnership skills across brand operations shipboard teams product and revenue functions in a fast-paced environment with shifting priorities</div>
<div>
Ability to build strong sustainable relationships with internal stakeholders and external partners influencing without authority when needed</div>
<div>
Expertise in planning briefing and end-to-end execution management (intake timelines approvals production installation validation) for guest-facing communications and onboard marketing</div>
<div>
Experience managing business partnerships and vendors including production oversight (eg print/signage) deliverables tracking and service-level follow-up</div>
<div>
Demonstrated ability to operationalize marketing strategy into repeatable standards and tools (guidelines templates checklists) that enable consistent fleetwide execution</div>
<div>
Strong presentation and stakeholder-management skills including the ability to align diverse teams on priorities approvals and brand standards</div>
<div>
Track record of delivering complex cross-functional programs on time and within budget with measurable outcomes (engagement adoption and/or revenue)</div><br>
<div></div>
<div>
WORKING CONDITIONS</div>
<div>
Based at the Port of Miami office Monday through Thursday; remote work from home on Fridays</div>
<div>
20% travel or ship visits as required</div><br>
<div></div>
<div><b>
We know there's a lot to consider</b> As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon!</div><br>
<div></div>
<div><b><i>
The position is not eligible for work authorization sponsorship</i></b></div><br>
<div></div>
<div><b>
Agency and Third-Party Submissions</b>: Please note this is a direct search by the Company and applications through agencies and other third parties will not be accepted nor will fees be paid for unsolicited resumes Any unsolicited resumes will be considered the Company's property</div><br>
<div></div>
<div><i>
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race color religion sex age national origin disability sexual orientation sexuality gender identity or expression marital status or any other characteristic protected by law Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment</i></div><br>
<div></div>
</div></div></div></div><p><br>
<b>Nearest Major Market: </b>Miami</p></div>

Mgr, Onboard Marketing Ops

<div><div><div><div><div><div><b>Journey with us! </b>Combine your career goals and sense of adventure by joining our exciting team of employees Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world</div><br>
<div></div>
<div><i>
This position will work on-site in Miami Florida</i></div><br>
<div></div>
<div>
Position Summary</div>
<div>
The Manager Onboard Marketing and Guest Experience Strategy is responsible for developing and executing onboard marketing strategies that improve brand perception and Net Promoter Score drive revenue and support shipboard operations as well as the overall guest flow The Manager will collaborate cross-functionally (with shipboard teams hotel operations concessionaire partners marketing product development onboard revenue and more) to implement new onboard marketing initiatives maintain brand standards and optimize the onboard channel The Manager will also oversee the creative and branding of all onboard marketing to ensure consistency across the fleet</div><br>
<div></div>
<div>
Job Purpose</div><br>
<div></div>
<div>
The purpose of this position is to lead the onboard marketing and guest experience strategies for all onboard experiences promotions and activities ensuring consistency clarity and effectiveness The Manager will ensure all collateral (digital and physical) onboard is on-brand and supports a specific goal The Manager will support the Product Development and Go-to-Market teams in bringing new products and services to market onboard including new ship launches ship revitalizations and brand initiatives (ie new deployments and new onboard experiences)</div><br>
<div></div>
<div>
Essential Duties</div>
<div>
Oversee strategy creative and branding of all onboard marketing collateral (digital and physical)
</div><div>Onboard channels include (but are not limited to) paper / digital collateral and signage onboard and in the terminal stateroom drops app content related to the onboard experience stateroom TV content retail marketing etc</div>
<div>
Develop and implement onboard marketing strategies to drive awareness engagement and revenue from onboard offerings and experiences created by the Product Development Go-to-Market Hotel Ops and onboard revenue Teams</div>
<div>
Lead the development of all onboard materials needed for new ship launches and revitalizations (including wayfinding and permanent signage)</div>
<div>
Oversee a team of copywriters and designers to support the creative development of all onboard marketing</div>
<div>
Guide the development of new initiatives aimed at increasing onboard revenue (in partnership with the onboard revenue team) and improving the guest experience (in partnership with hotel operations)</div>
<div>
Assist in evaluating all onboard products services brand communications and guest satisfaction metrics</div>
<div>
Develop clear concise briefs that effectively communicate strategies for delivering compelling guest communications</div>
<div>
Collaborate with key stakeholders including Product Development Hotel Operations Onboard Revenue Brand Marketing Guest Port Services New Build and Loyalty teams</div>
<div>
Participate actively in cross-functional teams to identify and implement product development and partnership strategies</div>
<div>
Ensure adherence to brand marketing guidelines and standards across all onboard communications</div>
<div>
Travel or conduct ship visits as required</div><br>
<div></div>
<div>
QUALIFICATIONS AND EDUCATION</div>
<div>
Education: Bachelor&rsquo;s degree in marketing advertising or related field required</div>
<div>
Experience: 10+ years&rsquo; experience in marketing advertising or a creative team environment with a proven record of launching new products and services across multiple channels</div><br>
<div></div>
<div>
Skills &amp; Abilities:</div>
<div>
Demonstrated creative design experience with the ability to both edit existing content and develop original compelling copy that aligns with brand standards and strategic objectives</div>
<div>
Strong conceptual thinker with proven ability to ideate develop and evolve new marketing concepts campaigns and experiences from initial idea through execution</div>
<div>
Proven Go-To-Market experience including translating strategy into integrated marketing plans that inform and activate multiple channels (onboard digital print and experiential)</div>
<div>
Strong written and oral communication skills</div>
<div>
Highly organized deadline-driven and detail-oriented</div>
<div>
Demonstrated ability to improve processes and procedures</div>
<div>
Proficient at managing and prioritizing multiple projects simultaneously</div>
<div>
Team-oriented with strong cross-functional leadership in a fast-paced environment with shifting priorities</div>
<div>
Ability to build strong sustainable relationships with stakeholders at all levels</div>
<div>
Expertise in developing strategic frameworks planning execution and end-to-end project management</div>
<div>
Experience managing business partnerships vendors and cross-functional teams (internal and external)</div>
<div>
Active participation in product development and partnership strategy implementation</div>
<div>
Strong presentation skills and ability to interact with all organizational levels and external partners</div>
<div>
Track record of managing team projects on time and within budget</div><br>
<div></div>
<div>
FINANCIAL/QUANTITIVE RESPONSIBILITIES</div>
<div>
Contributes towards the growth and generation and of fleetwide onboard revenue</div>
<div>
Manages Onboard Marketing budget and financial plans including processing of purchase orders and invoices for contracted creative designers and copywriters terminal signage and other project work
</div><div>Tracks progress against these plans throughout the year and conducts forecasting and reporting on program activities</div><br>
<div></div>
<div>
WORKING CONDITIONS</div>
<div>
Based at the Port of Miami office Monday through Thursday; remote work from home on Fridays</div>
<div>
20% travel or ship visits as required</div><br>
<div></div>
<div><b>
We know there's a lot to consider</b> As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon!</div><br>
<div></div>
<div><b><i>
The position is not eligible for work authorization sponsorship</i></b></div><br>
<div></div>
<div><b>
Agency and Third-Party Submissions</b>: Please note this is a direct search by the Company and applications through agencies and other third parties will not be accepted nor will fees be paid for unsolicited resumes Any unsolicited resumes will be considered the Company's property</div><br>
<div></div>
<div><i>
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race color religion sex age national origin disability sexual orientation sexuality gender identity or expression marital status or any other characteristic protected by law Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment</i></div><br>
<div></div>
</div></div></div></div><p><br>
<b>Nearest Major Market: </b>Miami</p></div>

Mgr, Onboard Marketing & Exp Strat

<div><div><div><div><div><p><b>Journey with us! </b>Combine your career goals and sense of adventure by joining our exciting team of employees Royal Caribbean Group is pleased to offer a competitive compensation and benefits package and excellent career development opportunities each offering unique ways to explore the world</p><br>
<p></p>
<p><i>
This position will work on-site in Miami Florida</i></p><br>
<p></p>
<p>
POSITION SUMMARY:</p>
<p>
Manage marketing programs for all Sales areas including but not limited to Field Sales Inside Sales National Accounts and the Travel Advisor community Coordinates and act as a liaison with Sales Marketing Creative Services Hotel Operations and Revenue Management to oversee the development of creative flow of projects approval of promotional materials and marketing asset placement Responsible for ensuring consistency of message and imagery in all marketing programs and capturing efficiencies and synergies in program execution across all sales areas to drive demand to the Royal Caribbean brand Work to ensure Royal Caribbean remains the top band of choice for travel agents through engagement campaigns marketing assets and in-person special events</p><br>
<p></p>
<p>
ESSENTIAL DUTIES AND RESPONSIBILITIES:</p>
<p>
1 Trade Marketing Account Executive is central to nearly every aspect of our trade‑facing engine from email marketing website development promotional strategy co-op programs Go-To-Market planning ship launch strategy partner communications and more</p>
<p>
2 Develops comprehensive multidimensional marketing campaigns to drive maximum demand and sales while ensuring the brand is represented appropriately through all Co-Op Marketing inclusive of email direct mail advertisements television/radio spots printed collateral or Out-Of-Home placements while ensuring the brand is represented appropriately cross-regionally</p>
<p>
3 Ensures consistency and alignment of copy and imagery in all marketing programs across the sales organization as well as retail and online travel partner locations</p>
<p>
4 Develops annual travel partner appreciation campaigns to assist in establishing annual brand objectives strategies and overall leadership positioning for our field Sales team</p>
<p>
5 Proactively works cross-functionally in the development and execution of marketing and promotional programs including Sales Marketing and Revenue Management to ensure that programs convey desired messages run on time and are cost-effective complying with our brand guidelines</p>
<p>
6 Develops Go-To-Market programs that complement major brand and product launches: ship launches brand campaigns and brand/policy announcements</p>
<p>
7 Our promotional landscape consists of anywhere from 5-10 promotions per month With the ever-changing environment this role is responsible for the creation of promotional campaigns to drive traffic and ultimately bookings during the key booking periods and distributes to sales team and our travel partners in a timely manner</p>
<p>
8 Analyze potential travel partner client needs and coordinate the development execution and follow-up of the sales portion of the strategies including the development of programs contests incentives and marketing materials Partner with Trade Strategy on product needs to develop and execute with dedicated incentives and/or trade contests</p>
<p>
9 Work with Special Events team on coordinating items marketing materials and collateral for bi-annual National Sales Meetings ship launches inaugural sailings or other events as needed</p>
<p>
10 Responsible for content management maintenance and creative direction on various trade websites our team oversees including but not limited to CruisingPowercom (home of our Trade Booking Platform- Espresso) Salesforce and LoyalToYouAlwayscom</p><br>
<p></p>
<p>
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position</p>
<p>
Employees will be required to perform any other job-related duties assigned by their supervisor or management</p><br>
<p></p>
<p>
FINANCIAL RESPONSIBILITIES</p>
<p>
List any responsibilities for budget expenses and/or achievement of revenue targets in US Dollars</p><br>
<p></p>
<ul><li>Assist Director and Associate Vice President with budgeting as needed on a project basis</li></ul><br>
<p></p>
<p>
QUALIFICATIONS:</p>
<ul><li>BA/BS degree from an accredited college required Sales Advertising Marketing or Business focus</li></ul>
<ul><li>Three to five years&rsquo; experience in promotional/marketing programs</li></ul>
<ul><li>Proficiency in PC and Mac environments a must including use of Microsoft Word Excel PowerPoint and Adobe</li></ul>
<ul><li>Excellent written and verbal communication skills are necessary</li></ul>
<ul><li>Experience in managing multiple tasks and projects at once</li></ul>
<ul><li>Strong customer service skills and creative thinking</li></ul>
<ul><li>Cruise industry experiences and/or creative agency experience a plus</li></ul>
<ul><li>Knowledge of email coding is a plus</li></ul>
<ul><li>Knowledge of analytics and reporting capability a plus</li></ul>
<ul><li>Programs used: Salesforce Adobe Experience Manager (AEM) Wrike Contentful Acoustic and Google Analytics on a daily basis</li></ul><br>
<p></p>
<p>
KNOWLEDGE AND SKILLS:</p>
<ul><li>Strong attention to detail grammar and ability to accurately proofread marketing materials</li></ul>
<ul><li>Ability to multitask in a fast-paced environment &amp; adaptable to constant change</li></ul>
<ul><li>Ability to meet deadlines</li></ul>
<ul><li>Ability to manage multiple tasks</li></ul>
<ul><li>Ability to solve practical problems &amp; deal with a variety of variables in situations where only limited standardization exists</li></ul>
<ul><li>Ability to use business and marketing knowledge to make decisions and get results</li></ul>
<ul><li>Ability to use multiple communication and interaction methods to collaborate effectively obtain results and develop customer champions</li></ul>
<ul><li>Skilled in identifying commons needs across business areas providing viable resolutions and customer service</li></ul>
<ul><li>Proficiency in communicating ideas marketing and promoting concepts</li></ul>
<ul><li>Must be resourceful with a &ldquo;yes we&rsquo;ll make it happen&rdquo; attitude</li></ul><br>
<p></p>
<p><b>
We know there's a lot to consider</b> As you go through the application process our recruiters will be glad to provide guidance and more relevant details to answer any additional questions Thank you again for your interest in Royal Caribbean Group We'll hope to see you onboard soon!</p><br>
<p></p>
<p><b><i>
The position is not eligible for work authorization sponsorship</i></b></p><br>
<p></p>
<p><b>
Agency and Third-Party Submissions</b>: Please note this is a direct search by the Company and applications through agencies and other third parties will not be accepted nor will fees be paid for unsolicited resumes Any unsolicited resumes will be considered the Company's property</p><br>
<p></p>
<p><i>
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race color religion sex age national origin disability sexual orientation sexuality gender identity or expression marital status or any other characteristic protected by law Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment</i></p><br>
</div></div></div></div><p><br>
<b>Nearest Major Market: </b>Miami</p></div>

Acct Exec, Trade Marketing

The Home Depot

<div><p><b>Position Purpose:
</b></p><p>Operations Experience Managers (Ops XM) are members of the store leadership team responsible for executing store standards, including customer service, department readiness, and operational processes. This role leads the Order Fulfillment team in executing best practices for picking, staging, and loading to ensure an excellent interconnected experience. The Ops XM drives operational excellence by physically executing inbound freight processes and auditing receiving procedures to verify SOP adherence. Additionally, they are responsible for implementing Shrink Action Plans within their areas of responsibility. The Ops XM performs Manager on Duty (MOD) functions - including safe opening and closing processes&mdash;strictly in accordance with established SOPs, escalating non-standard issues to the Store Manager or ASM. When serving as the MOD, they implement business decisions by partnering with appropriate resources and following SOPs. This position requires strict adherence to all timekeeping and break policies. Ops XMs provide input to store leadership on associate performance, talent planning, and selection. They coach and train associates on company policies, safety procedures, and customer service, while championing a safe working environment by ensuring associates complete training, correcting hazards immediately, and upholding all company safety standards.<br>
<br>
<b>Key Responsibilities:</b></p><ul><li>
30% - Customer Service / Experience - Service Leadership: Champion the GET culture by working alongside the team to model proper techniques and providing real-time coaching on the sales floor. Fulfillment Operations: Direct D93 (Receiving) and D94 (Order Fulfillment) workflows to ensure all orders are received, picked, and staged within Service Level Agreements (SLAs).Quality Assurance: Proactively prevent customer issues by auditing delivery orders for accuracy and quality standards. Conflict Resolution: Promptly resolve customer concerns to ensure satisfaction, while identifying and escalating complex issues to senior leadership when necessary. Recognition: Drive morale by identifying and rewarding great service behaviors using Bravos and Homers. Operational Standards: Ensure associates understand and execute in-stock maintenance and store appearance guidelines to support sales performance.</li><li>
30% - People - Talent Acquisition : Assist with recruitment and interviews to provide input to the Store Manager/ASM. Staffing &amp; Attendance: Monitor department staffing to address immediate coverage gaps and manage attendance variances. Training &amp; Compliance: Ensure D93/D94 training (KD) is current and drive engagement via HDPhone learning tools. Performance Management: Provide informal and formal performance-based coaching and provide performance observations to store management. Responsible for completing performance management documentation for review by the Assistant Store Manager. Coaching &amp; Development: Provide real-time feedback and maintain active Development Blueprints to improve sales, service, and product knowledge. Operational Execution: Conduct daily walkthroughs to validate safety, SOP adherence, RTV/ZMA audits, and inbound freight preparation. Employee Relations: Champion &quot;Voice of the Associate&quot; initiatives and actively resolve associate concerns consistent with company policy to maintain high engagement levels. Accountability: Enforce company policies and hold associates accountable for safety and operational standards.</li><li>
15% - Safety - Ensure strict adherence to hazmat procedures, SOPs, and Safety Matters guidelines : Immediately intervene to correct unsafe behaviors and recognize associates who demonstrate safe practices. Verify that all relevant safety checklists are completed on time and confirm that corrective actions are implemented. Model safe work practices and complete all assigned safety training. Guide associates on the proper use of Personal Protective Equipment (PPE) and safe lifting techniques. Enforce safe distances around Lift Equipment and ensure associates understand the correct policies. Maintain safe aisles and walking surfaces by keeping them clear of debris. Assist customers shopping in an unsafe manner to prevent injury. Immediately correct unsafe conditions and hazardous situations as they arise.</li><li>
25%- Shared Manager on Duty &ndash;Opening &amp; Closing Operations: Perform all Opening/Closing duties, including securing the building and balancing registers, in strict adherence to security SOPs. Team Alignment: Lead store kickoff meetings and walk each department to communicate tasks and ensure total store readiness. Operational Continuity: Conduct hand-off walks with the prior MOD and partner with the Store Manager/ASMs to validate daily priorities. Execution &amp; Compliance: Verify timely completion of store checklists and equipment safety inspections, ensuring immediate corrective actions are implemented. Merchandising Strategy: Review upcoming events and ads to determine required actions and partner with supervisors to ensure execution.</li></ul><p></p><p><b>
Direct Manager/Direct Reports:</b></p><ul><li>
This Position typically Reports to Operation Assistant Manager</li><li>
This position has 4 Direct Reports</li></ul><p></p><p><b>
Travel Requirements:</b></p><ul><li>
No travel required</li></ul><p></p><p><b>
Physical Requirements:</b></p><ul><li>
Requires intermittent periods during which continuous physical exertion is required, such as walking, standing, stooping, climbing, lifting material or equipment, some of which may be heavy or awkward.</li></ul><p></p><p><b>
Working Conditions:
</b></p><ul><li>Typically located in a comfortable indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lights.</li></ul><p></p><p><b>
Minimum Qualifications:</b></p><ul><li>
Must be 18 years of age or older</li><li>
Must be legally permitted to work in the United States</li><li>
Ability to work a flexible schedule, including nights, weekends, and overtime as needed.</li><li>
1 year of relevant work experience, including management of people and retail operations.</li></ul><p></p><p><b>
Preferred Qualifications:</b></p><ul><li>
 At least 1 year prior merchandising and/or operational experience.</li><li>
 At least 1 year leadership experience, preferably big box retail.</li><li>
Knowledge of the home improvement industry.</li></ul><p></p><p><b>
Minimum Education:
</b></p><ul><li>The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.</li></ul><p></p><p><b>
Preferred Education:
</b></p><ul><li>No additional education</li></ul><p></p><p><b>
Minimum Years of Work Experience:</b></p><ul><li>
2 + years of previous related work experience</li></ul><p></p><p><b>
Preferred Years of Work Experience:
</b></p><ul><li>No additional years of experience</li></ul><p></p><p><b>
Minimum Leadership Experience:
</b></p><ul><li>1+ year of previous leadership Experience</li></ul><p></p><p><b>
Preferred Leadership Experience:
</b></p><ul><li>1+ year of previous leadership Experience</li></ul><p></p><p><b>
Certifications:</b></p><ul><li>
None</li></ul><p></p><p><b>
Competencies:
</b></p><ul><li>Action Oriented</li><li>
Decision Quality
</li><li>Collaborates</li><li>
Self-Development</li><li>
Situational Adaptability</li><li>
Communicates Effectively</li><li>
Customer Focus</li><li>
Manages Conflict</li><li>
Develops Talent</li><li>
Manages Conflict</li></ul></div><p></p>

Operations Experience Manager

Carnival Cruise Line

<div><p>The Global Gaming Guest Services Agent is a shoreside role within Global Guest Insights &amp; Support in the Marketing organization. This position is responsible for delivering timely, professional support to casino guests before, during, and after each voyage, ensuring inquiries, requests, and concerns are resolved with accuracy and care.</p><p></p><p><br>
The agent exercises sound judgment when making comping and service decisions in alignment with company guidelines, leveraging onboard gaming activity and qualifying factors to ensure consistency, fairness, and an elevated guest experience. Serving as a central point of contact, the agent partners closely with cross‑functional teams including Reservations, Revenue, and shipboard casino operations, providing accurate guest information and proactive communication to support seamless casino programs and operations.</p><p></p><p><br>
In addition to daily guest support, the agent contributes to continuous process improvements and service excellence. Success in this role is measured by adherence to service level agreements (SLAs), accuracy of documentation and decisions, and contributions to key performance indicators such as backlog reduction and first‑contact resolution. and support targeted improvement initiatives aligned with Clinical Services priorities.</p><p></p><p><b><br>
Essential Functions:</b></p><ul><li><p>
Processes guest support for Win/Loss statements, W‑2G and 1099 statements, Lines of Credit, gaming wallet balances, and general casino‑related inquiries across all brands. Prepares, updates, and distributes weekly reports, guest lists, and casino credit lists, ensuring accuracy and timely delivery across all fleets. Supports continuous process improvements to enhance clarity, efficiency, and operational effectiveness. Serves as a backup resource for CRM (Zendesk) and ticketing platforms, assisting with system maintenance, updates, and operational needs as required. Consistently meets established service level agreements (SLAs), maintaining performance standards above 75% while delivering accurate, high‑quality guest service.</p></li><li><p>
Resolves escalated issues from reservations and shipboard casino teams related to casino offers, comp eligibility, and guest service concerns. Exercises sound judgment when evaluating exceptions, ensuring decisions align with company guidelines while supporting a positive guest experience. Provides guidance to internal partners by clarifying policies, explaining comp decisions, and reinforcing best practices. Identifies recurring issues or trends and escalates opportunities for process enhancements, system improvements, or targeted training to reduce repeat escalations and improve operational efficiency. Responsible to identifying patterns in escalations and document system errors and communication gaps. Examples include resolving disputed or missing casino offers/perks, reviewing comp eligibility based on guest play, correcting inaccuracies impacting guest benefits, addressing service recovery concerns, guest account or gaming wallet issues.</p></li><li><p>
Develops and maintains documented workflows and reference materials to support peer training and knowledge sharing supporting procedural guidance, workflow improvements, and a collaborative, guest‑focused team environment.</p></li></ul><p></p><p><b><br>
Knowledge, Skills &amp; Abilities:</b></p><ul><li><p>
Scope: The Agent, Global Gaming Guest Services serves as the primary shore‑side support for casino guests across the fleet, ensuring consistent service before and after each voyage. The role works closely with shipboard Casino and multiple shore‑side teams&mdash;including Reservations, Casino Marketing, and Finance&mdash;to process casino‑related requests, apply comping and credit guidelines accurately, and support guest satisfaction for our casino guests. In addition to direct guest support, the agent helps maintain operational accuracy, reporting, and systems (including backup administrative assistance with CRM/ticketing systems), acting as a key link between ship and shore to ensure alignment and smooth execution of our casino programs. Decision‑making and supporting Clinical Services in advancing excellence in practice.</p></li><li><p>
Problem solving: The role requires the ability to assess guest issues that often involve incomplete information, conflicting recollections, disputes, or time‑sensitive situations. The agent must interpret casino policies, review account activity, verify play history, and evaluate eligibility for offers or comps while maintaining fairness and consistency. Situations may involve coordinating with shipboard teams across different time zones, anticipating operational challenges, and resolving escalations from Reservations or casino leadership. The agent is expected to analyze data from multiple systems, identify discrepancies, and determine appropriate solutions that balance guest satisfaction with adherence to company guidelines. This requires sound judgment, attention to detail, and the ability to navigate ambiguity while upholding casino compliance standards.</p></li><li><p>
Impact: The Global Gaming Guest Services Agent has a direct impact on guest satisfaction, casino program effectiveness, and the overall reputation of Global Gaming Operations. The agent&rsquo;s ability to meet and exceed established service level agreements (SLAs) directly influences response and resolution times, guest confidence, and overall service quality. Serving as a key connection point between shipboard Casino and multiple shoreside departments, the agent supports compliance with casino policies and contributes to the seamless execution of casino information across all brands. By ensuring the accurate and timely processing of casino offers, credit requests, and pre/post‑voyage inquiries, the role supports casino initiatives while upholding service standards across the fleet. The quality, accuracy, and timeliness of the agent&rsquo;s work play a critical role in shaping guest loyalty, enhancing the onboard experience, and supporting the effectiveness of casino marketing efforts globally.</p></li><li><p>
Teamwork/cross functional collaboration: The Global Gaming Guest Services Agent collaborates closely with shipboard Casino and multiple shore side departments across all brands, including Accounting, Casino Events, Marketing, and the Call Center, to support seamless casino operations and guest service. The role requires clear, professional communication, strong coordination skills, and the ability to manage expectations while navigating established policies and casino processes. The agent works cross‑functionally to exchange accurate information, resolve inquiries, and support shared operational goals. Through consistent collaboration and attention to detail, the agent helps uphold service standards and ensures alignment across the broader Global Gaming Operations.</p></li></ul><p></p><p><br>
For all roles:</p><ul><li><p>
Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.</p></li><li><p>
Skills: Strong time management and organizational skills</p></li><li><p>
Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.</p></li></ul><p></p><p><b><br>
Qualifications:</b></p><p>
The role requires a strong foundation in guest facing service within fast paced, high volume environments, with demonstrated ability to handle sensitive or complex customer issues with professionalism and accuracy. Candidates must have solid knowledge of customer service best practices, including managing inquiries across multiple channels, navigating ambiguous situations, and applying policy-based decision making. Experience working with CRM or ticketing systems, as well as familiarity with operational workflows that involve cross‑department coordination, is critical. The role also requires comfort interpreting financial, transactional, or account-based information to support casino‑related processes. Success in this position depends on the ability to communicate clearly, maintain composure under pressure, and deliver consistent, detail-oriented support that aligns with organizational standards
</p><p>These qualifications represent the minimum, auditable requirements needed to successfully perform the duties of the role and to be eligible for recruitment or continued employment.</p><ul><li><p>
High school diploma or equivalent.</p></li><li><p>
Minimum of two years of experience in customer service, hospitality, or cruise‑related roles.</p></li><li><p>
Strong written and verbal communication skills.</p></li><li><p>
Proficiency with basic computer systems, CRM/ticketing platforms, and Microsoft Office applications.</p></li><li><p>
Ability to work in a fast‑paced, dynamic environment and adapt to ambiguity.</p></li><li><p>
Strong attention to detail and accuracy when handling guest information, financial data, or casino‑related documentation.</p></li><li><p>
Zendesk platform experience preferred.</p></li></ul><p></p><p><br>
Travel: No or very little travel likely</p><p>
Work Conditions: May be requested to work a different shift..</p><p>
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.</p><p></p><p><br>
This position is classified as &ldquo;remote.&rdquo; As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Carnival headquarters in Miami, FL for in-office collaboration. Sourcing of candidates is primarily done in Carnival&rsquo;s remote hubs of Orlando, Tampa, Atlanta, Houston, and Dallas. If the search is extended past those areas, candidates must be located in one of the following U.S. states: FL, GA, TX and NC</p><p>
Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.</p><p>
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival&rsquo;s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:</p><ul><li>
Health Benefits:<ul><li>
Cost-effective medical, dental and vision plans</li><li>
Employee Assistance Program and other mental health resources</li><li>
Additional programs include company paid term life insurance and disability coverage</li></ul></li><li>
Financial Benefits:<ul><li>
401(k) plan that includes a company match</li><li>
Employee Stock Purchase plan</li></ul></li><li>
Paid Time Off<ul><li>
Holidays &ndash; All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee&rsquo;s discretion.</li><li>
Vacation Time &ndash; All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.</li><li>
Sick Time &ndash; All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.</li></ul></li><li>
Other Benefits<ul><li>
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends</li><li>
Personal and professional learning and development resources including tuition reimbursement</li><li>
On-site Fitness center at our Miami campus</li></ul></li></ul><p></p><p><br>
#Corp</p><p>
#LI-Remote</p><p>
#LI-TM1</p><div>
<div><div><div><div><p>About Us</p>
<p>Carnival Corporation &amp; plc is the world&rsquo;s largest leisure travel company, our mission to deliver unforgettable happiness to our guest through our diverse portfolio of leading cruise brands and island destinations, including Carnival Cruise Line, Holland America Line, Princess Cruises, and Seabourn in North America and Australia; P&amp;O Cruises and Cunard Line in the United Kingdom; AIDA in Germany; Costa Cruises in Southern Europe.</p><br>
<p><br>
Join us and embark on a career that offers not only the chance to grow professionally but also the opportunity to be part of a global community that makes a difference.</p>
<div></div><p>In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.</p>
<div></div><p>Carnival Corporation &amp; plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical or sensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
</p><p></p><div>https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf</div>
<p>https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf</p></div></div></div></div></div></div><div></div>

Agent, Global Gaming Guest Services

Xanterra Travel Collection

<div>
 <strong>
  Overview
  <br/>
  <br/>
 </strong>
 <strong>
  Awarded World&rsquo;s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world&rsquo;s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world.
  <br/>
  <br/>
 </strong>
 <strong>
  Our Mission
 </strong>
 : We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
 <br/>
 <br/>
 <strong>
  Our Vision
 </strong>
 : Enriching people&rsquo;s perspective through inspired travel
 <br/>
 <br/>
 <strong>
  Our Values
 </strong>
 :
 <strong>
  W
 </strong>
 elcoming,
 <strong>
  I
 </strong>
 nnovative,
 <strong>
  N
 </strong>
 ow,
 <strong>
  D
 </strong>
 iscipline,
 <strong>
  S
 </strong>
 erve,
 <strong>
  T
 </strong>
 eamwork,
 <strong>
  A
 </strong>
 uthentic,
 <strong>
  R
 </strong>
 esponsible
 <br/>
 <br/>
 See what our team members have to say about this great opportunity!
 <br/>
 <br/>
 <ul>
  <li>
   "I appreciate the ability to work from home that many of my coworkers are well-traveled and respond quickly by phone and email. I get to be in touch with intelligent guests and agents from all over and together we craft dream trips they&rsquo;ll remember for life!"
  </li>
  <li>
   "I really enjoy that everyone here is willing to help each other. Everyone here is beyond ordinary!"
  </li>
  <li>
   "The support and understanding from upper management not just in our professional life, but personal life is amazing!"
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Full-time positions available to work remotely as long as you live in one of these states:
  <br/>
  <br/>
 </strong>
 <strong>
  AR, AZ, CO, FL, LA, MN, TX, and WI.
  <br/>
  <br/>
 </strong>
 Operations Agent is responsible for effective coordination of all booking aspects after creation. This can include manifesting, reservation accounting processes, irregular operations tasks, and other operational tasks as seen below.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Operational Tasks: Execute assigned tasks related to voyage processing, ensuring timely completion; handling Outbound and Inbound calls, chats, and emails; and SmartSheet interactions to effectively align bookings with voyages.
  </li>
  <li>
   Irregular Operations: Act as contact agent for TA/Guests to coordinate irregular operations.
  </li>
  <li>
   Manifesting: Assist with basic manifesting functions as assigned by the Documents &amp; Manifests lead.
  </li>
  <li>
   Reservations Accounting: Assist with basic accounting functions as assigned by the Res Accounting lead. This will include contacting TA/Guests for open and past due balances.
  </li>
  <li>
   Guest Support: Assist with overflow service calls during peak times in the Call Center as required.
  </li>
  <li>
   Booking Processes: Coordinate all aspects of bookings, from creation to completion, ensuring accuracy and efficient operations to meet company KPIs.
  </li>
  <li>
   Team Leadership: Coach and mentor Ops team members to improve performance and assist with onboarding new Ops team members.
  </li>
  <li>
   Other Duties as assigned by management.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent written and verbal communication skills.
  </li>
  <li>
   Ability to work collaboratively across departments and adapt to changing priorities.
  </li>
  <li>
   Strong organizational skills and ability to manage multiple tasks simultaneously.
  </li>
  <li>
   Self-starter with excellent task management skills
  </li>
  <li>
   Intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).
  </li>
  <li>
   Familiarity with or willingness to adopt AI-powered platforms (e.g., Copilot, automated workflows, data analysis tools) is a plus.
  </li>
  <li>
   Cruise or tour operations / reservations experience preferred.
  </li>
  <li>
   Preferred experience managing processes with timelines.
  </li>
  <li>
   Proficiency with Reservations and Operations systems (Seaware Core preferred)
  </li>
  <li>
   This position is expected to adjust work hours in cases of irregular operations, which likely will also require extended hours.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  BENEFITS:
 </strong>
 For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental &amp; Vision; HSA &amp; FSA; Life &amp; Disability; Accident, Hospital &amp; Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts &amp; Travel Deals.
 <br/>
 <br/>
 <strong>
  EEO:
 </strong>
 Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
 <br/>
 <br/>
 <strong>
  Work Environment:
 </strong>
 Remote work. Secure home office environment suitable for remote work without disruptions. Hardwire Internet connection required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
</div>


Operations Agent

Windstar Cruises

<div>
 <strong>
  Overview
  <br/>
  <br/>
 </strong>
 <strong>
  Awarded World&rsquo;s Best Small Ship Cruise line, Windstar Cruises is known for intimate yacht style experience and unique voyages to the world&rsquo;s best small ports and hidden harbors. Its three sailing yachts and four all-suite yachts carry just 148 to 342 guests and cruise around the world.
  <br/>
  <br/>
 </strong>
 <strong>
  Our Mission
 </strong>
 : We imagine and deliver personalized and immersive experiences 180 degrees from ordinary
 <br/>
 <br/>
 <strong>
  Our Vision
 </strong>
 : Enriching people&rsquo;s perspective through inspired travel
 <br/>
 <br/>
 <strong>
  Our Values
 </strong>
 :
 <strong>
  W
 </strong>
 elcoming,
 <strong>
  I
 </strong>
 nnovative,
 <strong>
  N
 </strong>
 ow,
 <strong>
  D
 </strong>
 iscipline,
 <strong>
  S
 </strong>
 erve,
 <strong>
  T
 </strong>
 eamwork,
 <strong>
  A
 </strong>
 uthentic,
 <strong>
  R
 </strong>
 esponsible
 <br/>
 <br/>
 See what our team members have to say about this great opportunity!
 <br/>
 <br/>
 <ul>
  <li>
   "I appreciate the ability to work from home that many of my coworkers are well-traveled and respond quickly by phone and email. I get to be in touch with intelligent guests and agents from all over and together we craft dream trips they&rsquo;ll remember for life!"
  </li>
  <li>
   "I really enjoy that everyone here is willing to help each other. Everyone here is beyond ordinary!"
  </li>
  <li>
   "The support and understanding from upper management not just in our professional life, but personal life is amazing!"
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Full-time positions available to work remotely as long as you live in one of these states:
  <br/>
  <br/>
 </strong>
 <strong>
  AR, AZ, CO, FL, LA, MN, TX, and WI.
  <br/>
  <br/>
 </strong>
 Operations Agent is responsible for effective coordination of all booking aspects after creation. This can include manifesting, reservation accounting processes, irregular operations tasks, and other operational tasks as seen below.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Operational Tasks: Execute assigned tasks related to voyage processing, ensuring timely completion; handling Outbound and Inbound calls, chats, and emails; and SmartSheet interactions to effectively align bookings with voyages.
  </li>
  <li>
   Irregular Operations: Act as contact agent for TA/Guests to coordinate irregular operations.
  </li>
  <li>
   Manifesting: Assist with basic manifesting functions as assigned by the Documents &amp; Manifests lead.
  </li>
  <li>
   Reservations Accounting: Assist with basic accounting functions as assigned by the Res Accounting lead. This will include contacting TA/Guests for open and past due balances.
  </li>
  <li>
   Guest Support: Assist with overflow service calls during peak times in the Call Center as required.
  </li>
  <li>
   Booking Processes: Coordinate all aspects of bookings, from creation to completion, ensuring accuracy and efficient operations to meet company KPIs.
  </li>
  <li>
   Team Leadership: Coach and mentor Ops team members to improve performance and assist with onboarding new Ops team members.
  </li>
  <li>
   Other Duties as assigned by management.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent written and verbal communication skills.
  </li>
  <li>
   Ability to work collaboratively across departments and adapt to changing priorities.
  </li>
  <li>
   Strong organizational skills and ability to manage multiple tasks simultaneously.
  </li>
  <li>
   Self-starter with excellent task management skills
  </li>
  <li>
   Intermediate proficiency in all Microsoft Office programs, with the ability to teach their primary usage(s).
  </li>
  <li>
   Familiarity with or willingness to adopt AI-powered platforms (e.g., Copilot, automated workflows, data analysis tools) is a plus.
  </li>
  <li>
   Cruise or tour operations / reservations experience preferred.
  </li>
  <li>
   Preferred experience managing processes with timelines.
  </li>
  <li>
   Proficiency with Reservations and Operations systems (Seaware Core preferred)
  </li>
  <li>
   This position is expected to adjust work hours in cases of irregular operations, which likely will also require extended hours.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  BENEFITS:
 </strong>
 For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental &amp; Vision; HSA &amp; FSA; Life &amp; Disability; Accident, Hospital &amp; Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts &amp; Travel Deals.
 <br/>
 <br/>
 <strong>
  EEO:
 </strong>
 Windstar is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.
 <br/>
 <br/>
 <strong>
  Work Environment:
 </strong>
 Remote work. Secure home office environment suitable for remote work without disruptions. Hardwire Internet connection required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
</div>


Explore 54+ Mgr onboard marketing ops in Miami this April. Find roles across top companies and apply now to boost your career.

54 mgr onboard marketing ops jobs In Miami

Mgr, Onboard Marketing Ops

Mgr, Onboard Marketing & Exp Strat

Acct Exec, Trade Marketing

Operations Experience Manager

Agent, Global Gaming Guest Services

Operations Agent

Operations Agent