Senior Manager, Global Benefits

Journey with us! 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

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations and the best people Together we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests

The Royal Caribbean Group’s Total Rewards Team has an exciting career opportunity for a full time Senior Manager Global Benefits reporting to the AVP Global Benefits

The position is onsite and based in Miami Florida

The position is also not eligible for work authorization sponsorship

Position Summary:

Lead the transformation of Benefits Operations by optimizing service delivery reengineering end-to-end processes and leveraging technology including AI-enabled automation to streamline workflows improve response timeliness and first-contact resolution and elevate the employee experience This role also oversees the employee cruise benefits program and drives results through data-driven performance and financial management

Key Responsibilities:

• Benefits administration: Oversee day-to-day operations of Health and Wellness programs; execute and manage benefit spend; ensure compliance; implement/enhance programs
• Team leadership: Lead local and overseas teams handling high-volume benefits inquiries; develop talent through coaching and training; foster a collaborative environment
• Inquiry management & service delivery: Define and manage intake routing escalation and service metrics (timeliness first-contact resolution); monitor quality and performance via dashboards/analytics; expand self-service and automation to reduce cycle times and improve experience
• Employee cruise benefits program: Lead the Employee Cruise team and daily program administration; set monitor and report KPIs; drive continuous improvement through root-cause analysis workflow redesign standardization and rework reduction; strengthen communications self-service resources and proactive issue prevention in partnership with stakeholders
• Process improvement: Identify and deliver end-to-end process reengineering across benefits operations; implement best practices SOPs controls and continuous improvement routines
• AI & digital enablement: Partner with HR/IT/vendors to prioritize automation (workflow case routing data validation); apply AI for knowledge management inquiry triage and self-service; establish a scalable operating model with governance controls and change management; track and report value (productivity first-contact resolution backlog reduction)
• Vendor management: Manage vendors/TPAs; ensure performance and ROI; support contract negotiation and issue resolution to ensure seamless service delivery
• Data-driven management: Use analytics to guide decisions and continuous improvement; manage budgets and financials to ensure cost-effectiveness and value

Qualifications Knowledge and Skills:

Bachelor’s degree in Human Resources Business Administration

• or related field
7+ years in an operational role
• including 3+ years in management
Strong analytical problem-solving
• and financial management skills; comfort with data analysis
• Experience managing remote/overseas teams
• Benefits administration experience and knowledge of benefits programs/compliance requirements (preferred)
Excellent leadership communication
• and interpersonal skills; ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications:

• Lean/Six Sigma or other process improvement methodology experience
Vendor management ROI analysis
• and contract negotiation experience
• Experience building and managing service metrics to improve response times and first-contact resolution

Agency and Third-Party Submissions: 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

We know there's a lot to consider 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!