Royal Caribbean Customer Service Jobs (NOW HIRING)

• Operational Leadership & Service Delivery

• Provide strategic and operational leadership for the global Crew Travel & Logistics function, ensuring reliable, efficient, and compliant execution across all crew travel operations.

• Lead the day-to-day operational performance of Crew Air Operations, Crew Accommodations, Ground Transportation, Port Agent coordination, Travel Expense Management, and supporting logistics services.

• Ensure crew members arrive safely, compliantly, and on time to vessels worldwide while maintaining high service standards and operational reliability.

• Establish operational governance, service-level agreements, performance standards, and leadership routines that promote accountability, consistency, and operational excellence.

• Translate enterprise priorities into operational strategies that improve scalability, execution, workforce productivity, and business performance.

• Partner with executive leadership to continuously evolve the Crew Travel & Logistics operating model in support of organizational priorities and future business growth.

• Own the operational performance framework for Crew Travel & Logistics through meaningful KPIs, dashboards, analytics, and business insights that improve operational performance, cost stewardship, workforce productivity, and crew experience.

• Lead a global travel operation with significant annual spend, balancing financial stewardship with operational readiness and service excellence.

• Partner with Finance on forecasting, budgeting, financial planning, and investment decisions that support long-term operational success.

• Leverage analytics to identify trends, operational risks, cost-saving opportunities, and improvement initiatives that strengthen business performance.

• Drive accountability for operational and financial results across the organization through disciplined performance management.

• Lead enterprise transformation initiatives that modernize Crew Travel & Logistics through automation, digital capabilities, process optimization, and technology-enabled solutions.

• Partner with Technology, Digital, HRIS, and cross-functional stakeholders to define business requirements and deliver scalable future-state capabilities.

• Evaluate operating models and challenge the status quo by simplifying processes, eliminating waste, and improving end-to-end operational effectiveness.

• Champion a culture of continuous improvement by leveraging analytics, emerging technologies, employee insights, and industry best practices.

• Lead organizational change initiatives that ensure successful adoption of new processes, systems, and ways of working.

• Develop strategic operational partnerships that strengthen the global Crew Travel & Logistics ecosystem.

• Partner closely with Procurement to establish operational requirements, service expectations, and performance standards for airline, hotel, transportation, and logistics partners.

• Establish vendor governance, operational scorecards, and performance reviews that drive accountability, service quality, innovation, and continuous improvement.

• Ensure operational readiness and service continuity through effective oversight of strategic travel partners.

• Monitor marketplace trends and emerging technologies to identify opportunities that enhance operational performance and long-term business value.

• Build, coach, and develop a high-performing leadership team capable of leading through growth, complexity, and organizational change.

• Foster a culture of accountability, collaboration, innovation, operational excellence, and continuous improvement.

• Develop organizational capability through succession planning, leadership development, and employee engagement.

• Empower leaders to leverage data, critical thinking, and business insight to proactively solve problems and improve organizational performance.

• Create an environment that encourages ownership, collaboration, and continuous learning across a globally distributed organization.

• Bachelor's degree in Business Administration, Operations, Supply Chain, Finance, Hospitality, Aviation, Human Resources, or a related discipline (or equivalent experience).

• Minimum of 10 years of progressive leadership experience leading large-scale, complex operational organizations.

• Demonstrated success leading global, high-volume travel, airline operations, logistics, workforce mobility, or comparable service organizations.

• Experience leading leaders across multiple operational functions within a complex global environment.

• Proven success driving operational excellence, business transformation, automation, or enterprise process improvement initiatives.

• Strong financial acumen with experience managing large operational budgets and driving cost optimization.

• Exceptional analytical, strategic planning, organizational leadership, and executive communication skills.

• Demonstrated ability to influence senior executives and build highly effective cross-functional partnerships.

Preferred:

• Experience leading commercial air travel operations, crew travel, workforce mobility, hospitality, or enterprise travel management.

• Experience implementing enterprise technology, automation, AI-enabled capabilities, or digital transformation initiatives.

• Experience developing executive dashboards, KPI frameworks, operational governance, and performance management systems.

• Lean Six Sigma, Operational Excellence, Continuous Improvement, or equivalent certification.

• Experience managing complex global vendor relationships and strategic partnerships.

• Bilingual (English/Spanish) preferred.

• Deliver operational excellence while setting the strategic direction for the future of Crew Travel & Logistics.

• Balance operational execution with long-term transformational thinking.

• Build scalable capabilities that support organizational growth and evolving business needs.

• Develop high-performing leaders and foster a culture of accountability, collaboration, and continuous improvement.

• Leverage data, analytics, and business insight to influence decisions and improve operational performance.

• Build trusted partnerships across the enterprise and with external providers to elevate service delivery and the crew experience.

• Lead with a continuous improvement mindset, challenging the status quo while creating practical, sustainable solutions that deliver measurable business results.

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!

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.

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