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Sr Dir, Crew Support & Exp

Royal Caribbean Group

Royal Caribbean Group

Customer Service
Miami, FL, USA
Posted on Saturday, February 24, 2024


Royal Caribbean Group comprises five distinctive brands that share a vision anchored in excellence. We have a common passion for creative thinking, innovative engineering and outstanding guest service that drives continuous improvement in everything we do. The entire Royal Caribbean family is committed to the legacy of hospitality and culture of innovation that is at the core of our guest service, the protection of our natural environment and responsible citizenship in our global community.


The Senior Director of the RCG Crew Support Team is responsible for driving the crew support experience and team efficiency toward world class support levels for our crew, across the globe. At home and at sea. This individual is seen as a business leader, responsible for inspiring, managing and growing a team, which includes all inbound and outbound activities related to servicing our crew inquiries and escalations, across the entire crew journey. This position will make data driven business decisions that demonstrate a high level of accountability in a rapidly changing business environment, ensuring the service levels and operational outputs exceeds our crew expectations. To be successful in this role, the candidate must demonstrate strong strategic vision, business acumen, collaboration, and leadership skills.


  • Create and drive the strategic vision for the Crew Support Contact Center to ensure operational efficiencies and high crew satisfaction.
  • Provide engaged leadership, including coaching and development, hiring, setting and monitoring of annual performance goals; drive and foster organization-wide performance standards, expectations and practices to support ongoing team member and process development.
  • Identify ways to automate or prevent incoming inquiries by collaborating with our Technology teams to create more self-servicing functionalities in our homegrown portal.
  • Develop and implement congruent management framework related to complaint and workforce management, consistent QA monitoring and training, staff growth and compensation plans.
  • Manages the overall operational activities ensuring that resources are allocated appropriately, and strategic goals are met in accordance with established metrics and business plans
  • Develop appropriate tools to provide coaching, development, and evaluation of employee performance to sustain a high performing, crew centric team.
  • Drives change and innovation while removing roadblocks within the Crew Support Contact Center by championing performance and efficiencies.
  • Develops and implements “best practice” operational processes with a strong emphasis on crew support, continuous improvement, and exceptional customer service.
  • Ensure all regulatory compliance requirements are met within this Support Operation, closely matching the requirements of our branded guest facing Contact Centers.
  • Partner with various functions including Data Management, Reporting, Technology and analysis. This role will be in a team that is expected to design, develop and execute management information as also capacity plans of our support center, which will help business drive informed decisions.
  • Develop data marts, developing what –if scenarios and capacity plans, working on different analyses to support the different business functions would also be part of the job role. In-depth business knowledge across the HR Operational functions within the cruise industry would be required to execute the job.
  • Lead a cross regional team of over a hundred agents, supervisors, and individual leaders that all drive the crew support and experience function at RCG. This is a global function supporting crew across the world, at home and at sea.
  • Strong understanding of the cruise industry and technical knowledge in the assigned functional area of a Contact Center specific to crew and their HR operational journey with the organization.
  • Develop and drive best practices across the teams in the assigned function.
  • Sets clear objectives, defining metrics and key milestones within the operating model as well to plan and organize work across the function.
  • Highly focused on providing the best Service Delivery model for our crew.
  • Responsible for delivery of high-quality support for our crew, ensuring all inquiries are handled within the established SLAs and KPIs of the Contact Center.
  • Translates Business Strategic Imperatives into solutions.
  • Business/Functional Lead across multiple portfolios spanning across two regions.
  • Develop and maintain relationships and work well with all levels of management.
  • Actively seeks input from other leaders, encourages and listens to different perspectives.
  • Uses networks inside and outside the business to provide support in delivering goals.
  • Builds a culture committed to the delivery of outstanding customer service and healthy, open, transparent, honest team environment.
  • Encourages sharing of knowledge and information across teams and leverages from experience and learning from others.
  • Ability to influence and negotiate at a leadership level for mutually positive outcome.
  • Establishes goals, success criteria and performance measures to evaluate the success of our global Crew Support Operations. Operational Effectiveness & Control is key.
  • Drive process re-engineering, improvements in existing delivery mechanism
  • Continuously review key risks and proactively institute controls in place to address the same.
  • Support and execute cost improvement strategies.

Financial Responsibilities:

  • Manages the entire Contact Center team in the Philippines, all roles, responsibilities, and cost as well as the team in Miami that supports the overall crew journey, experience, and support operations. The FTE budget for this operation is managed entirely by this individual.

Travel Budget:

  • Considering the leadership requirement in two regions, this individual will be required to travel to and from both regions on a quarterly basis.


  • Minimum of 15 years professional HR/employee relations experience and/or experience in Contact Centers. 10 years of which must have been in a supervisor/management position leading an HR function, Contact Center, or an equivalent combination of related training and experience.
  • Bachelor's Degree or equivalent in Human Resources Management or closely related field.
  • Master’s Degree preferred.


  • Ability to demonstrate in industry leading skills to provide RCG crew with the best support.
  • Ability to demonstrate strong leadership and stakeholder management skills.
  • Ability to reduce operating costs while improving efficiency.
  • Establish a sustainable platform for exponential customer satisfaction.
  • Extensive knowledge of Contact Center Operating models, organizational structures, required SLAs and KPIs
  • Ability to design, configure, and report processes catering to a well established contact center, supporting the unique function of a crew journey

Proficient in evaluating business problems and applications to develop enhanced business value and i