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.

This position will be working onsite from Miami.

Position Summary:

Royal Caribbean Cruise Line is seeking a highly organized and dynamic Project/Program Manager to join our Contact Center Analytics and Solutions Group. This individual’s primary responsibility will be ensuring the timely execution of projects and effectively communicating progress to upper management. The successful candidate will play a pivotal role in coordinating efforts across various teams, managing resources, and driving the successful implementation of key initiatives.

Essential Duties and Responsibilities:

• Project Execution and Management:
• Manage and oversee the execution of projects within the Contact Center Analytics team, ensuring timely delivery and adherence to project goals.
• Develop detailed project plans, timelines, and budgets, and track progress using project management tools such as JIRA.
• Communication and Reporting:
• Serve as the primary point of contact for project updates, providing regular progress reports to upper management and other stakeholders.
• Communicate project efforts, resourcing needs, and impacts/ROI effectively to ensure alignment with organizational goals.
• Team Coordination and Collaboration:
• Coordinate activities between various teams, including insight, development, and contact center technology teams, to ensure seamless project execution.
• Facilitate collaboration with external departments and third-party vendors as needed.
• Resource Management:
• Identify and address any resource gaps or constraints that may impact project delivery.
• Risk Management:
• Identify potential project risks and develop mitigation strategies to address them proactively.
• Ensure compliance with organizational standards and best practices in project management.
• Continuous Improvement:
• Implement best practices in project management to improve efficiency and effectiveness.
• Foster a culture of continuous improvement within the Contact Center Analytics team.

Qualifications, Knowledge, and Skills:

• Bachelor’s degree in project management, Business Administration, Information Technology, or a related field. Master’s degree preferred.
• PMP, PRINCE2, or similar project management certification is highly desirable.
• Proven experience in managing complex projects, preferably within a contact center or technology environment.
• Strong understanding of project management methodologies and tools, including JIRA.
• Excellent communication, leadership, and interpersonal skills.
• Ability to develop strategic plans and translate them into actionable projects.
• Strong problem-solving and analytical skills.
• Experience in managing resources and budgets effectively.
• Familiarity with speech analytics, automation technologies, and AI-driven solutions is a plus.
• Advanced Project Management
• Strategic Planning and Execution
• Excellent Communication and Reporting
• Team Coordination and Leadership
• Resource Management
• Risk Management
• Problem-Solving and Analytical Skills
• Continuous Improvement

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.

#LI-AZ1