Content Operations Supervisor

Job ID 10086 Location Miami, FL Date posted 03/07/2025

The Supervisor, Entertainment Experience – Content Management, supports the Senior Manager in overseeing content operations across 29 ships, managing 50 Shipboard Content Specialists and 4 Fleet Content Specialist. This role ensures the team is well-trained and effective in executing content strategies for communication, broadcasting, and digital signage while maintaining compliance with brand standards. Responsibilities include overseeing training programs, recruitment, and promotions.

The Supervisor collaborates with various departments to develop and execute content programs that enhance the cruise experience. They provide leadership to shoreside and shipboard teams, ensuring alignment with marketing and communication strategies. Additionally, the Supervisor supports administrative projects, assists in ship audits, and ensures compliance with company policies.

This role requires a proactive approach to problem-solving, a passion for guest satisfaction, and a commitment to high brand standards. The Supervisor acts as a liaison between the Senior Manager of Entertainment Experience and other stakeholders, fostering a high-performance culture focused on delivering exceptional guest experiences.

Essential Functions:

• Program, Operations & Innovation
• Content Support: Supervise the development and implementation of standard operating procedures for onboard content. Train and support Content Managers in using systems like SeaMS, SiteCore, Scala, Content Manager and Adobe InDesign. Oversee audits, update operational records, and troubleshoot issues, ensuring high standards are maintained.
• Content Management: Ensure compliance with content schedules and review audits. Collaborate on the Scala system and support the Entertainment Marketing team with printed collateral and asset uploads. Manage licensing logistics for sports, movies, and broadcasts, and oversee Mobile App and onboard printed publishing, ensuring all content meets brand standards.
• Record Keeping: Maintain comprehensive records of Content Managers, including performance evaluations and HR documentation. Identify performance patterns to support development and growth, providing guidance and mentorship.
• Scheduling: Work with the Entertainment Casting & Booking Team on scheduling. Facilitate interviews, onboarding, and coordinate fleet meetings, ensuring effective communication and team alignment.
• Brand Integrity and Training Quality: Ensure all training programs and materials align with Carnival's branding. Conduct spot checks, provide feedback, and update documentation to maintain consistency and effectiveness. Create resources such as checklists and handovers.
• Vendor Relationships: Coordinate with movie vendors and sporting networks for timely delivery and troubleshooting of schedules. Maintain strong relationships to ensure smooth operations.
• Innovation: Develop entertainment databases and implement enhancements for shipboard communications. Drive innovation to continuously improve content delivery and guest experience.
• Team Leadership & Development
• Fleet Leadership: Supervise 4 Fleet Content Specialists by conducting weekly one-on-one meetings, providing development feedback, and overseeing their travel and punch lists. Ensure they maintain and optimize standard operating procedures, daily functions, content, communications, operations, and branding and licensing guidelines. Address any questions or concerns from 50 shipboard Content Specialists, providing support and guidance.
• Career Development: Oversee the career development process for Content Specialists, including signing off on Tiers, managing promotions for levels 1-3, and conducting monthly meetings to ensure they have the necessary tools and support for success. Provide mentorship and development opportunities to help them grow in their roles. Team up with our career development team to deliver complete support and development opportunities for everyone.
• Cultural Essentials: Uphold and promote Carnival’s core behaviour’s, such as speaking up, respecting, and protecting, improving, communicating, listening, learning, and empowering. Encourage team members to share their insights, challenges, and suggestions to enhance collaboration and operational success, while proactively resolving conflicts.
• Team Environment: Actively engage in team meetings, projects, and brainstorming sessions to foster collaboration and idea sharing. Support a positive team environment by recognizing individual contributions and promoting mutual respect and support among team members.
• Collaborate
• Internal: Coordinate with shoreside teams (Entertainment Experience, Entertainment Revenue & Marketing, Guest Technology, Targeted Marketing) and onboard leaders (Content Specialists, Entertainment Directors, Hotel Directors, Guest Operations Leads). Work with senior leadership to address challenges and development plans.
• External: Liaise with vendors like IMAX and ESPN on movies, sports, and licensing agreements. Ensure communication, marketing, and brand compliance align with Carnival’s objectives by working with internal and external stakeholders.
• Leadership Communication: Maintain proactive communication with shoreside entertainment teams, directors and shipboard leadership. Act as a liaison for Content Managers to report concerns or suggestions for improvements.
• Cross-functional: Ensure alignment and consistency of shipboard communications across the fleet. Facilitate effective communication between shoreside and shipboard teams.
• Recruitment and Onboarding: Support Content Specialist recruitment, onboarding, and transition processes in partnership with the Casting & Booking team.
• Program Evaluation
• Feedback Analysis: Collect and analyze feedback from guests and shipboard personnel to identify improvements in onboard communication technology. Recommend enhancements to shoreside leadership to elevate the guest experience
• Quality Assurance: Review audits and signage requests from all hotel departments across CCL, ensuring timely issue resolution and compliance with standards. Ensure Content Specialists follow licensing schedules. Use ship audits to assess compliance and update operational records, suggesting improvements.
• Data Analysis & Reporting: Regularly review customer feedback and data to identify trends and areas needing improvement. Share these insights with the Entertainment leadership team to help refine processes and communications, enhancing guest experiences. Track key metrics, guest surveys, and feedback to improve service and satisfaction.
• Safety & Compliance
• Operational: Ensure Content Specialist operations comply with company policies and procedures. Update training programs to reflect current procedures and communicate changes effectively. Ensure safety and security information on crew cabin TVs and informational signage is accurate and up to date. Address discrepancies promptly to maintain a safe environment for crew members.
• Regulatory Compliance: Work with the Entertainment Experience Operations and Programming team to ensure compliance with Maritime Labor Convention (MLC) regulations regarding hours worked, breaks, and scheduling. Maintain the Content Manager Look Book to ensure uniform standards.
• Safety Practices: Review and refine safety practices, create, and enforce training programs, ensuring the highest level of guest and crew safety while maintaining operational integrity. Ensure teams are prepared to fulfil onboard safety-related duties.
• Compliance Adherence: Ensure full compliance with company policies and procedures, emphasizing safety protocols and operational standards as outlined by Global HESS (Health, Environment, Safety, and Security) guidelines.
• Financial Accountability
• Sourcing and Vendor Management: Support research, sourcing, and negotiation with vendors to ensure cost-effective solutions for onboard content and communication technology. Help identify and manage vendors for new and existing offerings, ensuring timely and efficient delivery of services and material.
• Revenue Performance: Collaborate with the shipboard entertainment team to achieve revenue targets through effective planning, resource management, and continuous performance monitoring. Use data insights and feedback analysis to optimize content strategies and enhance guest experiences, contributing to overall revenue growth.
• Travel and Expense: Manage personal and direct reports’ travel arrangements and expenses in line with Carnival Cruise Line’s policies. Ensure all travel is cost-effective and compliant and submit expense reports promptly.
  
  
  

Qualifications:

• Bachelor’s degree in Entertainment, Recreation, Tourism, Hospitality, Business, Digital Media, Graphic Design or User Experience (UX) Design
• 5 years in a similar role in content management, marketing, or a related field
• Proficient in Microsoft Office 365 applications, with advanced skills in Excel, Word Power Point, and online databases is a plus. Knowledge of InDesign, Scala, Sitecore and Content Management systems desired.
• Proven expertise in one or more areas such as cruise ships, hosted events, special events, show production, operation, music, comedy, and events, marketing, and communications. Desired Web Development experience with phyton & Json Files
• 2-4 years in a similar role or in previous experience preferably within the cruise industry or a similar environment preferred
  
  
  

Knowledge, Skills and Abilities:

• Attention to Detail: Proven track record in scheduling and planning and able to ensure accuracy to avoid scheduling conflicts and errors.
• Time Management: Strong ability to manage time efficiently to meet deadlines and keep projects on track.
• Data Analytics: Knowledge of how to leverage data to optimize operations and drive strategic decisions.
• Leadership: The ability to guide, motivate, and support team to achieve their best performance.
• Decision-Making: Making informed and timely decisions that benefit the team and organization.
• Project Management: Proficient in project management principles and capable of multitasking.
• Adaptability: Being flexible and able to adjust to changing circumstances and challenges.
• Diplomacy: Demonstrates professionalism and able to maintain confidentiality.
• Organization: Skilled in setting priorities and maintaining well-organized tasks and projects.
• Problem-Solving: Identifying issues and developing creative and effective solutions.
• Self-Directed: Capable of handling multiple tasks and projects independently.
  
  
  

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities. May need to stand for long periods of time.

Travel: 25-50% shipboard travel likely. Less than 25% non-shipboard travel likely.

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays. Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.

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’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
• Cost-effective medical, dental and vision plans
• Employee Assistance Program and other mental health resources
• Additional programs include company paid term life insurance and disability coverage
• Financial Benefits:
• 401(k) plan that includes a company match
• Employee Stock Purchase plan
• Paid Time Off
• Holidays – 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’s discretion.
• Vacation Time – 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.
• Sick Time – 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.
• Other Benefits
• Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
• Personal and professional learning and development resources including tuition reimbursement
• On-site preschool program and wellness center at our Miami campus
  
  
  

About Us

At Carnival Cruise Line, our mission is to consistently deliver safe, fun, and memorable vacations at a great value. As the world’s most popular cruise line, we offer a variety of unique experiences across our fleet, ensuring that every voyage is filled with excitement and discovery. From world-class entertainment and dining to exploring stunning destinations, we create lasting memories for our guests while maintaining a dedication to the places we visit and the lives we touch.

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.

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.

Carnival Corporation & 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.

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf