What are the responsibilities and job description for the Manager, Technical Operations position at Holland America Group?

Job Description

One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can't. The Love Boat promises something for everyone.

We're looking for an amazing Technical Operations Manager to fill this role, which is based in our Fort Lauderdale office. You'll be responsible for maximizing operational efficiency and excellence within the Sales team through technical implementations and performance evaluation. You'll lead a team of analysts, project managers, and process engineers to ensure seamless CRM operations and effective lead management processes. You'll be responsible for delivering key technical support for outbound sales and service teams across multiple global locations. Key responsibilities include providing leadership and guidance to the team, overseeing CRM support and operations, managing lead assignments and data flows, and supporting large-scale system transitions. Additionally, the manager collaborates with internal and external stakeholders to optimize CRM workflows, maintain data integrity, and support continuous improvements. The role also involves creating and updating training materials, overseeing lead assignment and utilization, driving process improvement initiatives, and enhancing reporting capabilities and workflow efficiency.

Here's a summary of what Princess is looking for in its Technical Operations Manager. Is this you?

Responsibilities

Team Leadership : Providing direct leadership to a team of analysts, project managers, and process engineers, fostering collaboration, and supporting professional development.
Reporting & Analysis : Generating ad-hoc reports, aligning reporting processes across locations, and ensuring consistent lead qualification and reporting accuracy.
CRM Support & Operations : Ensuring delivery of support for CRM systems (Siebel / Salesforce), troubleshooting issues, and supporting system transitions, including data migration and integration. Managing the implementation of Salesforce and other technology systems, coordinating project timelines and deliverables, and leading technology enhancement initiatives.
Lead Management & Logic : Managing lead assignments, qualifications, and data flows, overseeing monthly Do Not Call Registry checks, and handling onboarding / offboarding processes.
Process Improvement & Automation : Identifying and driving process improvement initiatives, collaborating with IT and sales leadership, and analyzing lead management processes to enhance reporting capabilities and workflow efficiency.
Collaboration & Change Management : Attending meetings with the CRM team, logging and tracking Jira tickets, and collaborating with cross-functional teams on change management initiatives.
Training & Documentation : Creating and updating training materials, coordinating with Learning & Development teams, and serving as the Subject Matter Expert for training updates and process changes.
Assist with Technical Support for Extole : Provide technical support during the startup phase and manage process flow changes for Extole.
Manage and Validate Monthly Headcount Approvals : Oversee and validate headcount approvals and tier changes across global locations.
Lead Sales-Related Pilot Programs : Serve as the lead for all sales-related pilot programs with technical requirements and participate as a member of key internal teams such as OB Sales / CVP, Sales & Service, and Customer 360 UI / UX.

Requirements

Bachelor's degree in business administration, Industrial / systems engineering, Operations Management, Marketing or equivalent experience.

5 years in CRM Systems development, troubleshooting, and reporting. Experience with systems such as Siebel and Salesforce are essential.

5 years in managing projects, including overseeing timelines, deliverables, and user acceptance testing (UAT).

3 years in lead management processes, including lead assignments, qualifications, performance analysis, and data flows.

3 years working with cross-functional teams on change management initiatives and technology enhancement projects.

Strong organizational skills and attention to detail, enabling effective management of multiple tasks and projects.

Excellent communication skills, both written and verbal, to work effectively with cross-functional teams and stakeholders.

Ability to create and update training materials and serve as a Subject Matter Expert (SME) for training updates and process changes.

Experience generating and analyzing reports, identify areas for process improvement, and make data-driven recommendations.

Ability to lead and inspire a team of analysts, project managers, and process engineers, fostering a collaborative and high-performing work environment.

Excellent communication skills, both written and verbal, to effectively convey information, provide updates, and engage with team members and stakeholders.

Ability to collaborate on change management initiatives, log and track Jira tickets, and conduct user acceptance testing (UAT) for system transitions.

Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Please note that this position is considered In Office and will be required to follow the Company's schedule of three days in the office per week (Tuesday - Thursday).

What You Can Expect

Cruise and Travel Privileges for You and Your Family

Health Benefits

401(k)

Employee Stock Purchase Plan

Training & Professional Development

Tuition & Professional Certification Reimbursement

Rewards & Incentives

Base Salary Range : $74,000.00 to $99,900.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture... Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at : https : / / www.princess.com / aboutus / culture-framework / .

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

Salary : $74,000 - $99,900

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