What are the responsibilities and job description for the Lead, Operational Strategy and Special Programs position at Royal Caribbean Group?
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The Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, Strategic Projects reporting to the AVP, Contact Centers.
This position will work onsite from Miami.
Position Summary
This role will report directly into the AVP, International Guest, Trade, and Global Casino Services, and will be stationed in the MIA Headquarters office at the Port of Miami. This role will be essential for the end-to-end planning, management, and implementation of people, process, and technology initiatives in support of IGTS objectives. Projects currently owned by this role is the optimization of the International Chat strategy, the development and roll out of the Call Center Technology Suite, and APAC Telephony transition and stabilization to MNL- to name a few. Responsibilities include defining strategy, scope, project structure, roles, and responsibilities; documenting business requirements and success criteria; and coordinating training. The Lead will also define measurements, KPIs, and reporting requirements, along with go-live planning and early life support.
The key skills for this role are strong communications (verbal and written) strategic & critical thinker, analytically minded, flexible, sound business principles, and very strong degree of determination. This role will have a low level of international travel associated with engaging our various global contact centers (potentially 2-3x per year).
Essential Duties And Responsibilities
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.
The Royal Caribbean Group’s Consumer Outreach team has an exciting career opportunity for a full time Lead, Strategic Projects reporting to the AVP, Contact Centers.
This position will work onsite from Miami.
Position Summary
This role will report directly into the AVP, International Guest, Trade, and Global Casino Services, and will be stationed in the MIA Headquarters office at the Port of Miami. This role will be essential for the end-to-end planning, management, and implementation of people, process, and technology initiatives in support of IGTS objectives. Projects currently owned by this role is the optimization of the International Chat strategy, the development and roll out of the Call Center Technology Suite, and APAC Telephony transition and stabilization to MNL- to name a few. Responsibilities include defining strategy, scope, project structure, roles, and responsibilities; documenting business requirements and success criteria; and coordinating training. The Lead will also define measurements, KPIs, and reporting requirements, along with go-live planning and early life support.
The key skills for this role are strong communications (verbal and written) strategic & critical thinker, analytically minded, flexible, sound business principles, and very strong degree of determination. This role will have a low level of international travel associated with engaging our various global contact centers (potentially 2-3x per year).
Essential Duties And Responsibilities
- Engage in constructive debate to challenge the status quo and must possess excellent time management and organizational skills to coordinate with stakeholders across multiple regions and time zones.
- Strong stakeholder management at all levels is essential, as is the ability to translate complex business problems into clear explanations.
- This position requires balancing detailed execution with high-level strategic thinking, focusing on preemptively managing risks and issues.
- Collaboration with various teams, including Contact Center Data Analytics, Marketing, eCommerce, and Operational Leadership, is vital.
- Bachelor’s degree with a concentration in Engineering, Project Management or related field, or equivalent experience.
- PMP certification considered a plus.
- 5 years of experience in managing projects of 15 or more teams of internal and external resources.
- 3-4 years of project planning and best practice development following a standardized project lifecycle process
- Experience managing full project lifecycles in some of the following: construction, manufacturing, plant repair/maintenance, technical project procurement, inventory and production control, IT
- Ship or land construction experience preferred
- Experience with standard project planning and management tools (Microsoft Project and Primavera).
- Solid written and verbal communication skills. Must communicate at all levels of the organization
- Excellent organizational and presentation skills.
- Detail oriented with excellent analytical and spreadsheet modeling skills.
- Ability to multi-task in a fast-paced environment.
- Must be willing to travel as required by project (probably 0-15%)
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.
