Operations Manager I

Expected Salary: $ 83,000.00 - $104,000.00 per year. About us Metro Shore Services is recognized for its rich history of excellence in the cruise industry. Our focus on quality and innovation has raised the bar for the level of service delivered today. We are a nationwide, all-inclusive service provider for Cruise Terminal Management, Ship’s Agency, Stevedore Services, Ground Guest Services, Shore Excursions and Terminal Security Services. Our mission is to consistently deliver safe, efficient, innovative and environmentally responsible maritime operational solutions for our customers. Position Summary The Operations Manager I ensures seamless cruise day operations by leading staff, coordinating with external partners, and maintaining high standards of service, safety, and compliance. This role is pivotal in driving operational excellence, fostering strategic relationships, and ensuring client satisfaction across port and airport operations. Essential Duties and Responsibilities Leads cruise day operations at designated ports and airports, serving as the primary contact for cruise line guests and management. Builds and maintains strategic relationships with internal (Metro Shore) and external (Port Authorities, Terminal Security, Port Police, Airport personnel, Port Agencies, transportation vendors, etc.) customers. Collaborates with cruise line account managers to align operational plans, revise procedures, and ensure service excellence. Oversees recruitment, onboarding, and training of part-time hourly staff to meet client and internal standards. Manages staff scheduling using UKG system, ensuring alignment with operational templates and budget constraints. Monitors staffing levels and adjust in real-time to meet client parameters and optimize labor costs. Reviews and approves payroll post-operation, coordinating with HR on irregularities (e.g., retroactive pay, holiday pay). Ensures compliance with HR policies and procedures for all hourly staff. Compiles and submits turnaround operation reports to cruise line partners and internal teams. Attends port and airport operations meetings; disseminates updates to staff and leadership. Implements incremental revenue initiatives aligned with strategic goals. Ensures safety, security, and environmental compliance across all operations. Ensures staff maintain professional appearance and adhere to dress code standards as part of representing the company and cruise line partners. Holds self and team accountable for working safely and complying with all operational, regulatory, and company-specific programs, policies, and procedure. Investigates and report incidents/accidents to internal and cruise line stakeholders. Maintains organized documentation in shared folders for audit and future reference. Prepares and submits client invoice documentation to finance. Responds to client inquiries and complaints related to pier and airport operations within 24 hours. Enforces company policies and procedures across all operational areas. Performance Goal: Achieve 95% on-time staffing and operational readiness across all cruise day operations within the first 6 months. Adapts to changing schedules and operational needs, including availability on weekends, holidays, and travel via car, plane and other modes of transportation to support other port operations. Other duties as assigned by Regional Manager, CA for MSS. Qualifications Required: Education: Associate’s or Bachelor’s Degree in Business, Hospitality, or a related field. Experience: Minimum of 3 years in a travel or cruise-related industry in a supervisory or assistant manager role. Knowledge: Strong understanding of operational logistics and cruise line procedures. Working knowledge of labor scheduling systems (e.g., UKG). Skills: Proficiency in Microsoft Excel, Outlook, and Word. Elevated verbal and written communication skills. Strong ability to lead, train, and motivate hourly staff. Ability to manage payroll and ensure compliance with HR policies. Strong problem-solving and adaptability in dynamic environments. Commitment to delivering exceptional customer service. Preferred: Additional Experience: Experience working directly with cruise line operations, port authorities, or transportation vendors. Knowledge: Familiarity with transportation manifest systems and cruise line reporting protocols. Understanding of safety, security, and environmental compliance standards. Skills: Ability to resolve conflicts and coach staff through challenges. Proficiency in public speaking and stakeholder engagement Physical Demands & Work Environment Physical Demands: The physical demands described here represent those that are typically required to perform the essential functions of this position. This role requires the ability to see, hear, speak, stand, walk, bend and communicate clearly. Manual dexterity is needed for operating standard office equipment. The position may occasionally involve lifting items up to 10-50 pounds and may require travel to active work sites to meet accountabilities. Work Environment: Work is typically performed in a clean, well-lit, and climate-controlled office environment with low to moderate noise levels. Occasional visits to field locations may be required, including active job sites with varying weather conditions and potential exposure to noise, dust, and other occupational hazards. Safety protocols and personal protective equipment (PPE) are provided and required as appropriate. Paid vacation and holiday pay. Health, dental and vision (employee contribution required). 401(k) with company matching contribution. Employee Assistance Program (EAP). Pet insurance (employee contribution required). Why Join Us At Nautilus, our people are our most valuable asset. We foster a collaborative, inclusive environment where team members feel valued, supported and empowered to grow with us. Whether you are starting your career or looking for the next step, we are committed to investing in your development, offering clear pathways for advancement, ongoing training and leadership development. With operating areas across CA, FL, IN, NC, NJ, SC, TX and WA, we continue to impact diverse communities and industries. Nautilus International Holding Corporation and its subsidiaries areEqual Opportunity Employers . All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other legally protected status. If you require reasonable accommodation to apply for a position or to perform the essential functions of a role, please contact View email address on click.appcast.io. This job description is not intended to be an employment contract or guarantee of employment. Employment with Nautilus International Holding Corporation is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice. This job description may be modified at any time at the sole discretion of the company. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr