Manager, Shore Excursions Operations Process & Optimization

The Shore Excursions Operations Process & Optimization Manager will support the day‑to‑day operation of the apportioned existing 2000+ excursions provided by 300+ partners in 60+ ports of call covering 20+ countries. Focused on improving operational effectiveness and enhancements, including tour dispatch and all other processes. The Manager will be the main point of contact for tour operators with regards to the shore excursion program, covering quality, safety, operational logistics, and communication with the shipboard teams. Essential Functions Provides operational support to the shipboard teams on issues escalated through the respective Fleet Ops Manager and accountable for overall performance of the ships assigned. Reviews and advises on shipboard policies, procedures and guidelines that ensure a safe and efficient working environment for the Shore Excursion staff. Continuously improves the tour dispatching process and all operational processes. Manages inventory, ordering and procurement of Carnival Adventures promotional materials, including booklets and branded items. Manages Ticketless (TourTix) deployment and maintenance operations; leads and collaborates on operational initiatives across Carnival Corporation exclusive ports and destinations, including auto‑assignment processes and inventory/allocation management, while partnering with Carnival Corporation sister brands to ensure aligned operations and revenue maximization opportunities. Serves as the main point of contact for tour operators with regards to the shore excursion program, managing the operational/logistic set‑up for each tour provided. Leads cross‑functional collaboration with Marketing, Product Development, IT and Operations teams, supporting product enhancements, IT initiatives and marketing efforts across print and digital collateral. Trains tour operators and guides on sales/service skills and emergency response. Responds to incidents, accidents and major guest complaints. Handles all itinerary changes and deviations, manages timely invoice processing and approvals, and customer service. Partners on safety factors pertaining to each shore excursion and ensures proactive prevention plans. Analyzes and recalibrates performance of all shore excursion offerings for quality, guest satisfaction and overall impact on the program. Partners with the Shorex Product Development Managers to make improvements. Performs site inspections to ensure service providers are performing as contracted and addresses issues accordingly. Monitors feedback on tour quality (tour operator’s quality of service) provided by guests via Qualtrics, Bazaar Voice, ICare and operational feedback received from the Shore Excursions teams. Compiles qualitative data and follows up with tour operators concerning quality and delivery to guests. Ensures delivery and quality of contracted services with every call. Maintains constant communication between shipboard teams and Tour Operators. Troubleshoots and resolves any Shore Excursion matters that may arise. Builds strong relationships with all service providers, outside entities, management and internal colleagues by implementing communication strategies that promote open, honest and effective dialogue. Knowledge, Skills & Abilities Scope: Responsible for day‑to‑day operational oversight of the Carnival Adventures shore excursion program across assigned ships and ports, ensuring consistent execution, service quality and safety standards. Acts as key liaison between shipboard teams, tour operators and shoreside stakeholders, with regular involvement in ship visits, port inspections and cross‑functional coordination. Makes real‑time decisions to resolve operational issues, including guest experience, logistics, vendor performance and itinerary changes. Provides recommendations to enhance processes, improve efficiency and performance. Problem Solving: Troubleshoots and resolves operational issues across shipboard and shoreside environments, including escalations from Fleet Ops Managers. Responds to incidents, accidents and major guest complaints; implements corrective actions and incident/accident follow‑up call processes with Tour Operators where required. Manages itinerary changes, deviations, payment discrepancies and customer service challenges in real time. Identifies operational inefficiencies in dispatching, tour execution and logistics; implements continuous improvement solutions. Analyzes guest feedback and operational data (Qualtrics, Bazaar Voice, ICare) to diagnose trends and address root causes. Ensures compliance with safety standards and proactively develops prevention plans. Impact: Drives operational efficiency and incremental revenue through proactive initiatives and process enhancements. Influences overall performance of assigned ships through direct operational support and accountability. Enhances guest satisfaction by improving tour quality, delivery and service consistency. Strengthens the shore excursion program through data‑driven performance analysis and recalibration of tour offerings. Supports successful execution of key programs including ticketless operations, inventory management and excursion delivery. Leadership: Serves as key liaison between shipboard teams, tour operators and shoreside leadership. Leads cross‑functional collaboration with Product Development, Marketing, IT and Operations teams. Mentors and supports shipboard teams; provides guidance on operational standards, policies and best practices. Provides training initiatives for tour operators and internal teams, including sales, service and emergency response. Acts as Manager on Duty and provides coverage for Fleet Ops Manager responsibilities as required. Facilitates communication strategies that promote transparency, alignment and strong stakeholder relationships. Leads virtual FAMs and knowledge‑sharing initiatives to elevate team performance. Qualifications Bachelor’s Degree in Management, Hospitality, Logistics, Business Administration. 8+ years of related experience, inclusive of 3‑5 years in logistics and quality assurance, preferably in the travel industry. Proficiency in Microsoft Word, Excel, Outlook, Publisher and PowerPoint. Project Management skills; ability to analyze large amounts of data, think critically and manage complex projects; tech‑savvy; soft and hard sales skills; adaptability to urgent shipboard operations. Travel: Less than 25% with shipboard travel likely. Work Conditions: Work primarily in a climate‑controlled environment with minimal safety/health hazard potential. Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Position Classification: This position is classified as “in‑office.” Employees work from a designated Carnival office in South Florida Monday through Thursday each week and may work from home on Fridays. Candidates must be located in or willing to relocate to the Miami/Ft. Lauderdale area. Benefits 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 employees receive days off for 8 company‑wide holidays, plus 2 additional floating holidays. Vacation Time – 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 employees receive time off based on hours worked, with a minimum of 84 hours/year. Additional vacation time earned with further tenure. Sick Time – Full‑time employees receive 80 hours of sick time each year; part‑time employees receive time off based on hours worked, with a minimum of 60 hours/year. Other Benefits: Complementary stand‑by cruises, employee discounts on confirmed cruises and special rates for family and friends. Personal and professional learning and development resources including tuition reimbursement. On‑site fitness center at the Miami campus. Carnival Corporation & Co. 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. #J-18808-Ljbffr Carnival Cruise Line