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. Essential Functions Provides operational support to the shipboard teams on issues escalated through the respective Fleet Ops Manager and is 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. Continues improvement of the tour dispatching process and focuses on the efficiency of all operational processes. Manages inventory, ordering and procurement of Carnival Adventures promotional materials and manages Ticketless (TourTix) deployment and maintenance operations. Serves as the main point of contact for tour operators with regards to the shore excursion program, manages the operational/logistic set‑up for each tour provided. Leads cross‑functional collaboration with Marketing, Product Development, IT and Operations teams to support product enhancements, IT initiatives and marketing efforts across both printed 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, management of 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 the 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 any issues. Monitors feedback on tour quality via Qualtrics, Bazaar Voice, iCare and operational feedback from the Shore Excursions teams. Compiles qualitative data and follows up with the tour operators concerning the quality of shore excursion provided. Ensures the delivery and quality of the contracted services at every call. Maintains constant communication between shipboard teams and Tour Operators, troubleshooting and resolving any Shore Excursion matters that may arise. Builds and maintains 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 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 a 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. 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 follow‑up processes with Tour Operators when required. Manages itinerary changes, deviations, payment discrepancies and customer service challenges in real time. Identifies operational inefficiencies in dispatching, tour execution and logistics and implements continuous improvement solutions. Analyzes guest feedback and operational data from Qualtrics, Bazaar Voice and iCare to diagnose trends and address root causes. Ensures compliance with safety standards and proactively develops prevention plans for shore excursion operations. Conducts site inspections and vendor performance reviews to address service gaps and contractual compliance. Impact: drives operational efficiency and incremental revenue through proactive initiatives and process enhancements, influencing overall performance of assigned ships. Enhances guest satisfaction by improving tour quality, delivery and service consistency and strengthens the shore excursion program through data‑driven performance analysis. Supports successful execution of key programs including ticketless operations, inventory management and excursion delivery. Leadership: serves as a 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, providing guidance on operational standards, policies and best practices. Leads 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. 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, manage complex projects, be tech‑savvy and adapt quickly to new products. Strong sales skills, awareness of internal and external customer needs and ability to operate in the urgent pace of 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. Location and Work Arrangement Position is classified as “in‑office.” Employees are required to work from a designated Carnival office in South Florida Monday through Thursday every week, with the option to work from home on Fridays. Candidates must be located in or willing to relocate to the Miami/Ft. Lauderdale area. Equal Employment Opportunity Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. We do 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. Benefits Health Benefits: Cost‑effective medical, dental and vision plans Employee Assistance Program & mental health resources Company‑paid term life insurance and disability coverage Financial Benefits: 401(k) plan with 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 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 employees receive time off based on hours worked, minimum 84 hours/year, with additional vacation time accruing with tenure. Sick Time – All full‑time employees receive 80 hours of sick time each year; part‑time employees receive time off based on hours worked, minimum 60 hours/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 fitness center at our Miami campus #J-18808-Ljbffr Carnival Corporation & plc