Director Call Center Operations, North America and Australia

Carnival Corporation•Miami, FL

30d•Onsite

About The Position

JOB SUMMARY: The Director of Customer Service Solutions and Operations is accountable for delivering Cunard’s White Star Service while directly driving revenue growth, guest retention, and lifetime value across North America and supported international markets. This role leads a high-performing customer service organization designed to convert demand, maximize ancillary revenue, and protect premium brand equity through every guest interaction. The Director owns commercial performance across the contact center, including conversion, upsell, retention, and recovery, while overseeing the successful partnership and ongoing performance management of Cunard’s offshore service provider, Arise. By embedding a strong commercial mindset, disciplined KPIs, and continuous training, this role ensures customer service is a strong global growth engine for Cunard. ESSENTIAL FUNCTIONS: Own customer service as a profit center, accountable for revenue generation, margin improvement, and cost-to-serve optimization. Drive booking conversion, yield, ancillary attachment, and financial performance while managing budgets, forecasting, and resource allocation to ensure scalable and efficient operations. Lead the end-to-end service operating model across onshore and offshore teams, with executive ownership of the Arise partnership. Ensure service quality, productivity, training standards, and commercial effectiveness are consistently delivered at scale, while optimizing the offshore mix to support both cost efficiency and revenue outcomes. Ensure Cunard’s White Star Service standards are delivered consistently across all customer touchpoints, positioning service excellence as a commercial enabler of premium growth. Protect brand integrity while empowering teams to deliver empathetic, confident, and elevated guest experiences that reinforce loyalty and advocacy. Design and execute strategies to increase guest lifetime value through premium accommodation upgrades (including Grill Suites), bundled and ancillary offerings, pre- and post-cruise packages, and retention initiatives. Lead save-the-sale, recovery, and re-engagement efforts that convert service interactions into incremental revenue. Design and execute strategies to increase guest lifetime value through premium accommodation upgrades (including Grill Suites), bundled and ancillary offerings, pre- and post-cruise packages, and retention initiatives. Lead save-the-sale, recovery, and re-engagement efforts that convert service interactions into incremental revenue. Establish and track KPIs across revenue, service quality, retention, and partner performance. Use data, guest feedback, and operational insights to drive continuous improvement, inform training and incentive alignment, and surface trends that influence policy, product, and commercial strategy. Performs other duties as assigned Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control

Requirements

5+ years of progressive leadership experience in customer service, sales, commercial operations, or revenue-generating service environments within hospitality, travel, luxury, or adjacent industries
Direct experience working with travel partners and managing partner-facing service or sales relationships
Proven experience leading and developing teams, including coaching leaders and frontline specialists
Experience driving measurable outcomes across revenue, conversion, retention, service quality, and cost-to-serve
Experience operating in a matrixed, cross-functional environment, partnering closely with Commercial, Sales, Marketing, Revenue Management, and Operations as well as other global partners
Experience supporting or leading outsourced and/or offshore service models preferred
Proven senior leadership capability with the ability to influence, motivate, and hold teams accountable to both commercial and service objectives
Strong commercial acumen with the ability to manage a customer service organization as a profit and cost center
Demonstrated ability to embed coaching and performance management practices that drive conversion, upsell, retention, and service quality in real time
Excellent verbal, interpersonal, and written communication skills, with the ability to communicate effectively with senior leadership, cross-functional partners, and external stakeholders across multiple locations
Strong organizational, prioritization, and execution skills, with the ability to manage multiple priorities in a fast-paced, performance-driven environment
Advanced judgment and decision-making skills, including the ability to resolve complex and escalated issues with financial, operational, and reputational implications
Strong analytical and problem-solving capabilities, with experience translating data and insights into operational and commercial improvements
Proven ability to lead and support distributed and virtual teams using collaborative tools and performance management frameworks
High level of technical proficiency and ability to leverage customer service, CRM, reporting, and performance management systems effectively
Demonstrated adaptability and comfort operating in environments with evolving priorities, operating models, and performance expectation
Understanding of workplace policies and procedures
Familiarity with team collaboration tools and techniques.
Strong time management and organizational skills
Ability to maintain reliable and consistent attendance
Capacity to be punctual and meet deadlines
Ability to collaborate effectively with colleagues and work as part of a team
Demonstrated professionalism in all interactions and tasks.

Responsibilities

Own customer service as a profit center, accountable for revenue generation, margin improvement, and cost-to-serve optimization.
Drive booking conversion, yield, ancillary attachment, and financial performance while managing budgets, forecasting, and resource allocation to ensure scalable and efficient operations.
Lead the end-to-end service operating model across onshore and offshore teams, with executive ownership of the Arise partnership.
Ensure service quality, productivity, training standards, and commercial effectiveness are consistently delivered at scale, while optimizing the offshore mix to support both cost efficiency and revenue outcomes.
Ensure Cunard’s White Star Service standards are delivered consistently across all customer touchpoints, positioning service excellence as a commercial enabler of premium growth.
Protect brand integrity while empowering teams to deliver empathetic, confident, and elevated guest experiences that reinforce loyalty and advocacy.
Design and execute strategies to increase guest lifetime value through premium accommodation upgrades (including Grill Suites), bundled and ancillary offerings, pre- and post-cruise packages, and retention initiatives.
Lead save-the-sale, recovery, and re-engagement efforts that convert service interactions into incremental revenue.
Design and execute strategies to increase guest lifetime value through premium accommodation upgrades (including Grill Suites), bundled and ancillary offerings, pre- and post-cruise packages, and retention initiatives.
Lead save-the-sale, recovery, and re-engagement efforts that convert service interactions into incremental revenue.
Establish and track KPIs across revenue, service quality, retention, and partner performance.
Use data, guest feedback, and operational insights to drive continuous improvement, inform training and incentive alignment, and surface trends that influence policy, product, and commercial strategy.
Performs other duties as assigned
Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures and any control related responsibility for financial data entered, stored, or reported via business systems within employee’s control