Manager - CareTeam & Inclusive Access Programs

Virgin Voyages•Plantation, FL

2d•Hybrid

About The Position

We’re looking for a strategic, compassionate, and operationally sharp Sr. Manager to lead two of our most human-centered functions — CareTeam Response and Accessibility & Universal Access. This human will oversee a team of six, including two Leads and three Accessibility Specialists, ensuring that every Sailor and Crew member — regardless of circumstance or ability — is met with exceptional care, dignity, and support at every touchpoint of the Virgin Voyages experience. This role operates at the intersection of people, policy, and operations. You’ll be equally comfortable building strategy and frameworks as you are rolling up your sleeves to support your team through a complex case or high-stakes emergency. You’ll own the vision, standards, and continuous improvement roadmap for both programs while serving as the primary escalation point, cross-functional partner, and internal policy voice for care response and accessibility across the organization. This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.

Requirements

Bachelor’s degree in Crisis Management, Emergency Management, Hospitality, Social Work, Public Administration, or a related field; Master’s degree preferred.
5+ years of progressive experience in crisis response, accessibility, guest services, or a closely related operational field.
3+ years in a people leadership role, with demonstrated experience managing both direct reports and cross-functional relationships.
Proven ability to develop and own program strategy, policy, and operational frameworks at an enterprise or multi-site level.
Deep knowledge of ADA compliance and accessibility best practices; familiarity with international accessibility regulations strongly preferred.
Exceptional interpersonal and communication skills — able to engage with empathy and authority across all levels of the organization.
Strong analytical and problem-solving skills with the ability to translate data and case insights into actionable strategy.
Comfortable operating in a fast-paced, globally distributed environment with shifting priorities and high-stakes situations.
Demonstrated commitment to diversity, equity, inclusion, belonging, and accessibility.

Nice To Haves

Cruise, maritime, or hospitality industry experience strongly preferred.
Experience managing both a care/crisis response function and an accessibility or accommodation program simultaneously.
Proficiency in Spanish, French, Italian, or Greek.
Certifications in Emergency Management, ADA Compliance, Mental Health First Aid, or related disciplines.
Familiarity with WCAG standards and digital accessibility requirements.

Responsibilities

Directly supervise and develop the CareTeam Response Lead and Accessibility & Universal Access Lead, providing consistent coaching, performance feedback, and career development support.
Provide indirect oversight of three Accessibility Specialists, ensuring workload balance, quality standards, and team cohesion across both functions.
Foster a team culture rooted in empathy, accountability, continuous learning, and psychological safety.
Set clear goals, priorities, and performance expectations aligned with departmental and brand-level objectives.
Serve as the primary escalation point for complex CareTeam cases and high-stakes accommodation requests that require senior judgment.
Own the long-term vision and strategic roadmap for both the CareTeam and Accessibility & Universal Access programs, ensuring they reflect best-in-class industry standards and Virgin Voyages’ brand values.
Identify gaps, trends, and opportunities across both functions through regular data review, case audits, Sailor and Crew feedback, and cross-functional input.
Lead the development, documentation, and ongoing refinement of SOPs, policies, and frameworks for both CareTeam response and accessibility accommodations.
Build scalable program infrastructure that can grow alongside the fleet and the business.
Represent both functions in senior leadership discussions, contributing data-driven insights and strategic recommendations.
Serve as the organizational subject matter expert and policy owner for CareTeam protocols and accessibility compliance, including ADA and applicable international regulations.
Ensure both programs remain fully compliant with regulatory requirements, proactively monitoring for changes in law or industry standards and translating them into updated internal policy.
Partner with Legal, Risk, and Medical teams to ensure CareTeam and accessibility policies are appropriately reviewed, documented, and enforced.
Lead or support bi-annual audits across shoreside and shipboard environments, using findings to drive policy updates and corrective actions.
Maintain a comprehensive understanding of WCAG 2.X and beyond standards, ensuring digital and physical accessibility commitments are met across the full Sailor journey.
Build and maintain strong working relationships with Sailor Experience, Voyage Services, Fleet Operations, Legal, Risk, Medical, HR, Learn & Grow, and Brand teams.
Serve as the primary internal advisor on all matters related to emergency care response and accessibility, ensuring both functions have a clear and respected seat at the table.
Collaborate with Learn & Grow to ensure CareTeam and accessibility training programs are current, impactful, and embedded consistently across shoreside and shipboard teams.
Partner with Terminal Operations and shipboard leadership to ensure real-time care and accommodation needs are supported operationally.
Represent Virgin Voyages externally with port agents, ground handlers, accessibility advocacy organizations, and emergency response partners as needed.
Oversee the end-to-end management of CareTeam deployments and accommodation request workflows, ensuring both functions are operating efficiently and consistently.
Monitor, track, and report on key metrics across both programs — including case volumes, response times, accommodation fulfillment rates, audit outcomes, and volunteer readiness.
Manage program budgets, resource allocation, and vendor/partner relationships in support of both functions.
Ensure on-call support structures are staffed, equipped, and operationally sound for 24/7 global coverage.