Manager, Loyalty Member Support

Private Destinations•Miami, FL

2h•Hybrid

About The Position

The Manager, Loyalty Member Support connects the Carnival Rewards program with the teams who interact with members. The role owns how contact center agents, guest services, guest care and shipboard teams are trained, equipped and supported on the loyalty program, and manages the feedback loop that turns member feedback into prioritized fixes, clearer policy and better outcomes. The position builds and maintains the loyalty training curriculum, agent-facing knowledge base and documented exception-handling policy, and serves as the senior loyalty subject-matter expert for complex member escalations. The posting describes this as a pre-approved role consolidating and upgrading loyalty support responsibilities within the Loyalty organization. The role determines whether teams representing Carnival Rewards are equipped to serve members. It is accountable for training quality, knowledge accuracy, consistent exception policy and routing frontline-identified problems to teams able to resolve them. It must influence operational leaders across shoreside and shipboard environments without direct authority, distinguish between training, policy, content and platform issues, and exercise sound judgment on exceptions when documented policy does not clearly apply. The position is classified as in-office. Employees work from a designated Carnival office in South Florida Monday through Thursday and may work from home on Fridays. Candidates must be located in or willing to relocate to the Miami/Ft. Lauderdale area. Travel is 25–50%, with shipboard travel likely. Work is primarily in a climate-controlled environment with minimal safety or health hazard potential; the role requires remaining stationary at a desk and/or computer for extended periods. Carnival describes its mission as delivering safe, fun and memorable vacations at great value. The company also expects integrity, honesty, respectful treatment of others, support for an ethical and compliant culture, and willingness to speak up about misconduct or concerns.

Requirements

At least 5 years of experience in contact center operations, guest care, training and development, or member/customer experience.
Demonstrated ability to build training content and knowledge assets from scratch.
Strong command of contact center metrics and ability to use them to build a case for operational change.
Excellent written communication skills, with ability to create unambiguous and accurate agent-facing and member-facing content.
Proven ability to influence without authority across operations, technology and shipboard teams.
Bachelor’s degree in Business, Communications, Hospitality or a related field, or equivalent experience.
Experience developing and deploying SOPs, training curricula and operational playbooks across multi-site or multi-channel environments.
Experience serving as an escalation point for complex customer or member issues.
Experience designing and governing exception or discretionary-adjustment policies with defined approval thresholds.
Experience analyzing contact drivers and verbatims to develop a prioritized improvement agenda.
Experience supporting launch or peak-period readiness, including war-room operations.
Must be located in or willing to relocate to the Miami/Ft. Lauderdale area.
Must be able to remain stationary at a desk and/or computer for extended periods.

Nice To Haves

Exposure to loyalty programs is strongly preferred.
Cruise or hospitality operations experience is a plus.
Shipboard travel is likely.

Responsibilities

Own the loyalty training curriculum for new-hire onboarding, recurring refreshers and platform-release change training, including development, delivery and post-change certification.
Own and maintain the agent-facing knowledge estate—including knowledge articles, FAQs, macros and decision trees—and align it with member-facing self-service content.
Maintain the training calendar and readiness materials for contact center, guest services, guest care and shipboard audiences.
Serve as the tier-2 loyalty expert for complex member cases and document resolution patterns for frontline reuse.
Define, document and maintain exception policies for scenarios such as status upgrades, manual point adjustments and tier disputes, including approval thresholds and audit trails.
Monitor exception volumes and patterns for process gaps, inconsistency or misuse, and recommend corrective action.
Capture recurring themes from frontline contacts and member verbatims, quantify member and operational impact, and submit a prioritized issue list to the Loyalty Technology intake process.
Track submitted issues through resolution and communicate outcomes to frontline teams.
Monitor loyalty contact drivers, handle time, first-contact resolution and member satisfaction; identify root causes and drive targeted interventions.
Represent loyalty subject-matter expertise in quality-assurance calibration sessions with contact center leadership.
Lead support readiness for launches, releases and peak periods, including readiness checklists, war-room coverage and daily issue digests during critical windows.
Influence and drive adoption of standards across contact center, guest services, guest care and shipboard teams, and represent the member perspective in cross-functional forums.

Benefits

Annual cash bonus program for non-sales roles.
Cost-effective medical, dental and vision plans.
Employee Assistance Program and other mental health resources.
Company-paid term life insurance and disability coverage.
401(k) plan with company match.
Employee Stock Purchase plan.
Eight company-wide holidays plus two floating holidays for full-time and part-time employees with benefits.
Vacation time, with full-time employees at manager level and below starting at 14 days per year; additional vacation accrues with tenure.
Annual sick time for full-time employees.
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.