Manager Sr., Destination Experience & Operational Excellence

Carnival Corporation•Miami, FL

2d•Hybrid

About The Position

The Senior Manager, Destination Experience & Operational Excellence is responsible for elevating guest experiences and ensuring operational consistency across all Carnival-owned destinations. This role integrates two core pillars: 1. On-Premise Guest Experience: develop and manage differentiated on-island guest experiences, paid amenities, and product standards; coordinate cross-brand inventory allocation; oversee on-premise (day of call) sales operations; and partner with brands to maximize revenue, exclusivity, and guest satisfaction. 2. Operational Excellence & Standardization: drive the creation, deployment, and governance of standardized operational protocols and HESS systems. This role ensures alignment with corporate standards, regulatory requirements, and brand expectations, while delivering memorable guest experiences and building a cohesive operational culture globally. With cross-functional and cross-destination influence, the Sr. Manager plays a key role in shaping strategic investment roadmaps, optimizing P&L performance, and transforming destination operations for long-term scalability. Essential Functions: Guest Experience Standards & Paid On-Premise Product Leadership: Establish and maintain brand standards for paid experiences, amenities, FF&E, service levels, and product definitions across all corporate destinations. Ensure differentiation and elevated service delivery when competitor brands call on the same day. Guide local teams to execute consistent, high-quality guest experiences aligned with brand expectations and corporate safety requirements. Cross-Brand Coordination & On-Premise (day of call) Sales Optimization: Manage allocations and reallocation processes across brands for on-premise paid experiences. Oversee on-island sales operations, ensuring alignment with pre-booked Shorex products and maximizing conversion and utilization. Use analytical insights to support inventory decisions. Investment Planning, Capex Management & Project Delivery: Work with Port Directors, Brand teams, and General Managers to define investment roadmaps and capacity expansion opportunities. Build business cases and project manage approved investments from planning through deployment, including guest communications and go-live coordination. Operational Standardization & Policy Governance: Develop, implement, and enforce standardized operational guidelines for guest activities, general procedures, and destination-wide operations. Deploy and maintain a central platform for policies, procedures, and compliance documentation across all corporate destinations. Safety Systems, HESS-MS & Compliance: Conduct regular audits of HESS procedures, product safety, facility compliance, and guest experience. Maintain and enhance a standardized HESS Management System and ensure adherence to brand and regulatory standards. Provide training and tools that support safe operations and a culture of accountability.

Requirements

Knowledge of Microsoft (PowerPoint, Excel, Power BI including email & office tools).
Understanding of data analytics, with ability to make strong data modelling, and forecasting skills.
Proven experience in managing projects and multiple stakeholders within a corporate environment.
Ability to partner with various leadership levels and collaborate with remote employees.
Experience with tour operations or cruise/hospitality sectors.
Strong attention to detail and commitment to maintaining high guest experience standards.
Strong communication, organizational and management skills to drive the vision across different groups.

Nice To Haves

Master's Degree a plus.

Responsibilities

Guest Experience Standards & Paid On-Premise Product Leadership
Cross-Brand Coordination & On-Premise (day of call) Sales Optimization
Investment Planning, Capex Management & Project Delivery
Operational Standardization & Policy Governance
Safety Systems, HESS-MS & Compliance

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 with benefits 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 with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each 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