The Operations Manager provides strategic leadership and direction to ensure efficient and effective operations of Cruiseco and Creative Crusing. This critical role is responsible for overseeing and optimising operational processes, systems, and teams. The Operations Manager plays a pivotal role in achieving organisational goals, enhancing productivity, and delivering exceptional service to customers and stakeholders.
As an Operations Manager – Cruiseco and Creative Cruising, you will be responsible for:
- Driving organisational excellence by developing and implementing best practices, standard operating procedures, and performance metrics to enhance the overall efficiency and effectiveness of the organisation.
- Lead the Cruiseco and Creative Crusing reservations team leaders to ensure standards and targets are monitored and attained across Call Centre teams.
- Customise training to increase product knowledge, sales and provide superior customer service and facilitate regular Odysseus training.
- Manage relationships with third party software providers to ensure efficient and effective operations. Includes online booking platform (Odysseus) and reservation telephony systems.
- Champion system upgrades and work with the Marketing department to ensure changes are effectively communicated to internal and external stakeholders. Complete user-based testing and roll out training for all new feature sets.
- Act as a point of contact for addressing any issues or disputes that may arise in the supplier relationship. Work collaboratively with suppliers to resolve problems efficiently.
- Maintain open and effective communication channels across departments and provide regular reports to senior management on operational performance, challenges, and opportunities.
- Coordinate requirements gathering from a variety of stakeholders to support technology roadmap initiatives.
To be successful in this role, you need the following
- Proven experience in a similar role for 2+ years
- Excellent knowledge and understanding of the Cruise industry
- Experience using Odysseus – cruise booking system
- Proven ability to manage a team using strong leadership qualities
- Ability to generate high level reports
- A strong attention to market trends, industry benchmarks, and emerging technologies that could impact the supplier landscape.