Manager - Shoreside Operations Support

The Gig:                                                
The Manager - Shoreside Operations Support within Shoreside Travel Operations will manage all aspects of our Shoreside Operations Support team with a focus on team and culture development, best practice implementation, and quality service delivery. This role will concentrate on ensuring smooth operations, developing best practices, and facilitating cross-departmental collaboration from shore to ship.

As the main point of contact between the business and operation support teams, you will ensure the effective, efficient, and synchronized launch of programs, promotions, and initiatives. The Shoreside Support Teams (Operations, Dining, and Sailing Club) are dedicated to delivering exceptional service for our Crew, Sailors, and First Mates while providing an outstanding level of service excellence. You'll create and maintain strong relationships and structured processes that contribute to Virgin Voyages' overall success. Your multitasking abilities, organizational skills, and professional presence will improve productivity and efficiency to ensure our various teams have maximum impact across the business.

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.

What You'll Be Up To:

• Hire, coach, and develop Crew within the Shoreside Operations Support Team

• Provide operational support to leaders throughout the business

• Demonstrate excellent communication skills in both verbal and written formats across all levels of the business, including Crew, Sailors, outside partners, Senior Leadership, and others as needed

• Serve as liaison between the Shoreside Support Team and our collaborative partners within the Center of Excellence, Hotel Operations, Loyalty, Commercial Services, and others as needed

• Directly support the Director of Voyage Travel Programs with daily operations and strategy for upcoming initiatives

• Manage cross-departmental needs while coordinating business priorities and teams' schedules

• Manage the performance of the Shoreside Support Team using key performance indicators, internal development tools, and personalized coaching

• Oversee weekly assignments across all teams to ensure effective coverage and scheduling

• Track metrics and create targets using internal systems and reporting

• Demonstrate significant flexibility in schedule with an ability to travel to ships, terminals, outports, and other areas both domestic and international as needed

• Demonstrate schedule flexibility, including occasional weekend availability to support operational needs

• Act as an ambassador of the Virgin culture, maintaining our standards of service both internally and externally

• Actively engage with new challenges and directives from leadership

• Perform other duties as needed

SuperPowers Required:

• Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance

• Exceptional communication skills and professional presence (both verbal and written)

• Ability to multitask across diverse focus areas

• Ability to establish a team environment by coordinating/cooperating with peers, sharing recognition, and supporting interdepartmental and company-wide objectives

• Effectively manage change and facilitate transitions

• Ability to develop and implement creative solutions for call center business challenges

• Highly-motivated, professional, service-oriented, with ability to work independently and adapt to change

• Demonstrated computer proficiency within Windows and Google environments, and ability to learn new programs quickly

• Bachelor's Degree

• Customer service experience is preferred, as is previous contact center experience

• Previous administrative experience is also preferred

• Ability to accurately perform data entry of both text and numeric information at a rate of at least 35 wpm from both spoken and printed sources

• Ability to perform work in a sitting position and to view a computer screen (including the ability to visually distinguish color) for extended periods (for up to an entire shift period notwithstanding scheduled breaks and lunches)

• Compliance with internal policies, guidelines and conduct standards

What Matters to Us:

At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.

Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.

Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.