Job Description

We9re looking for an amazing Casino Call Center Senior Manager to fill this role. The Casino Call Center Senior Manager is a high-impact, enterprise-level leadership role accountable for the end-to-end performance of Princess Cruises9 global casino contact center ecosystem. This executive contributor will own the strategy, governance, and operational excellence of inbound casino guest support, outbound sales engagement, and global escalation management - spanning both internal teams and strategically selected BPO partners across multiple geographies.

This leader will architect and execute robust programs in training, quality assurance, KPI-driven performance management, and guest escalation resolution, setting a new standard for casino service delivery across the enterprise. A defining responsibility of this role is the ground-up design and launch of a new in-house casino service center in Miramar, FL - a flagship initiative that requires visionary leadership, cross-functional alignment, and disciplined project execution.

The Senior Manager will serve as the authoritative voice on casino contact center strategy, influencing C-suite and senior stakeholder decisions, while translating business objectives into measurable outcomes that elevate guest loyalty, maximize revenue per contact, and strengthen the Princess Cruises casino brand globally.

Here9s a summary of what Princess is looking for in its Casino Call Center Senior Manager. Is this you?

Responsibilities

• Global Casino Call Center Service Excellence & Escalation Management - Direct and oversee all global casino contact center operations, including inbound guest support, VIP concierge services, and multi-tier escalation management. Serve as the ultimate point of accountability for SLAs, guest satisfaction targets, and operational continuity across internal teams and BPO partners in multiple regions. Establish escalation frameworks and real-time decision-making protocols that protect high-value guest relationships and improve first-contact resolution.
• Training, Quality Assurance & Talent Development - Design, implement, and evolve enterprise-grade training curricula and QA programs that enforce brand standards, compliance requirements, and best-in-class service behaviors across all contact channels and geographies. Establish calibration processes, call-monitoring cadences, and performance-coaching frameworks. Build a culture of continuous learning and succession readiness through structured talent-development pipelines.
• Outbound Casino Sales & Guest Engagement Strategy - Architect and lead a high-performance outbound strategy targeting casino player segments with personalized, data-informed outreach. Partner with Casino Marketing, CRM, and Analytics teams to design campaigns that maximize reactivation, upsell, and revenue-per-contact metrics. Leverage player-behavior data and predictive modeling to drive conversion and deepen long-term guest loyalty.
• Innovation, Digital Transformation & Global Project Management - Identify and champion emerging contact-center technologies including AI-assisted routing, conversational AI, omnichannel platforms, and advanced analytics dashboards. Lead complex, multi-workstream projects from ideation through deployment, managing cross-functional stakeholders, vendors, and executive sponsors. Benchmark global best practices in casino guest services and translate insights into competitive advantage.
• Executive Reporting, Analytics & Continuous Improvement - Own the design and delivery of executive-level performance reporting encompassing KPIs, SLA attainment, revenue contribution, agent productivity, and guest satisfaction metrics. Develop insight-driven business cases to support headcount, technology, and operational investment decisions. Lead structured root-cause analyses and implement systemic process improvements that compound over time.
• New In-House Casino Service Center Development (Miramar, FL) - Lead the strategic design, operational buildout, and launch of Princess Cruises9 new internal casino contact center. Define organizational structure, staffing models, technology stack, and workflows. Establish performance baselines and ensure the center is fully operational and delivering against brand and business objectives from day one.
• Corporate Policies & Procedures Compliance - Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures, and any control-related responsibility for financial data entered, stored, or reported via business systems within the employee9s control. Ongoing obligation.

Requirements

• 5+ years9 experience in public relations, corporate communications, or a related field - preferably in the travel and/or hospitality industry and ideally in the cruise industry.
• Exceptional verbal, written, and presentation skills with the ability to influence senior stakeholders, board-level audiences, and frontline teams with equal effectiveness.
• Proven ability to set a bold, guest-centric vision and translate it into structured operational plans with accountable milestones and measurable outcomes.
• Outstanding relationship-building skills across diverse global teams, BPO partners, technology vendors, and senior leadership; ability to lead through influence without direct authority.
• Relentless focus on KPI attainment, continuous improvement, and holding self and teams to the highest standards of performance and integrity.
• Willingness to speak up, challenge the status quo, and make difficult decisions that advance guest outcomes and business performance.
• Demonstrated ability to lead organizations through transformation - including new technology adoption, structural redesign, and cultural change - while maintaining morale and momentum. Preferred
• Experience leading across international markets with sensitivity to cultural nuance in training, technology implementation, and quality assurance.
• Advanced ability to interpret complex performance data, construct executive-ready business cases, and convert insight into strategic action.
• Demonstrated commitment to succession planning, high-potential development, and building organizations that consistently outperform.
• Excellent verbal and written communication skills, with the ability to customize messages to specific audiences.
• Excellent interpersonal and team-building skills with the ability to adapt to change.
• Resourceful, problem-solving skills.
• Knowledge of industry regulations and trends, guest communications best practices.
• Computer proficiency and ability to work in multiple software applications including Word, Excel, Outlook, SharePoint, Teams, and other platforms. Creative, strategic thinker and writer with strong editing skills and a proven ability to create, own, and execute comprehensive communication plans.
• Exceptional attention to detail to ensure all communications are accurate, complete, clear, and align with the Princess voice and corporate style.
• Experience working directly with senior leadership.
• Ability to work a flexible schedule, including after hours on weekdays, as well as weekends and holidays.
• Ability to manage crisis situations. Operates with a sense of urgency and is action-oriented.
• Ability to work in a multicultural environment - demonstrates sensitivity, inclusiveness, and diplomacy.
• Operates with the highest level of integrity.
• Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Base Salary Range: $74,000 to $99.900. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates9 qualifications and experience uniquely.