Job Summary:The Manager, New Experience Development is responsible for converting approved products and concepts into operationally executable, high-quality guest experiences delivered seamlessly onboard and ashore. This role owns the delivery design, pilot execution, and operational readiness of new experiences, ensuring they are scalable, repeatable, and successfully adopted across the fleet.
As part of the cross-functional New Experiences Task Force, the Manager partners closely with Product Development, Marketing, and Operations teams to translate approved product definitions into detailed execution models. This role is accountable for how experiences are delivered once approved-balancing guest value, crew usability, and operational discipline.
ResponsibilitiesExperience Operational Design- Translate approved product concepts into detailed delivery and activation models, including staffing requirements, service flows, venue usage, equipment needs, training inputs, and standard operating procedures.
- Ensure experiences are executable within existing shipboard and shoreside operations while maintaining brand and service standards.
- Identify operational dependencies, risks, and constraints, and work with stakeholders to resolve them prior to launch.
Pilot Planning & Execution- Lead end-to-end planning and execution of experience pilots onboard and/or ashore.
- Coordinate timelines, crew readiness, training inputs, supply chain needs, and cross-department participation.
- Ensure all participating departments (F&B, Shore Excursions, Entertainment, Spa, Retail, Guest Services, Training) are prepared and aligned for pilot delivery.
- Act as the primary operational lead during pilot execution.
Operational Validation & Feedback- Capture and assess pilot results, including guest feedback, crew feedback, execution challenges, and operational performance indicators.
- Document learnings, risks, and required adjustments to delivery models prior to fleetwide rollout.
- Partner with Product Development and Commercial teams to share operational insights that may inform future refinements-without redefining the core product.
Cross-Functional Coordination- Serve as the Hotel Operations execution liaison to Product Development and Marketing once concepts are approved.
- Ensure stakeholders understand delivery requirements, timelines, readiness needs, and operational impacts.
- Coordinate execution handoffs between shoreside planning teams and shipboard leadership.
Fleetwide Rollout & Readiness- Build scalable delivery frameworks for fleet deployment.
- Develop training materials, readiness plans, execution standards, and supporting documentation.
- Support shipboard leaders during early rollout phases to ensure consistency and confidence in execution.
Post-Launch Optimization- Monitor early post-launch performance related to delivery quality, guest satisfaction, and crew execution.
- Identify opportunities to streamline processes, reduce friction, and improve repeatability.
- Recommend operational refinements as needed to support sustained success.
Success Measures- Seamless pilot execution and on-time activation of approved experiences.
- Consistent, high-quality delivery across ships and markets.
- Guest satisfaction uplift related to experience execution and service delivery.
- Smooth shipboard adoption, including training completion and crew confidence.
- Reduction of operational issues, rework, or disruption during rollout.
Qualifications- Experience in hospitality, cruise operations, guest experience design, or operational product delivery.
- Demonstrated success leading cross-functional initiatives in complex operational environments.
- Hands-on experience launching, piloting, or scaling new guest-facing products or services.
Skills & Capabilities- Strong project management and execution skills with the ability to manage multiple stakeholders and timelines.
- Operational mindset with the ability to troubleshoot, adapt, and solve problems in real time.
- Balanced approach combining creativity, operational realism, and financial discipline.
- Exceptional communication and influence skills across both shoreside and shipboard teams.
Preferred Qualifications- Cruise industry or shipboard operational experience.
- Experience working with segmented guest strategies or differentiated experience portfolios.
- Familiarity with change management, training design, or service design methodologies.
Work Environment & Physical Requirements- Office-based with periodic shipboard travel required for pilots and launches.
- Ability to manage high-visibility initiatives under tight timelines and evolving requirements.
- Requires extended periods of collaboration, planning, and operational coordination.
Benefits:For full-time employees, Windstar offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick Time and paid Holidays; 401(k) with Company Match; Employee Assistance Plan; Education Assistance and Employee Discounts & Travel Deals.
