Job Description

One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply cannot. The Love Boat promises something for everyone.

We are looking for an amazing Supervisor, Performance Operations, to fill this role, which is based remotely. The Supervisor, Operations, provides daily leadership and support to a team of Guest Support Specialists who deliver world-class service on behalf of Princess Cruise Lines. This role ensures consistent performance in quality, productivity, and service standards while fostering a positive and engaging team culture.                       

Here is a summary of what Princess is looking for in its Supervisor, Performance Operations. Is this you?

Responsibilities

• Lead a team of Guest Support Specialists to meet and exceed daily service level, quality, and productivity targets.

• Conduct daily huddles, one-on-ones, and performance check-ins to provide feedback and guidance.

• Monitor live operations (queues, dashboards, adherence) and make real-time adjustments to ensure service stability.

• Recognize top performers and address performance gaps through coaching and action plans.     

• Act as the first escalation point for complex guest issues, ensuring timely and accurate resolution.

• Maintain brand voice and professionalism across all guest interactions and communication channels.

• Support special service situations (e.g., post-cruise escalations, social media inquiries, photo support) with accuracy and empathy.                                                                      

• Monitor KPIs, attendance, and workforce adherence to ensure operational consistency.

• Compile and analyze team reports to identify performance trends and share insights with management.

• Implement process updates and new initiatives rolled out by the Manager or corporate teams. 

• Support onboarding and training of new team members, reinforcing key operational procedures and service standards.

• Encourage team engagement through recognition, collaboration, and open communication.

• Provide feedback to leadership regarding tools, policies, or process improvements that enhance efficiency and guest satisfaction.

• Performs other duties as assigned.                                       

Requirements

• Bachelor’s degree required

•  3+ years of experience in strategy and/or project management, preferably in hospitality, cruise, or travel industries.

• Proven ability to lead cross-functional initiatives and deliver measurable outcomes

• Strong analytical, communication, and stakeholder management skills                     

• Ability to thrive in a fast-paced, matrixed environment.

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
• Rewards & Incentives 

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:  https://www.princess.com/aboutus/culture-framework/

Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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