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 can’t. The Love Boat promises something for everyone. 

The Senior Specialist, Contact Center Media Projects is a strategic content developer responsible for designing and delivering high-impact, multimedia learning and engagement solutions across the contact center organization. The role goes beyond content creation, serving as a subject matter expert in digital learning strategies, a partner to operational leaders, and a driver of continuous improvement in employee development and communication. 

Acting as a creative force, the Senior Specialist, Contact Center Media Projects translates complex business needs into scalable, innovative, and visually engaging materials that directly impact agent performance, employee experience and service quality. The ideal candidate is both a hands-on creator and a strategic collaborator, capable of driving projects from concept to execution.

The Senior Specialist, Contact Center Media Projects exercises independent decision-making authority regarding the development and execution of media-related training materials, reviewed by the Manager, Training and Knowledge. 

Here’s a summary of what Princess is looking for in Senior Specialist, Contact Center Media Projects.  Is this you? 

Responsibilities:

• Lead the end-to-end design, development, and delivery of advanced multimedia content (instructional videos, eLearning modules, interactive PDFs) aligned with contact center learning and engagement goals.

• Partner with training and professional development leadership to define multimedia learning strategies that support business goals, improve agent performance, and align with adult learning principles and modern design trends.

• Own the full production cycle of high-impact video content, from scripting and storyboarding to filming and editing. Ensuring professional polish, brand consistency, and instructional value.

• Create and publish SCORM-compliant eLearning content using platforms, such as Articulate 360. Optimize courses for user experience and analytics.

• Serve as the go-to media expert for training team, contact center leadership, and business units to consult on the best multimedia approaches for training and communication initiatives.

• Develop and maintain a scalable, organized repository of digital learning assets. Audit, update and retire content proactively to ensure accuracy, relevance, and engagement over time.

• Evaluate effectiveness of multimedia content through usage metrics, learner feedback, and performance impact. Continuously improve content based on data insights, industry best practices, and learner needs.

Knowledge & Skills:

• Scope: The Senior Specialist, Contact Center Media Projects supports global training and communication strategies by leading the design, development, and delivery of high-impact media content. This role bridges creative design with operational execution, ensuring content aligns with business objectives and reaches both shore-based and Future Cruise Sales employees. The position has a broad organizational impact, supporting consistent and effective communication across multiple regions and functions.

• Problem Solving: The Senior Specialist is expected to anticipate deployment challenges, resolve technical or design issues, and adapt creative content for diverse audiences and platforms. This involves analyzing training requirements, conducting research, and applying innovative approaches to ensure content is accessible, engaging, and impactful.

• Impact: The Senior Specialist directly enhances organizational readiness, employee engagement, and knowledge retention by delivering media that simplifies complex topics and improves learning outcomes. The role impacts global operations by ensuring high standards of consistency and professionalism in all media deliverables.

• Leadership: While the role may not carry formal direct reports, it requires leadership in managing large-scale projects, coordinating resources, and influencing cross-functional stakeholders. The Senior Specialist acts as a subject matter expert and mentor to peers, providing creative guidance and setting quality benchmarks. The role requires ownership of media initiatives from concept to execution, ensuring accountability, resource efficiency, and alignment with organizational priorities. 

For all roles:

• Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.

• Skills: Strong time management and organizational skills

• Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlines / Ability to collaborate effectively with colleagues and work as part of a team / Demonstrated professionalism in all interactions and tasks.

Requirements:

• Bachelor's degree in Instructional Design, Digital Media, Communications, Education Technology, or a related field

• Equivalent experience with a strong portfolio of multimedia content will also be considered

• ATD, Articulate, PMP certifications are a plus

• Proven ability to influence stakeholders across departments

• High level of creativity, visual storytelling, and attention to brand standards

• Exceptional project management, prioritization, and time management skills

• Familiarity with LMS and content versioning workflows

• Excellent verbal and written communication skills with the ability to translate technical language

• 5-7 years of experience in multimedia content development, instructional design, or digital training. Ideally within a customer service or content center environment

• Demonstrated experience designing and deploying multimedia training at scale across large, diverse teams

• Proven track record of leading content strategy initiatives and improving learning outcomes

• Experience collaborating with business leaders, SMEs, and training managers to influence training programs and communication strategy

• Deep expertise in multimedia instructional design and digital content strategy

• Mastery of media production tools:

• Video: Adobe Premier Pro, After Effects, Camtasia

• eLearning: Articulate Storyline, Rise, Adobe Captivate

• Design: Adobe Illustrator, Photoshop, Canva

• Audio: Audacity, Adobe Audition (or similar)

• Strong understanding of contact center operations, customer service principles, and performance drivers

Travel:   Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

Physical Demands: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “remote.”  As a remote role, it allows employees to work full-time from their home. It may also require regular travel to Princess headquarters in Ft. Lauderdale, FL for in-office collaboration.  

Princess provides comprehensive and innovative benefits to meet your needs, including:

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: princess.com/en-us/company-information

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 careers@carnival.com. 

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