JOB SUMMARY:

The Director of Customer Service Solutions and Operations is accountable for delivering Cunard’s White Star Service while directly driving revenue growth, guest retention, and lifetime value across North America and supported international markets. This role leads a high-performing customer service organization designed to convert demand, maximize ancillary revenue, and protect premium brand equity through every guest interaction.
The Director owns commercial performance across the contact center, including conversion, upsell, retention, and recovery, while overseeing the successful partnership and ongoing performance management of Cunard’s offshore service provider, Arise. By embedding a strong commercial mindset, disciplined KPIs, and continuous training, this role ensures customer service is a strong global growth engine for Cunard.

ESSENTIAL FUNCTIONS:

• Own customer service as a profit center, accountable for revenue generation, margin improvement, and cost-to-serve optimization. Drive booking conversion, yield, ancillary attachment, and financial performance while managing budgets, forecasting, and resource allocation to ensure scalable and efficient operations.
• Lead the end-to-end service operating model across onshore and offshore teams, with executive ownership of the Arise partnership. Ensure service quality, productivity, training standards, and commercial effectiveness are consistently delivered at scale, while optimizing the offshore mix to support both cost efficiency and revenue outcomes.
• Ensure Cunard’s White Star Service standards are delivered consistently across all customer touchpoints, positioning service excellence as a commercial enabler of premium growth. Protect brand integrity while empowering teams to deliver empathetic, confident, and elevated guest experiences that reinforce loyalty and advocacy.
• Design and execute strategies to increase guest lifetime value through premium accommodation upgrades (including Grill Suites), bundled and ancillary offerings, pre- and post-cruise packages, and retention initiatives. Lead save-the-sale, recovery, and re-engagement efforts that convert service interactions into incremental revenue.
• Design and execute strategies to increase guest lifetime value through premium accommodation upgrades (including Grill Suites), bundled and ancillary offerings, pre- and post-cruise packages, and retention initiatives. Lead save-the-sale, recovery, and re-engagement efforts that convert service interactions into incremental revenue.
• Establish and track KPIs across revenue, service quality, retention, and partner performance. Use data, guest feedback, and operational insights to drive continuous improvement, inform training and incentive alignment, and surface trends that influence policy, product, and commercial strategy.
• Performs other duties as assigned
• 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 employee’s control

QUALIFICATIONS:

• 5+ years of progressive leadership experience in customer service, sales, commercial operations, or revenue-generating service environments within hospitality, travel, luxury, or adjacent industries
• Direct experience working with travel partners and managing partner-facing service or sales relationships
• Proven experience leading and developing teams, including coaching leaders and frontline specialists
• Experience driving measurable outcomes across revenue, conversion, retention, service quality, and cost-to-serve
• Experience operating in a matrixed, cross-functional environment, partnering closely with Commercial, Sales, Marketing, Revenue Management, and Operations as well as other global partners
• Experience supporting or leading outsourced and/or offshore service models preferred
• Proven senior leadership capability with the ability to influence, motivate, and hold teams accountable to both commercial and service objectives
• Strong commercial acumen with the ability to manage a customer service organization as a profit and cost center
• Demonstrated ability to embed coaching and performance management practices that drive conversion, upsell, retention, and service quality in real time
• Excellent verbal, interpersonal, and written communication skills, with the ability to communicate effectively with senior leadership, cross-functional partners, and external stakeholders across multiple locations
• Strong organizational, prioritization, and execution skills, with the ability to manage multiple priorities in a fast-paced, performance-driven environment
• Advanced judgment and decision-making skills, including the ability to resolve complex and escalated issues with financial, operational, and reputational implications
• Strong analytical and problem-solving capabilities, with experience translating data and insights into operational and commercial improvements
• Proven ability to lead and support distributed and virtual teams using collaborative tools and performance management frameworks
• High level of technical proficiency and ability to leverage customer service, CRM, reporting, and performance management systems effectively
• Demonstrated adaptability and comfort operating in environments with evolving priorities, operating models, and performance expectation

KNOWLEDGE, SKILLS, & ABILITIES:

• Understanding of workplace policies and procedures
• Familiarity with team collaboration tools and techniques.
• Strong time management and organizational skills
• 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.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Cunard office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.

Benefits

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement

Our Culture… Stronger Together

Our highest responsibilities and top priorities are 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/Cunard 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.