Job Description

The Senior Operations Manager provides strategic and hands-on leadership of day-to-day operations at one or more Carnival Corporation owned and operated global destinations. Reporting to the General Manager, the role directs cross-functional operational teams, ensures safe, efficient and guest-focused delivery of destination services, and translates business objectives into operational plans and measurable results. The position is accountable for operational readiness, service standards, resource utilization, budget performance, regulatory compliance, business continuity and the development of a high-performing leadership team. The Senior Operations Manager acts on behalf of the General Manager as delegated and drives consistent standards across departments and destinations.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Operational Leadership & Destination Readiness

• Direct and coordinate daily destination operations across guest services, transportation, facilities, housekeeping, logistics and other assigned functions.
• Develop operating plans and staffing models aligned with ship calls, guest volumes, seasonal demand and business priorities.
• Lead pre-arrival readiness checks, interdepartmental briefings and timely resolution of service disruptions.
• Serve as senior operational escalation point for guest, employee, vendor and stakeholder matters; coordinate incident response and recovery.
• Partner with the General Manager and functional leaders to establish service standards, operational priorities and accountability.
• Oversee vendor performance, supply availability, equipment readiness and effective use of shared resources.
• Represent destination operations in meetings with internal stakeholders, authorities and external partners as delegated.
• Contribute to annual operating plans, budgets, capital priorities and business continuity planning.

People Leadership & Performance

• Lead, coach and hold accountable department managers and supervisors; establish clear objectives, succession plans and development priorities.
• Oversee manpower planning, workforce deployment, schedules and rotations to maintain service levels and responsible labor costs.
• Build a culture of safety, respect, inclusion, employee engagement and consistent guest service.
• Partner with Human Resources on recruitment, onboarding, performance management, employee relations and policy compliance.
• Conduct regular management meetings, performance reviews and follow-up on corrective actions.
• Promote effective communication and collaboration across destinations, shifts and departments.

Financial Stewardship, Compliance & Continuous Improvement

• Monitor departmental budgets, labor productivity, operating expenditures and key performance indicators; explain variances and implement corrective actions.
• Maintain and improve standard operating procedures, operational manuals, controls and audit readiness.
• Ensure compliance with applicable safety, environmental, security, public health and company requirements, including relevant port and maritime protocols.
• Partner with HESS, Security and other teams to assess risks, investigate incidents and close corrective actions.
• Analyze guest feedback, operational trends, inspection results and service performance to identify and deliver measurable improvements.
• Provide accurate, timely operating reports and recommendations to the General Manager and senior leadership.

Strategic Projects & Business Continuity

• Lead cross-functional improvement projects, operational transitions, new service launches and readiness initiatives from planning through execution.
• Coordinate contingency arrangements for weather, vessel schedule changes, transport interruptions, staffing constraints and other disruptions.
• Support procurement, contract management and capital project implementation to ensure operational effectiveness and value.
• Provide acting operational leadership during the General Manager’s absence when formally delegated.

SKILLS SPECIFICS:

• Demonstrated ability to lead multiple operational departments and develop managers in a fast-paced, guest-facing environment.
• Strong knowledge of destination or hospitality operations, workforce planning, facilities coordination and service delivery.
• Sound financial acumen, including budget management, cost controls, productivity analysis and KPI reporting.
• Knowledge of occupational health and safety, environmental stewardship, security, incident response and operational risk management.
• Excellent judgment, crisis management, decision-making, conflict resolution and stakeholder engagement skills.
• Ability to develop and implement SOPs, establish accountability and drive continuous improvement.
• Strong written and verbal communication, presentation, analytical and Microsoft Office skills.
• Ability to maintain confidentiality, uphold ethical standards and consistently model company values.
• Flexibility to work weekends, holidays, extended hours and outdoors in changing weather conditions; ability to travel between remote destinations as required.

EDUCATION & QUALIFICATIONS:

• Bachelor’s degree in Business Administration, Operations Management, Hospitality Management or a related discipline preferred; equivalent combination of relevant education and substantial operational leadership experience may be considered. Professional training in safety, emergency management, project management or hospitality operations is an advantage.
• Minimum 5 to 7 years of progressively responsible operations leadership experience, including at least three years managing managers or multiple operational functions; experience in a resort, cruise destination, tourism, hospitality or similarly complex service environment strongly preferred.
• Demonstrated accountability for operating budgets, labor planning, service standards and measurable performance outcomes.
• Experience coordinating cross-functional teams, vendors and external stakeholders in a high-volume, time-sensitive operation.
• Proven ability to manage incidents, operational disruptions, compliance requirements and continuous improvement initiatives.
• Experience working in remote or island environments and familiarity with maritime/port security practices are advantageous.

LANGUAGE REQUIREMENTS:

• Fluency in conversational English.
• Ability to speak English clearly, distinctly, and cordially with employees and guests.
• Ability to read and write English to understand and interpret written procedures.

PHYSICAL REQUIREMENTS:

• Must be physically fit.
• Must have strong customer service skills.
• Ability to work in an outdoor environment.
• Ability to multi-task and think critically.

OTHER REQUIREMENTS:

• Detail orientated with a proactive approach to problem solving.
• Ability to multi-task and think critically.
• Problem-solving and decision-making abilities.
• Strong planning and coordination skills, especially in handling multiple priorities under tight deadlines.
• May be requested to work a shift schedule while at any of the destinations.