Position Summary This position is responsible for Designing, Planning, and Execution of the Direct Sales Global Operational Strategy. The Operations Manager will be responsible for ensuring that our business processes run smoothly and efficiently, managing resources, coordinating with different departments, and implementing strategies to improve overall productivity and operational excellence. Essential Duties and Responsibilities:

Design: Alignment with Key Stakeholders Commercial Team Direct Sales Leader(s) Marketing Itinerary Planning Alignment and forecasting of Call Campaigns with Commercial Strategy Commercial Go to Market Coordination including: The tracking, coordination, and feedback hub for itinerary releases Developing standardized procedures for Promotions, Releases, and other initiatives in order to make sure we have optimal procedures and consistent execution Project Management: Pilot Coordination Globally (as all markets align) Sales Butler

Inbound Team

Continuous feedback loop to give us the ability to evaluate/evolve processes/policies Global Direct Sales Communications – Guest and Departmental Department Policy changes New Functions/Features/Processes Call Campaigns Department KPIs – Global alignment and tracking Revenue Tracking vs Target Agent Productivity Contact Center KPIs Campaign Managed Rates Evaluations – Creation and evolution of agent/coach/manager evaluations using agreed upon KPIs Planning: Contest strategy consultation, spreadsheet creation, and tracking Customer Master - Identification and prioritization of needs/modifications Lead Management – Global alignment and tracking Lead Management Compliance Management of Contact Still Pending

Management of Contacted Leads (Overdue)

Coordination and Alignment with agreed upon Service Levels eCommerce Lead Report (possibly combining with above) Process Management Alignment How we execute HH Management Rights in CM Concessions Commercial Go to Market Coordination including: The tracking, coordination, and feedback hub for itinerary releases Developing standardized procedures for Promotions, Releases, and other initiatives in order to make sure we have optimal procedures and consistent execution New Hire/Attrition coordination with key stakeholders to ensure continuity of operations IT SMA HR Manila/Miami Execution: Creating and Modifying Email Templates in the Silversea CRM Coordination of Deployment/Redeployment including: Communicating Consumer Sales interests Making sure implementation is communicated to all stakeholders Management of booking perimeter and communicating Determining if callout required (and managing if so) Tracking of Progress Providing real time update capability to key stakeholders Business Rules – Editing and communication with the team Direct Groups Management – Global implementation of Americas Market model Cadence of Incentive Management for Global Direct Sales Pull data from Commission Engine and ERP Submission of Commission Auditing Budget Management Prepare and manage operational budgets and optimize costs Qualifications, Knowledge and Skills: Bachelor’s degree preferred

5-7 years related experience equivalent preferred

Highly organized, detail oriented, self-motivated and capable of working with minimal day-to-day direction.

Strong understanding of Business to Consumer Sales

Working knowledge of customer relationship management (CRM) software.

Proficiency with Word, Excel, Outlook and PowerPoint

Strong organizational skills.

Excellent interpersonal skills and ability to tactfully deal with internal and external contacts both domestic and international.

Must possess a positive, team-player attitude. We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon! No immigration sponsorship is offered. It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. #LI-AZ1