Fleet Experience Program Manager

Virgin Cruises Intermediate • Plantation, FL

409d • Hybrid

About The Position

The Fleet Experience Program Manager is a critical thought-leadership role that will lead cross-functional work-streams to improve end-to-end processes, improve sailor experience, increase crew engagement, decrease risks, yield financial benefits, and cultivate a culture of continuous improvement. This role will also lead the strategic planning and implementation for effective delivery of critical projects related to the launch. This role supports the VP of Fleet Experience in the strategic planning and implementation of FX initiatives including Immersive Experiences, and Go-to-market initiatives. This person will be responsible for ensuring smooth planning, coordination, and execution of new initiatives, overseeing Fleet Experience projects, and ensuring operational efficiencies are maintained while enhancing the overall Sailor experience.

Requirements

• Bachelor's Degree in Business, Communication, Marketing, or a related field.
• Minimum of 5 years of professional experience in project management, continuous improvement methodologies like Lean, and Six Sigma, and data analysis.
• Experience with Google Suite, Tableau, Qualtrics, Airtable and Smartsheets is a plus.
• Experience in maritime, hospitality, or travel industry is a plus.
• Ability to travel up to 40% of the time.

Nice To Haves

• A self-starter with relentless curiosity and an entrepreneurial mindset.
• Strong ability to lead without formal authority, building exceptional working relationships with cross-functional teams.
• Ability to turn complex operational processes into simple, actionable solutions for sailor-facing teams.
• Strong interpersonal and communication skills, with the ability to create engaging and eloquent communications for stakeholders and the wider business.
• Ability to handle complex projects, develop detailed plans, and manage execution across multiple teams.
• Focus on understanding the sailor needs and ensuring that every initiative enhances the sailor's journey.
• Experience in leading organizational change, particularly around customer experience and shipboard operations.
• Proficient in using data to identify opportunities for improvement and measuring the impact of initiatives.

Responsibilities

• Lead the execution of all Fleet Experience initiatives, including Immersive Experiences, Improvement Initiatives, Go-to-Market Plans and cross-dept changes ensuring seamless delivery across departments.
• Create detailed project plans, timelines, and milestones to ensure the successful implementation of key initiatives.
• Coordinate cross-functional teams to ensure alignment between shoreside and shipboard departments including but not limited to Brand & Marketing, Sales, Integrated Team, and Hotel & Entertainment Operations.
• Perform and document lessons learned post-implementations.
• Identify, analyze, and prioritize areas for improvement in sailor experience across the fleet, using data-driven insights.
• Collaborate with Quality Assurance to identify process or operational inefficiencies that impact the sailor experience, coordinating with respective department owners to develop and enhance processes.
• Lead initiatives to optimize processes and drive efficiencies that improve both the sailor journey and internal operations.
• Foster a culture of continuous improvement, where team members are encouraged to suggest innovative solutions and efficiencies.
• Collaborate with Business Insights to develop and enhance Sailor Experience (SX) reporting.
• Use analytics and feedback data to inform decisions and continuously refine sailor experience initiatives.
• Act as Fleet Experience Change Champion to plan and implement any experience-impact change with Integrated teams.

What This Job Offers

• Job Type: Full-time
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees