Manager, Care Team

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

This position is on site in Miami, Florida.

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

Royal Caribbean Group’s Safety, Security & Environment has an exciting career opportunity for a full time Manager, Care Team reporting to the Director, Safety, Security & Environment

Position Summary:

The CareTeam Manager plays a critical role in the effective and efficient utilization of CareTeam resources. This leadership position is responsible for overseeing the daily operations of CareTeam Case Managers, Analysts, and the shipboard CareTeam Advocates managing escalated cases, and ensuring optimal service delivery. The Manager develops and maintains the CareTeam Service Manual, oversees documentation processes and performance metrics, and identifies opportunities for modernization and automation.  

Working closely with the Director of Business Optimization & Strategy, the CareTeam Manager contributes to the development of standards and processes for measuring fiscal efficiency and operational effectiveness. This role is empowered to adjust CareTeam processes and resource allocation as needed to meet evolving demands and ensuring that the lifecycle of each CareTeam case has the proper care and oversight from end to end.  

The Manager also monitors analyst spending, analyzes financial trends, and recommends budgetary adjustments throughout the year. In times of contingency, the Manager may deploy to provide emotional and logistical support to guests and crew, ensuring compassionate care and representation. 

Essential Duties and Responsibilities:

• Create, manage, and adjust CareTeam key performance indicators (KPIs) to drive continuous improvement. 

• Develop and maintain team schedules, rotation plans, and coverage models to ensure consistent support across all shifts and time zones. 

• Collaborate with the Director of Business Optimization & Strategy on annual budget planning; maintain day-to-day control over budget execution and ensure proper coding of expenses and claims. 

• Lead the development and ongoing refinement of the CareTeam Service Manual and Service Menu. 

• Ensure the Service Quality Manual (SQM) is continually updated to reflect current standards and practices. 

• Identify and resolve workflow issues in collaboration with internal stakeholders; establish clear communication guidelines for CareTeam responsibilities. 

• Design, develop, and maintain CareTeam Assistant (CTA) programs in partnership with brand teams, including campaign planning and live shipboard matrices. 

• Establish and maintain PAR levels for CTAs in coordination with brand leadership. 

• Oversee training programs for Shipboard CTAs, Case Managers, and Analysts, ensuring readiness and compliance. 

• Ensure CareTeam personnel are trained in SERTs, NOVA, and disaster procedures, including family reunification protocols. 

• Maintain continuous engagement with operating groups to stay informed of business developments. 

• Develop and document standards for measuring the efficiency and effectiveness of CareTeam operations. 

• Identify trends and insights from case data to inform leadership and drive strategic improvements. 

• Champion a culture of empathy, accountability, and excellence within the CareTeam. 

• Maintain and update SOPs, escalation protocols, and documentation standards to ensure consistency and compliance. 

• Collaborate cross-functionally with departments such as Guest Experience, Operations, Legal, and HR to ensure seamless support on complex cases. 

• Monitor case volume, team performance, and service metrics; implement strategies to optimize efficiency and improve outcomes. 

• Deploy during contingency events to provide emotional and logistical support to guests and crew affected by onboard or shoreside incidents.
• Manage overall CareTeam expenses including invoice processing.   
• Ensure all expenses are coded to the correct budgets such as minor claims or internal departmental budget. 

Perform other duties and special projects as assigned. 

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management. 

Qualifications, Knowledge and Skills

• Bachelor’s degree in Business Administration, Hospitality Management, Social Work, or a related field required. Master’s degree preferred. 

• Minimum of 5 years of experience in guest care, crisis response, or case management, with at least 2 years in a supervisory or managerial role. 

• Proven ability to lead and develop high-performing teams in a fast-paced, service-oriented environment. 

• Strong background in operational planning, budget management, and performance analysis. 

• Exceptional interpersonal and communication skills, with the ability to manage sensitive situations with empathy and professionalism. 

• Proficient in analyzing data, identifying trends, and making strategic recommendations. 

• Experience in designing and implementing programs, policies, and procedures across cross-functional teams. 

• Comfortable working with case management systems, reporting tools, and Microsoft Office Suite; familiarity with automation and modernization tools is a plus. 

• Experience in contingency planning, emergency response, or disaster recovery operations is highly desirable. 

• Be flexible with working hours and willingness to travel and be on-call during emergencies, SitReps, or staffing gaps. 

Preferred Qualifications:  

• Bilingual English/Spanish preferred. 

• Will exhibit mature and responsible decision-making, problem solving and proven judgment skills. 

• Excellent interpersonal skills to communicate in a multicultural environment with all levels of employees and management. 

• Self-driven to continually improve and actively work to bridge gaps in their knowledge in order to add more value to a particular project or setting. 

• Ability to work in a fast-paced environment with multiple projects and priorities. 

Preferred Qualifications:  

• Collaborates Effectively 
• Communicates Effectively 
• Develops Talent 
• Manages Conflict 
• Plans and Aligns  

We know there is 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 will hope to see you onboard soon!

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.

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