Director, Travel Platform Strategy & Support

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

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 Information Technology Team has an exciting career opportunity for a full time Director, Travel Platform Strategy and Support reporting to the Senior Director, Technical Product.

This role will work in-person in Miramar, Florida.

Position Summary:

In this role, you will define and implement the strategy for integrating various technology systems into our travel platform. 

We’re seeking a strategic and technically adept Director to lead the production support strategy for our critical reservation system, which is managed by a third-party vendor. In this role, you’ll serve as the primary steward of product stability and performance, ensuring a world-class guest and travel partner experience. You’ll work closely with internal technology teams, business stakeholders, and external partners to drive issue resolution, continuous improvement, and operational excellence.

You will be responsible for working with senior management and executives to set technology vision and direction, assuring alignment with business goals and objectives while also managing a team of external and internal partners.  The role is responsible for driving solutions and aligning our deliverables to the product vision within the Royal Caribbean Group. 

• Manages a team engineers and contractors
• Define and Lead Strategy: Develop and own the product health strategy for the cruise reservation system, with a focus on system uptime, issue prevention, incident response, and performance optimization.
• Production Support Oversight: Lead end-to-end production support processes for the third-party managed reservation platform, ensuring timely resolution of issues and minimizing disruptions.
• Vendor Management: Act as the key liaison with the third-party system provider, ensuring accountability, alignment on SLAs, and proactive performance improvements.

• Produce roadmaps, define strategy, and solutions to complex integration problems
• Maintain product vision and roadmap, keeping stakeholders up to date on the deliverables and timelines
• Communicates decisions, priorities and relevant project information regarding service requests, projects, and initiatives.
• Works in conjunction with key stakeholder, business subject matter experts and others as necessary to determine the future state of a specific business deliverable.
• Work closely with business stakeholders, product team, external tech partners and operations teams, effectively communicating and managing customer expectations.
• Identify opportunities to innovate, extend and enhance service delivery
• Provides guidance and direction in resolution of escalated application or system problems.
• Create and maintain system documentation for solution design, domain technologies.
• Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
• Strong technical leadership and communications skills including teamwork, facilitation, and coordination to ensure successful creation of roadmaps.

Qualifications & Experience: 

• Bachelor’s degree in information technology, Computer Information Systems, or related field
• Scrum Master and/or CSPO
• 10+ years of experience in IT operations, product support, or technology leadership roles, preferably in the travel, hospitality, or cruise industry.
• Ability to take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams
• Evidence of effective communication and relationship skills, especially the ability to articulate advanced technical topics to both technical and non-technical staff
• Ability to work with a limited set of requirements
• Proven success in managing enterprise-scale, customer-facing platforms, particularly those hosted or managed by third parties.
• Strong knowledge of ITIL or similar frameworks for production support.
• Experience with cloud infrastructure, APIs, data flow, and integration best practices.
• Excellent stakeholder management and vendor relationship skills.
• Experience with tools like ServiceNow, Jira, and monitoring platforms.
• Strong understanding of service-level management and contractual agreements.

Financial Responsibilities:

• Will oversee the health of the enterprise reservation system. This system transacts over a billion dollars for our company with projected growth driven by the initiative to become a vacation company with varied product offerings. The role will have direct responsibility of a support budget over $10 million dollars (in internal and external costs) once the vendor system is fully deployed to production.

Travel Requirements:

• This role will travel 40% of the time within the next 3 years to our other global offices (Manila, UK, India and in Europe).

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!

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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