Senior Analyst, Operational Excellence

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 Royal Caribbean International brand has an exciting career opportunity for a full-time Sr. Analyst, Operational Excellence on the Port Services Team reporting to the Senior Manager, Training and Quality Assurance.

This position will work onsite in Miramar, Florida

Position Summary:

In this position, you would be responsible for developing a culture of service excellence and support a global Port Services operations, training and business analysis. Under the direction of the Senior Manager, Training and Quality Assurance, this role will assist in training, creating analytics dashboards and presentations while driving superior performance across all guest and operating partner touchpoints with laser focus on continuous improvement in each area.   This role will be key to support the department’s goals of process consistency, continuous improvement, performance measurement and guest satisfaction.  

Essential Duties and Responsibilities:

• Identify areas of operational improvement based on benchmarking established processes to industry best practices.

• Monitor Key Performance Indicators (KPI’s) and operational metrics to track progress and impacts of improvement initiatives. Develop dashboards and reporting tools.  Develop and update SOPs for the area. 

• Lead change initiatives to ensure successful implementation of process improvements, addressing any resistance with the team and fostering a positive attitude towards change.

• Support the global training team, including the development and facilitation of training workshops on process improvement techniques and new initiatives.

• Collaborate with senior leaders from different functional areas to develop new or improved operational strategies.

• Create and provide global operations teams with new tools and resources to deliver value-added service to our brands while meeting and exceeding established ratings targets.

• Create observational and operations excellence audits for all external partners to ensure the highest level of service is provided to the company and to our guests.

• Customize audits to address operational trends and challenges.  

• Solicit regular feedback from global ground handling leaders and agents to contribute to improving initiatives and ensure they remain engaged, motivated and empowered while representing our brands.

• Lead and manage change initiatives to ensure smooth transitions and adoption of new processes.

• Regularly review audit results and create action plans and/or specific training to address trends.

• Advise the schedule of audits for the operational teams and adjust as needed to address operational challenges. 

• Keep teams accountable for performing their scheduled audits and addressing any challenges highlighted.

• Communicate observational audit findings, recommendations, and action plans to leadership.

• Assists with various administrative duties and report maintenance, ensuring accuracy and timeliness.

• Maintains confidentiality of all data received and shared to appropriate parties.

• Provides support to teams on any queries, follow-up questions and escalations.  Therefore, must be familiar with Royal Caribbean Group practices, policies, and procedures.

• Responsible for special operational and analysis projects as requested.

• Identifies opportunities to improve operating results through information gathering and analysis.

Qualifications, Knowledge and Skills:

• Bachelor’s Degree in Business Administration, Operations Management, or related field.

• Certification in process improvement methodologies preferred.

• 3-5 years relevant work experience.

• Experience in the travel industry.

• Proficient in Power BI, Excel, Word and PowerPoint.

• Advanced analytical skills and familiarization with Azure data bricks.

• Strong ability to conduct quantitative analysis, apply concepts such as fractions, percentages, ratios, and proportions to practical situations. 

• Possess strong written and oral communication skills and be able to work effectively with all levels of operational personnel.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.

• Excellent project management skills, including the ability to lead, facilitate, organize, and present to executive level.  Ability to manage multiple projects/initiatives concurrently. 

• Must be detail oriented to ensure accuracy in analysis and presentations along with strong operational focus.

• Excellent communication and interpersonal skills, capable of working in cross functional teams and with external customers.

• Must be a self-starter, with the ability to work both independently and in a team environment.

• Ability to write reports, business correspondence, and procedure manuals.

• Excellent decision-making skills with the ability to research and solve quantitative problems.

• Able to exercise astute judgment and should be able to follow outlined procedures with a strong attention to detail and accuracy.

• Attention to detail and follow-through.  A passion for creative problem-solving and strategic thinking.  Effective decision-making skills & highly successful in problem-solving.

• Ability to remain flexible and calm in high-pressure situations and adjust as multiple moving parts consistently change. 

• Strong organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles.

• Proven track record of success in fast-paced environment with demanding timelines.

• Strong problem-solving skills utilizing root cause analysis and other techniques to address operational challenges.

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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