Experience Operations Specialist

LMS/GEM, a fast-growing firm with a dynamic, independent, entrepreneurial culture, is actively recruiting team members to support a Global Cruise Operator. Our organization is a tangible category disruptor, building, activating, and managing the single most impactful industry innovation the cruise industry has ever experienced. You will have access to top-tier technology, gain valuable insight from top SMEs across global resources, and receive the opportunity to learn, grow, advance, and EARN.

We share a common vision of success, fostered by excellent training, continuous feedback, and two-way communication, all centered on supporting individual team members' growth and development. 

Opportunities continue to emerge to support new and varied initiatives. The work will excite, challenge, and engage you. Our team culture is contagious, infectious, and incredibly supportive. The journey and experience are bar none.

Experience matters - attitude matters more. Our team comes from all walks of life and backgrounds. Apply, listen to the stories of current team members, and find out for yourself. 

The pace is fast, the tasks are significant, and the rewards are aggressive. Our team's strength is our culture. We share a commitment to excellence. We are a supportive, encouraging, passionate group of smart and happy entrepreneurs who empower our team to make a real difference in each other's lives daily. 

Our operations center is located in the heart of Port Everglades, Fort Lauderdale, in a brand-new, state-of-the-art headquarters, where we manage our global support, deployment, and sustainment efforts.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Computer Science, Computer Engineering, Information Systems, or a similar degree
• 3 years of experience in technical operations or a similar role
• Strong understanding of business operations, project management,  process improvement, and the DevOps CI/CD pipeline
• Excellent organizational and multitasking skills
• Strong problem-solving abilities, critical thinking skills, and attention to detail
• Proven ability to work under pressure and meet deadlines
• Exceptional communication and interpersonal skills
• Intermediate levels of experience and/or certifications in the following systems and applications such as:
  • AWS
  • VMware
  • Jenkins
  • Redhat
  • Ansible
  • Kubernetes
  • Docker
  • BitBucket
  • Confluence

Responsibilities

• Provide 24/7 fleetwide support for incident triage and coordination, ensuring timely responses, accurate ServiceNow documentation, and ITIL-aligned execution.
• Evaluate, prioritize, and escalate incidents based on criticality and operational impact.
• Lead incident response efforts, coordinating resources, facilitating communications, and driving resolution, focusing on restoring services for the guest/crew experiences.
• Provide major incident management support, including coordinating resources, facilitating communication, and driving resolution efforts for incidents that have a significant impact on operations or guest/crew experiences
• Act as the primary point of contact for assigned ships, providing white-glove support to shipboard leaders
• Conduct ship health checks, turnaround validations, and proactive stabilization of systems and services
• Collaborate across shipboard, development, support, and vendor teams to drive resolution and align on priorities
• Communicate incident status, operational impacts, and resolutions to internal stakeholders with clarity and consistency
• Monitor system performance, conduct and validate deployments, support integration or feature testing as needed, and leverage operational data to prevent incidents 
• Partner with DevOps and Engineering teams during releases to monitor outcomes and manage risk.
• Contribute to root cause analysis, process improvements, and experience reliability initiatives.
• Support automation, tooling enhancements, and long-term experience roadmap execution.Support training, demos, activations, and updates to keep shipboard and shoreside teams aligned
• Contribute to root cause analysis, recurring issue reduction, and process improvements

On your first day: 

You will be eligible to participate in our company-sponsored plans:  

• Medical  
• Vision 
• Dental 
• Life Insurance 
• Short-term disability  

Additional benefits include: 

• A tax-deferred 401 (k) investment savings plan, with a company match of up to 4%, eligibility at 90 days 
• Bonus program paid quarterly
   

Apply today and be considered for a role with a global industry leader and a fantastic opportunity to achieve great success.

Thank you for your time, and we look forward to you joining our LMS/GEM team! 

Medallion Class News: 

https://www.princess.com/ships-and-experience/ocean-medallion/ 

https://www.ship-technology.com/features/princess-cruises-oceanmedallion-aces-contactless-cruising 

We are an EOE company and embrace diversity within our workplace.