Cruise Operations Team Lead

We are looking for an experienced Cruise Operations Team Lead to join our Product Operations Team at our global headquarters in Scottsdale, Arizona. At ONE, everything we do starts and ends with the customer. Our ideal candidate is someone who can maintain high operational standards, manage day-to-day cruise operations, and act as both an individual contributor and collaborator, with the intent of delivering a positive and seamless experience for end users. The primary focus of this role is to establish and optimize processes for cruise booking management, order validation, and fulfillment across our product lineup. As the team lead, you will play a key part in leading by example, building efficient workflows, processes, and scaling the cruise segment of our product operations team. You will collaborate with cross-functional teams, including Sales, Marketing, Suppliers, and more, in an effort to drive operational excellence. Additionally, you will work closely with Product Operations Specialists, Operations Management, and product Owners to support cruise promotions and fare code management.

Key Responsibilities

Team Lead:

• Lead the development and implementation of processes for cruise booking confirmations, for our VIP clients, and all other cruise bookings made on our marketplace
• Help with the development and onboarding of new to role cruise operations specialists
• Work directly with Product Operations Management to develop and implement strategies to improve team efficiency, monitor workloads, and distribute tasks effectively across the team
• Oversee the completion of daily, weekly, and monthly operational tasks assigned to the Cruise Operations team, ensuring deadlines are met with high-quality standards
• Ensure team members follow best practices, standard operating procedures (SOPs), and company policies in their daily work.

Operations:

• Oversee the daily validation of all cruise bookings, including checks for cruise line receipts, payment emails, and customer payment reconciliations
• Manage end-to-end payment processes between ONE Company and Cruise Lines, covering deposits, final payments, error resolutions, and reconciliations
• Validate commission(s), booking edits, cancellations, and refunds
• Act as a hybrid resource for fare code operations and promotion operations
• Ensure fulfillment of stacked promotions and value propositions
• Maintain deep knowledge of Cruise Line vs. internal promotions
• Manage cruise inventory content, conduct regular marketplace maintenance, and participate in IAT testing
• Drive future improvements, including automated booking validation, enhanced payment reconciliation, stronger auditing, efficient workflows for changes/corrections, and robust promotion management
• Review and update standard operating procedures (SOPs) and related documents as needed to reflect changes in operations or improve efficiency
• Proactively monitor and report on team progress, escalating issues to management when necessary

Qualifications

• High School Diploma or equivalent; further education or relevant certifications in business management or operations preferred
• 2 years of cruise operations experience
• 2 years of leadership experience
• Proven experience in business operations, booking management, or related travel industry roles, with a focus on process development
• Excellent verbal and written communication skills
• Strong experience using Microsoft Office Suite (Excel, Word, PowerPoint) and proficient in navigating various computer programs and internal systems
• Ability to troubleshoot common issues, offer effective recommendations, and manage escalations professionally
• Exceptional organizational skills and attention to detail, ensuring operational processes are followed accurately
• Ability to manage changing priorities and adapt to new processes or systems
• Ability to work with urgency to deliver tasks and reports on time, ensuring operational success
• Experience with travel industry booking engines (preferred)*
• Strong understanding of fare codes, cruise promotions, payment reconciliations, and the cruise line industry (preferred)*

About ONE

Welcome to ONE! While we’re headquartered in sunny Arizona, we’ve always got travel on our minds. We’re in the business of creating transformational technology and business solutions using our decades of expertise creating unique programs and products combined with next generation technology. With over 30 years of experience with some of the world’s most respected brands in the travel, finance, entertainment, technology, education and retail industries, we’re a leader in the loyalty travel solutions space.

Join us and get ready to grow with us! Our passionate and talented team members encourage a collaborative work environment where ideas and innovation have no limit. We’re always looking for awesome new people to come aboard!

We hope to welcome you to the team soon!

What We Offer

• Exclusive Team Member Travel Discounts

• Affordable Medical Insurance

• 100% Employer Paid Dental and Vision Insurance

• HSA with Company Contribution

• 401(k)

• Basic and Voluntary Life & AD&D

• Pet Benefits

• Free Parking

• Amazing Culture!

ONE is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.