Experienced Business Support Manager for Customer Experience Enhancement – Terminal Operations and Logistics Expertise

Introduction to arenaflex

arenaflex is a leading player in the private industry, renowned for its exceptional customer experience and seamless operations. As a key member of our team, you will be responsible for upholding the highest standards of service, quality, and communication in our terminal activities. If you are a highly motivated and organized individual with a passion for delivering outstanding customer experiences, we invite you to join our dynamic team as a Business Support Manager.

Job Overview

In this critical role, you will be responsible for supporting the organization, communication, quality assurance, and project management of all aspects of terminal activities, third-party vendors, technology, and internal partners. Your primary objective will be to ensure a smooth and consistent customer experience for our clients across various home ports globally. You will work closely with our ground service providers, including terminal, hotel, airport operations, and transportation teams, to deliver exceptional service and support.

Key Responsibilities

• Participate in the development, improvement, and communication strategy for terminal activities and core partners
• Drive continuous improvement of working processes to enhance our services both internally and externally
• Lead new processes and projects to ensure timely and accurate completion
• Maintain and update databases, such as Port Arrival Times, Daily Activity Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests
• Support the Terminal Support Manager with the moderation process and citizenship queries, as well as cast member development
• Assist with agenda planning documentation for citizenship requirements
• Play a key role in creating content, training, and adapting audiences regarding business integration program development and implementation plans for our overall operation
• Identify issues and resolve problems related to programs, content, and measurement to improve project success
• Maintain terminal activities documentation, including but not limited to operating guides, forms, and customer embarkation insurance for accuracy and consistency
• Schedule, seat, and record office meetings
• Lead communication with partner areas, both internal and external, with any feedback as well as any operational updates or changes
• Attend and support terminal activities in Port Canaveral, South Florida, and Outports
• Occasionally support the Outport team by assisting with terminal/area launch operations
• Conduct Quality Assurance Reviews and schedule reviews for terminal activities
• Collaborate with all other departments within arenaflex to ensure a seamless customer experience
• Act as a contact between arenaflex and all third-party vendor operations
• Maintain a positive working relationship with third-party vendors participating in daily port operations

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's degree in a relevant field
• Knowledge of cruise products, the cruise industry, and terminal operations
• Understanding of internal and external connections and responsibilities as they relate to a cruise terminal wharf operation
• Strong knowledge of Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint
• Proven ability to handle multiple priorities in a fast-paced environment
• Strong customer service skills
• Excellent verbal and written communication skills
• Strong analytical, organizational, and problem-solving skills
• Travel industry experience
• Ability to work flexible hours, including weekends and holidays
• A valid passport, as this position may require international travel
• Ability to travel frequently to support terminal operation areas
• Ability to lift 50 pounds, push luggage carts that may weigh over 500 pounds, and operate equipment in a warehouse setting

Preferred Qualifications

While not essential, the following qualifications are desirable:

• Over three years of cruise line terminal operations or similar experience
• Knowledge of arenaflex systems, including DXP, Seaware, and Fidelio
• Understanding of immigration policy regarding locations arenaflex sails from, including but not limited to the US, Schengen region, Canada, Australia, and New Zealand
• Microsoft PowerApps/Power Automate experience

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Business Support Manager, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program
• Ongoing training and development sessions
• Opportunities for career advancement and progression
• Access to industry-leading technology and systems
• Collaborative and dynamic work environment

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values its employees and customers. Our work environment is fast-paced and collaborative, with a focus on delivering exceptional customer experiences. We offer a range of benefits, including:

• Competitive salary and benefits package
• Opportunities for career advancement and progression
• Comprehensive training and development program
• Collaborative and dynamic work environment
• Access to industry-leading technology and systems

Compensation, Perks, and Benefits

As a Business Support Manager at arenaflex, you can expect a competitive salary and benefits package, including:

• A hourly rate of $26
• Comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for career advancement and progression
• Comprehensive training and development program
• Collaborative and dynamic work environment
• Access to industry-leading technology and systems

Conclusion

If you are a motivated and organized individual with a passion for delivering exceptional customer experiences, we encourage you to apply for the Business Support Manager role at arenaflex. With its competitive salary and benefits package, comprehensive training and development program, and collaborative and dynamic work environment, this is an opportunity not to be missed. Apply now to join our team and take the first step towards a rewarding and challenging career in the private industry.