Director Call Center Operations, North America and Australia
Holland America GroupMiami, Florida, United States
Posted March 10, 2026
Full Time
About the Company
Holland America Group is a leading cruise line based in Seattle, Washington, specializing in luxury ocean travel. The company offers a diverse range of cruise experiences, from family-friendly voyages to sophisticated adult cruises, emphasizing comfort, entertainment, and culinary excellence. With a strong commitment to customer satisfaction and environmental sustainability, Holland America Group distinguishes itself through its premium amenities, personalized service, and innovative ship designs.
Job Description
The Director of Customer Service Solutions and Operations is accountable for delivering Cunard’s White Star Service while directly driving revenue growth, guest retention, and lifetime value across North America and supported international markets.
Requirements
- 5+ years of progressive leadership experience in customer service, sales, commercial operations, or revenue-generating service environments within hospitality, travel, luxury, or adjacent industries
- Direct experience working with travel partners and managing partner-facing service or sales relationships
- Proven experience leading and developing teams, including coaching leaders and frontline specialists
- Experience driving measurable outcomes across revenue, conversion, retention, service quality, and cost-to-serve
- Experience operating in a matrixed, cross-functional environment, partnering closely with Commercial, Sales, Marketing, Revenue Management, and Operations as well as other global partners
Benefits
- Cruise and Travel Privileges for You and Your Family
- Health Benefits
- 401(k)
- Employee Stock Purchase Plan
- Training & Professional Development
- Tuition & Professional Certification Reimbursement
