Voyage Operations Lead (Remote) — Guest & Systems

Windstar Cruises; Miami (FL); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental & Vision

HSA & FSA

Life & Disability

Vacation, Sick Time & Holidays

401(k) with Company Match

Employee Discounts & Travel Deals

Education Assistance

Employee Assistance Plan

Pet Insurance

Job summary

Windstar Cruises is seeking a Voyage Operations Specialist Lead to oversee day-to-day booking and voyage operations across Guest Services. This remote, full-time role reports to the Operations Supervisor and guides Operations Agents, ensuring accurate processing, effective communication with ships, and timely issue resolution.

The ideal candidate has 1+ years in contact center or reservations, strong MS Office skills, and experience in travel or cruise.

Qualifications

• 1+ years of contact center or reservations operations experience.
• Demonstrated experience overseeing teams with varied duties and skill levels.
• Intermediate to advanced proficiency in Microsoft Office (Excel, Word, Outlook, Teams), with the ability to train others on core usage.
• Experience in the travel, hospitality, or cruise industry strongly preferred.

Responsibilities

• Operational Leadership and Service Support: provide day-to-day direction and production oversight for Operations Agents; oversee inboxes for timely, accurate responses.
• Coordinate guest and travel advisor communications related to bookings, invoices, itinerary changes, and irregular operations.
• Review and approve or deny early disembarkation and late embarkation requests per policy; provide backup support for main phone queue and lead line.
• Process Documentation and Quality Control: create, review and maintain SOPs, Scribes, and operational documentation; maintain SharePoint resources; prepare ad hoc quality control reports.
• Systems, Testing, and Change Management: serve as SME for D-Flo and HubSpot, conduct UAT, respond to system issues, and promote adoption of AI tools and new tech.

Skills

Contact center experience

Team leadership

MS Office proficiency

Cruise/travel industry experience

Communication skills

Tools

Seaware

SharePoint

D-Flo

HubSpot

Job description

Windstar Cruises is seeking a Voyage Operations Specialist Lead to oversee day-to-day booking and voyage operations across Guest Services. This remote, full-time role reports to the Operations Supervisor and guides Operations Agents, ensuring accurate processing, effective communication with ships, and timely issue resolution.

The ideal candidate has 1+ years in contact center or reservations, strong MS Office skills, and experience in travel or cruise.