Director of Operations

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Full Time Basel, Basel-Stadt (de), CH

2 days ago Requisition

At Ama Waterways, we believe meaningful careers begin with purpose, passion and a shared commitment to delivering unforgettable experiences. For those who value curiosity, connection and personal enrichment, Ama Waterways offers the opportunity to help craft meaningful river journeys that invite travelers to follow their own current. Built on a foundation of heartfelt hospitality, we treat our guests and each other with genuine care, warmth and respect.

Ama Waterways fosters a collaborative environment both onboard our ships and across our global network of offices, where team members grow together, support one another and take pride in upholding the high standards and thoughtful service our company is known for.

We invite talented, motivated professionals to explore our career opportunities and begin their journey with Ama Waterways today.

The Director of Operations leads the Basel Operations team and is accountable for the real-time execution, consistency and continuous improvement of Ama Waterways’ Basel cruise operations. Reporting to the Chief Operating Officer, this role provides visible and decisive local leadership, strengthens coordination among shoreside and shipboard partners, and ensures operational issues are resolved quickly and as close to the operation as possible.

The Director establishes clear standards, decision rights and accountability across a complex, fast-moving environment while protecting the guest experience, brand standards and business continuity.

• Lead the day-to-day work, priorities, performance and development of the Basel Operations team, including ship coordinators and other Basel-based Operations team Members.
• Provide operational direction to independent-contractor Cruise Managers while they are on assignment, including scheduling, deployment, assignment readiness, real-time decisions, performance, conduct, assignment-related pay and expenses; ensure they receive the information, tools and support required to deliver each assignment successfully.
• Direct Basel cruise operations in real time and coordinate operational decisions and responses across the Basel and Los Angeles Operations teams, River Tech, Sea Chefs and the broader extended Operations team. Make timely local decisions within established decision rights, ensure Cruise Managers are promptly informed of relevant operational decisions and responses, and ensure prolonged or fleet-wide disruptions, major mechanical issues and matters with significant guest, operational or financial impact are managed collaboratively with the appropriate operational partners and stakeholders.
• Establish clear decision rights, escalation protocols and operating rhythms that enable teams to act with confidence and resolve issues efficiently.
• Ensure accurate, timely communication among shoreside teams, Cruise Managers, onboard teams, operating partners and other guest-facing teams before and throughout each cruise.
• Lead crisis-management planning and operational response in partnership with Nautical, Hotel Operations, Product, Guest Relations, Reservations and other relevant functions.
• Provide timely, documented post-assignment feedback and readiness assessments to the Global Director, Learning & Development so coaching, development and succession planning reflect demonstrated operational performance.

• Oversee the quality and reliability of shoreside services, including DMCs, excursions, transfers, accommodations and pre- and post-cruise programs, in partnership with Product, incorporating Cruise Manager feedback and insights as a key frontline perspective on the guest experience and quality of DMC services.
• Monitor shipboard service delivery in close partnership with Sea Chefs, River Tech and other operating partners, and collaborate closely with Marketing to ensure consistent…