Casino Call Center Manager - ONSITE - Fort Lauderdale, FL

Casino Call Center Senior Manager

One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can't.

We're looking for an amazing Casino Call Center Senior Manager to fill this role. The Casino Call Center Senior Manager is a high-impact, enterprise-level leadership role accountable for the end-to-end performance of Princess Cruises' global casino contact center ecosystem. This executive contributor will own the strategy, governance, and operational excellence of inbound casino guest support, outbound sales engagement, and global escalation management — spanning both internal teams and strategically selected BPO partners across multiple geographies.

This leader will architect and execute robust programs in training, quality assurance, KPI-driven performance management, and guest escalation resolution, setting a new standard for casino service delivery across the enterprise. A defining responsibility of this role is the ground-up design and launch of a new in-house casino service center in Miramar, FL — a flagship initiative that requires visionary leadership, cross-functional alignment, and disciplined project execution.

The Senior Manager will serve as the authoritative voice on casino contact center strategy, influencing C-suite and senior stakeholder decisions, while translating business objectives into measurable outcomes that elevate guest loyalty, maximize revenue per contact, and strengthen the Princess Cruises casino brand globally.

Here's a summary of what Princess is looking for in its Casino Call Center Senior Manager. Is this you?

Responsibilities

• Global Casino Call Center Service Excellence & Escalation Management — Direct and oversee all global casino contact center operations, including inbound guest support, VIP concierge services, and multi-tier escalation management. Serve as the ultimate point of accountability for SLAs, guest satisfaction targets, and operational continuity across internal teams and BPO partners in multiple regions. Establish escalation frameworks and real-time decision-making protocols that protect high-value guest relationships and improve first-contact resolution.
• Training, Quality Assurance & Talent Development — Design, implement, and evolve enterprise-grade training curricula and QA programs that enforce brand standards, compliance requirements, and best-in-class service behaviors across all contact channels and geographies. Establish calibration processes, call-monitoring cadences, and performance-coaching frameworks. Build a culture of continuous learning and succession readiness through structured talent-development pipelines.
• Outbound Casino Sales & Guest Engagement Strategy — Architect and lead a high-performance outbound strategy targeting casino player segments with personalized, data-informed outreach. Partner with Casino Marketing, CRM, and Analytics teams to design campaigns that maximize reactivation, upsell, and revenue-per-contact metrics. Leverage player-behavior data and predictive modeling to drive conversion and deepen long-term guest loyalty.
• Innovation, Digital Transformation & Global Project Management — Identify and champion emerging contact-center technologies including AI-assisted routing, conversational AI, omnichannel platforms, and advanced analytics dashboards. Lead complex, multi-workstream projects from ideation through deployment, managing cross-functional stakeholders, vendors, and executive sponsors. Benchmark global best practices in casino guest services and translate insights into competitive advantage.
• Executive Reporting, Analytics & Continuous Improvement — Own the design and delivery of executive-level performance reporting encompassing KPIs, SLA attainment, revenue contribution, agent productivity, and guest satisfaction metrics. Develop insight-driven business cases to support headcount, technology, and operational investment decisions. Lead structured root-cause analyses and implement systemic process…