Operations Manager I

Expected Salary: $ 83,000.00 - $ per year.

Metro Shore Services is recognized for its rich history of excellence in the cruise industry. Our focus on quality and innovation has raised the bar for the level of service delivered today. We are a nationwide, all-inclusive service provider for Cruise Terminal Management, Ship’s Agency, Stevedore Services, Ground Guest Services, Shore Excursions and Terminal Security Services. Our mission is to consistently deliver safe, efficient, innovative and environmentally responsible maritime operational solutions for our customers.

The Operations Manager I ensures seamless cruise day operations by leading staff, coordinating with external partners, and maintaining high standards of service, safety, and compliance. This role is pivotal in driving operational excellence, fostering strategic relationships, and ensuring client satisfaction across port and airport operations.

• Leads cruise day operations at designated ports and airports, serving as the primary contact for cruise line guests and management.
• Builds and maintains strategic relationships with internal (Metro Shore) and external (Port Authorities, Terminal Security, Port Police, Airport personnel, Port Agencies, transportation vendors, etc.) customers.
• Collaborates with cruise line account managers to align operational plans, revise procedures, and ensure service excellence.
• Oversees recruitment, onboarding, and training of part-time hourly staff to meet client and internal standards.
• Manages staff scheduling using UKG system, ensuring alignment with operational templates and budget constraints.
• Monitors staffing levels and adjust in real-time to meet client parameters and optimize labor costs.
• Reviews and approves payroll post-operation, coordinating with HR on irregularities (e.g., retroactive pay, holiday pay).
• Ensures compliance with HR policies and procedures for all hourly staff.
• Compiles and submits turnaround operation reports to cruise line partners and internal teams.
• Attends port and airport operations meetings; disseminates updates to staff and leadership.
• Implements incremental revenue initiatives aligned with strategic goals.
• Ensures safety, security, and environmental compliance across all operations.
• Ensures staff maintain professional appearance and adhere to dress code standards as part of representing the company and cruise line partners.
• Holds self and team accountable for working safely and complying with all operational, regulatory, and company-specific programs, policies, and procedure.
• Investigates and report incidents/accidents to internal and cruise line stakeholders.
• Maintains organized documentation in shared folders for audit and future reference.
• Prepares and submits client invoice documentation to finance.
• Responds to client inquiries and complaints related to pier and airport operations within 24 hours.
• Enforces company policies and procedures across all operational areas.
• Performance Goal:
  Achieve 95% on-time staffing and operational readiness across all cruise day operations within the first 6 months.
• Adapts to changing schedules and operational needs, including availability on weekends, holidays, and travel via car, plane and other modes of transportation to support other port operations.
• Other duties as assigned by Regional Manager, CA for MSS.

• Education:Associate’s or Bachelor’s Degree in Business, Hospitality, or a related field.
• Experience:Minimum of 3 years in a travel or cruise-related industry in a supervisory or assistant manager role.
• Knowledge:
  • Strong understanding of operational logistics and cruise line procedures.
  • Working knowledge of labor scheduling systems (e.g., UKG).
• Skills:
  • Proficiency in Microsoft Excel, Outlook, and Word.
  • Elevated verbal and written communication skills.
  • Strong ability to lead, train, and motivate hourly staff.
  • Ability to manage payroll and ensure compliance with HR policies.
  • Strong problem-solving and adaptability in dynamic environments.
  • Commitment to delivering exceptional customer service.

• Additional
  
  Experience:
  
  Experience working directly with cruise line…