Guest Experience Vendor Manager

*This is for international applicants only. If you are located in the U.S., please visit our Careers Page.*

*We are unable to sponsor or take over sponsorship of an employment Visa at this time. We do not offer international contractor roles, ONLY international employment agreements.*

 

Curious? Join the Insite Journey!

 

This is a remote role for individuals who currently reside in South Africa, Compensation 82,000 - 88,000 ZAR/month

 

Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!

 

As a Guest Experience Vendor Manager supporting Princess Cruises, you will ensure every guest who calls in receives the white glove experience they deserve! Using your expertise in BPO contact center operations, you’ll listen to guest calls, follow the guest journey end to end, and feel the pain points guests feel. You’ll analyze data to uncover trends, get to the root of guest challenges, and partner with BPO partners to build, execute, and manage lasting solutions. In this role, you will help reduce costs, streamline operations, elevate the end-to-end guest experience, and drive consistency across BPO partners as Princess continues to set the standard for guest experience at sea!

 

How you can be Exceptional in this role:

• Listen to guest calls and follow the guest journey from booking to post-cruise to uncover pain points and root causes
  
• Own guest experience improvements and change management initiatives end to end, partnering with BPO teams to develop, implement, and sustain solutions
  
• Partner with BPO teams to improve call flows, training, routing, and knowledge resources
  
• Analyze contact center KPIs and guest data to identify trends, prioritize opportunities, and measure results
  
• Work through and manage BPO financials, including pricing, invoicing, SLAs, and cost to serve
  
• Lead partner business reviews focused on quality, guest satisfaction, first contact resolution, and cost
  
• Partner with BPO teams to implement, and drive continuous 
  
• Help implement and drive consistency across Princess’s larger BPO framework
  
• Partner with BPO teams to embed Princess’s global operating framework, driving consistent execution, accountability, and operational excellence across partners
  
• Align cross-functional teams and BPO partners around shared priorities, driving accountability and progress across multiple workstreams
  

 

How you will help us Succeed together:

• 5+ years of experience in BPO contact center operations with manager-level ownership of operational performance and results
  
• Deep understanding of how BPOs operate, including what drives performance, what to change, and how to change it
  
• Demonstrated experience leading change management initiatives and implementing customer or guest journey improvements with measurable results
  
• Hands-on experience managing BPO financials and partner contracts
  
• Strong analytical skills to pull and analyze data and KPIs, and turn them into clear insights that drive decisions
  
• Genuine guest empathy with the ability to work directly with guest interactions to understand challenges and gaps
  
• Strong understanding of contact center operations, including the factors that impact service delivery and guest experience
  
• Experience identifying root causes and translating findings into actionable, sustainable solutions
  
• Ability to influence BPO partners, drive operational accountability, and collaborate across teams to implement lasting improvements
  

 

How you can Stand out:

• Cruise, hospitality, airline, or travel BPO experience
  
• Six Sigma Certified
  
• Bilingual (English/Spanish)
  
• Experience leading cultural and operational transformation alongside technology change, ideally across global or multi-market environments
  
• Experience implementing AI-enabled solutions within customer service or contact center operations, including agent-assist and data-mining capabilities
  
• Demonstrated ability to drive adoption of new tools and ways of working through effective change management, training, and clear communication of the purpose and value behind the change