Manager, Global Benefits

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

 

We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.

 

The Royal Caribbean Group’s Total Rewards Team has an exciting career opportunity for a full time Manager, Global Benefits reporting to the AVP, Global Benefits.

 

The position is onsite and based in Miami, Florida.

 

The position is also not eligible for work authorization sponsorship.

 

Position Summary:

 

Lead the transformation of Benefits Operations by optimizing service delivery, reengineering end-to-end processes, and leveraging technology including AI-enabled automation to streamline workflows, improve response timeliness and first-contact resolution, and elevate the employee experience. This role also oversees the employee cruise benefits program and drives results through data-driven performance and financial management.

 

Key Responsibilities:

 

• Benefits administration: Oversee day-to-day operations of Health and Wellness programs; execute and manage benefit spend; ensure compliance; implement/enhance programs. 

• Team leadership: Lead local and overseas teams handling high-volume benefits inquiries; develop talent through coaching and training; foster a collaborative environment. 

• Inquiry management & service delivery: Define and manage intake, routing, escalation, and service metrics (timeliness, first-contact resolution); monitor quality and performance via dashboards/analytics; expand self-service and automation to reduce cycle times and improve experience. 

• Employee cruise benefits program: Lead the Employee Cruise team and daily program administration; set, monitor, and report KPIs; drive continuous improvement through root-cause analysis, workflow redesign, standardization, and rework reduction; strengthen communications, self-service resources, and proactive issue prevention in partnership with stakeholders. 

• Process improvement: Identify and deliver end-to-end process reengineering across benefits operations; implement best practices, SOPs, controls, and continuous improvement routines. 

• AI & digital enablement: Partner with HR/IT/vendors to prioritize automation (workflow, case routing, data validation); apply AI for knowledge management, inquiry triage, and self-service; establish a scalable operating model with governance, controls, and change management; track and report value (productivity, first-contact resolution, backlog reduction). 

• Vendor management: Manage vendors/TPAs; ensure performance and ROI; support contract negotiation and issue resolution to ensure seamless service delivery. 

• Data-driven management: Use analytics to guide decisions and continuous improvement; manage budgets and financials to ensure cost-effectiveness and value. 

 

Qualifications, Knowledge and Skills:

• Bachelor’s degree in Human Resources, Business Administration, or related field. 

• 7+ years in an operational role, including 3+ years in management. 

• Strong analytical, problem-solving, and financial management skills; comfort with data analysis. 

• Experience managing remote/overseas teams. 

• Benefits administration experience and knowle