Revenue Management Operations Support Supervisor

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We’re looking for an amazing Supervisor, Revenue Management Operations Support to fill this role. This is a hybrid, in-office role. You’ll work in person at our Seattle Office Tuesday to Thursday each week. You’ll be responsible for overseeing the day-to-day operations of full-time Operations Support staff, temporary contractors, contact center support, and designated Probe agents; ensuring efficient workflow, managing staff performance, maintaining quality standards, and implementing operational strategies to achieve productivity targets, all while adhering to company policies and SOX regulations. Track employee goals, conduct performance evaluations, and identify training needs. Participate in hiring and onboarding new staff. Collaborate with other departments to ensure smooth cross-functional operations. Communicate effectively with management, staff, and other stakeholders on operational updates and issues. Facilitate team meetings to discuss operational performance and address concerns. Maintain department knowledgebase and work with teams leads and super users to ensure reference materials are up to date and new function write-ups are catalogued and distributed.

Here’s a summary of what Holland America Line is looking for in its Supervisor, Revenue Management Operations Support. Is this you?

Responsibilities

• Oversee day-to-day operations, review and approve staff scheduling, track employee goals for performance reviews, and address training needs.
• Facilitate and attend meetings for the purpose of providing operational instruction to team members, collaborate with other departments on cross-functional operations, and ensure any work being requested of the department is able to be carried out within realistic timelines.
• Maintain department knowledgebase and work with teams leads and super users to ensure reference materials are up to date and new function write-ups are catalogued and distributed.
• Utilize Power BI reporting to perform analysis of voyage and promotional data. Make data-driven decisions on the use of team resources and timelines for new projects and tracking progress.
• Delegate project work to team members and ensure key functions are properly cross-trained.
• Participate in interviewing, onboarding, and pairing new hires with senior staff for training and mentoring.
• Manage IT tickets and ordering software and equipment for the department.
• Liaise with Decision Support and Data Warehouse to ensure ad hoc reports are supported and to have new reports created as needed.
• Maintain ownership over error and solution management
• Additional duties as assigned.

Requirements

• High School Diploma/GED
• 1-2+ years of relevant Experience: Prior supervisory experience in a similar operational setting.
• Travel Industry experience preferred.
• Knowledge of POLAR Reservation System, Maritime Exchange Procurement (MXP), and Power BI preferred.
• Microsoft Office 365 proficiency.
• Proven ability to lead and motivate a team, creating a positive work environment. 
• Strong analytical skills to interpret data and make informed decisions regarding operational improvements.
• Excellent problem-solving abilities to identify and resolve operational challenges effectively. 
• Excellent written and verbal communication skills to convey information clearly to all levels of the organization

What You Can Expect 

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)  
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives 
• Base Salary Range: $72,900 to $98,400. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture…Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health,