- In collaboration with our Medical, Risk, Legal, Security, Shipboard, and Senior Leadership Team, create and document procedures that are fit for a 24/7 global operation.
- Provide guidance and support to Care Team members who may be called upon to respond to a Care Team case, which may include but are not limited to the following: medical disembarkation, crime victims, ship's evacuation, missing persons, accidents onboard, and ashore, as well as death.
- Liaise with Risk and Legal to ensure all Care Team actions are properly documented
- Provide effective leadership and support for the Care Team dispatchers supporting deployments, crew, and sailors remotely.
- Facilitate travel arrangements and logistics when Care Team deployment is needed.
- Team Management: Supervise and provide leadership to the Care Team, including assigning tasks, monitoring performance, and offering guidance and support to ensure efficient and effective Care Team support delivery to our sailors and crew on a daily basis.
- Build out and nurture a global network of support partners including Port Agents, Ground Handlers, industry experts, and emergency preparedness partners
- Quality Assurance: Implement and monitor quality assurance processes to maintain high standards for Care Team cases management, tracking, and delivery. Conduct regular audits, assess Care Team members' satisfaction, and address any areas requiring improvement.
- Ensure compliance with regulatory standards and best practices in collaboration with the ERP (Emergency Response Planning) team.
- Through systematic assessments, review Care Team SOPs quarterly. Conduct and document care and risk assessments and develop Care Team processes related to the assessed needs and feedback from Risk, Medical, Shipboard, Security, and Senior Leadership team.
- Communication: Serve as a liaison between the Care Team, and other departments. Facilitate effective communication and maintain open lines of communication to ensure the coordination of Care Team support and address any concerns or issues promptly.
- Care Team Development: Identify training needs and provide ongoing education and professional development opportunities to the Care Team members.
- Foster a positive work environment that encourages growth, teamwork, and continuous learning.
- Establish and train a global network of dedicated Crew volunteers to provide emotional and logistical support for Sailors and/or fellow Crew.
- In collaboration with our learning team (Learn & Grow), prepare and host bi-annual refresh/key learnings sessions to Care Team volunteers
- Create, continually improve, and enforce all department and company SOPs, policies, and governmental regulations as outlined.
- Set brand-level Care Team vision, OKRs, and standards that reflect best-of-class employee and Sailor service with a philosophy that demonstrates we are an epic partner.
- Develop Care Team volunteers through effective performance engagement and ongoing feedback, fostering strategic and systems thinking, and development of talent and functions.
- Manages organizational relationships (internally and externally) in a manner that builds mutual trust and respect.
- Turn highly complex operational delivery mechanisms into simple solutions that teams can consistently deliver.
- Resource Management: Optimize resource allocation, including Care Team staffing levels, equipment, and resources needed, to best support deployments and Care Team cases, and budgetary constraints.
- Monitor, track and manage expenses related to Care Team cases
- Oversee, liaise, and support with insurance claims and insurance partners to facilitate Care Team case management shipboard and shoreside.
- Other duties as assigned.
- Bachelor's Degree and 5+ years of leadership; or 10+ years of relevant experience with 5+ of those being leadership roles.
- A high degree of independence, self-motivation, tenacity, and drive
- Able to travel internationally on short notice
- Demonstrated ability to perform well in a highly dynamic, geographically diverse, and rapidly changing environment
- Ability to prioritize tasks, manage multiple responsibilities simultaneously, and adapt to changing priorities is crucial in a fast-paced Care Team management role.
- Problem-Solving and Decision-Making: Demonstrated skills in critical thinking, problem-solving, and making sound decisions to address complex Care Team and operational issues.
- Continually focused on personal and team growth, by keeping role knowledge current, staying informed, participating in and leading training programs, and attending and speaking at workshops, seminars, and trade shows
- Demonstrated commitment to diversity, equity, inclusion, and belonging
- Promote the professional image of the services through excellent communication, appropriate behavior, and professional appearance.
- Proficiency in Spanish, Greek, Italian, Japanese, and/or Mandarin Chinese
- Master's Degree in a related field
- Certificates in Emergency Management, LEAN, and/or LUMA
- Cruise ship experience is strongly preferred
- Former Care Team "Go Team" experience
- A hybrid that can flex to 100% On-site
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Manager - Care Team - Fort Lauderdale, United States - Virgin Voyages
Description
We're on the hunt for an epic human to lead our Care Team to ensure that when an unlikely emergency occurs, we have a dedicated focus on supporting our Crew (employees) and Sailors (customers). This includes, but is not limited to program development and growth, training, maintaining an appropriate volunteer pool, and leading the on-call global support.
What You'll Do
Core Duties
Manager - Care Team professionals in Fort Lauderdale
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Frederick Leonard
Tech support guru.
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Bryan Sherman
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Caroline Morano Hillman
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Mehmet Turkmen
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Kirsten Canavan
Nurse Practitioner
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Cadine Wallace
Sales/Pilot