Experienced Business Support Manager – Customer Experience and Operations

Join arenaflex, a leading entertainment and media company, in a dynamic role that combines customer support, operations, and business acumen. As an Experienced Business Support Manager, you will play a critical role in ensuring a seamless and exceptional customer experience for arenaflex's Disney Voyage Line guests.

About arenaflex

arenaflex is a global entertainment and media company that creates immersive experiences for audiences around the world. With a rich history of innovation and creativity, arenaflex has become a leader in the industry, known for its commitment to quality, customer satisfaction, and employee development. As a member of the arenaflex team, you will be part of a dynamic and collaborative environment that values diversity, inclusion, and continuous learning.

Job Summary

We are seeking an Experienced Business Support Manager to join our Terminal Activities team, responsible for supporting the delivery of a smooth and consistent customer experience across various home ports globally. As a key member of the team, you will work closely with internal and external stakeholders to ensure seamless embarkation processes, quality assurance, and operational excellence. This role requires a unique blend of business acumen, customer service skills, and technical expertise, with a focus on driving process improvements and ensuring exceptional customer satisfaction.

Key Responsibilities

* Participate in the development, implementation, and maintenance of embarkation processes, including issue resolution, upgrades, and communication strategies for Terminal Activities and core partners.

• Drive continuous process improvements to enhance Disney Voyage Line services both internally and externally.
• Develop and implement new processes and projects to ensure optimal and precise delivery.
• Maintain and update datasets, such as Port Appearance Times, Daily Action Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests.
• Support the Terminal Operations Manager with the Moderate process and citizenship questions and Cast Member development.
• Assist in scheduling and documentation for citizenship requirements.
• Play a critical role in creating content, teaching, and adjusting crowds regarding business mix program development and execution plans for the overall Disney Voyage Line operation.
• Identify and resolve issues related to projects, content, and metrics to improve project success.
• Maintain Terminal Activities documentation, including but not limited to, working guides, forms, and Visitor embarkation insurance for accuracy and consistency.
• Schedule, Seat, and Record office meetings.
• Lead communication with partner regions, both internal and external, with any feedback, as well as any functional updates or changes.
• Attend and support Terminal Activities in Port Canaveral, South Florida, and Outports.
• Occasionally support the Outport team by assisting with terminal/area launch tasks.
• Lead Quality Assurance Reviews and schedule Reviews for terminal activities.
• Collaborate with other divisions within Disney Voyage Line to ensure a consistent customer experience.
• Serve as a liaison between Disney Voyage Line and all external vendor activities.
• Maintain a positive working relationship with external vendors participating in daily port activities, including but not limited to, Customs and Border Protection Authorities, Port Power, Local Policing, Stevedores/Watchmen, Security, and all Disney Voyage Line teams.

Essential Capabilities

* Knowledge of voyage products, the cruise industry, and terminal activities

• Knowledge of internal and external connections and obligations as they relate to a cruise terminal wharf activity, including but not limited to, the following: Dock registration methods, Embarkation techniques, and Visitor transportation
• Demonstrated proficiency in Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint
• Ability to manage multiple priorities in a fast-paced environment
• Proven customer service skills
• Strong verbal and written communication skills
• Demonstrated logical, analytical, and critical thinking skills
• Travel industry experience
• Ability to work flexible hours, including weekends and holidays
• Must have a valid passport, as this position may require international travel
• Ability to travel frequently to support terminal activity areas
• Ability to lift 50 pounds, push street cases that may weigh over 500 pounds, and use equipment in a warehouse setting (bed stacking, bed jack)

Preferred Capabilities

* Over three years of cruise line dock activities or similar experience

• Disney Voyage Line Manager and Base knowledge, strategy, methods
• Microsoft PowerApps/Power Automate
• Demonstrated knowledge of Disney Voyage Line systems, including DXP, Seaware, and Fidelio
• Knowledge of migration strategy in regards to areas Disney Voyage Line sails from, including but not limited to, the US, Schengen region, Canada, Australia, and New Zealand

What We Offer

* Competitive salary: $26/hour

• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! Apply for this job