Experience Operations Specialist

Fort Lauderdale, FL

Full Time

Mid Level

LMS/GEM, a fast-growing firm with a dynamic, independent, entrepreneurial culture, is actively recruiting team members to support a Global Cruise Operator. Our organization is a tangible category disruptor, building, activating, and managing the single most impactful industry innovation the cruise industry has ever experienced. You will have access to top-tier technology, gain valuable insight from top SMEs across global resources, and receive the opportunity to learn, grow, advance, and EARN.

We share a common vision of success, fostered by excellent training, continuous feedback, and two-way communication, all centered on supporting individual team members' growth and development.

Opportunities continue to emerge to support new and varied initiatives. The work will excite, challenge, and engage you. Our team culture is contagious, infectious, and incredibly supportive. The journey and experience are bar none.

Experience matters - attitude matters more. Our team comes from all walks of life and backgrounds. Apply, listen to the stories of current team members, and find out for yourself.

The pace is fast, the tasks are significant, and the rewards are aggressive. Our team's strength is our culture. We share a commitment to excellence. We are a supportive, encouraging, passionate group of smart and happy entrepreneurs who empower our team to make a real difference in each other's lives daily.

Our operations center is located in the heart of Port Everglades, Fort Lauderdale, in a brand-new, state-of-the-art headquarters, where we manage our global support, deployment, and sustainment efforts.

Qualifications

Bachelor's degree in Business Administration, Operations Management, Computer Science, Computer Engineering, Information Systems, or a similar degree
3+ years of experience in technical operations or a similar role
Strong understanding of business operations, project management, process improvement, and the DevOps CI/CD pipeline
Excellent organizational and multitasking skills
Strong problem-solving abilities, critical thinking skills, and attention to detail
Proven ability to work under pressure and meet deadlines
Exceptional communication and interpersonal skills
Intermediate+ levels of experience and/or certifications in the following systems and applications such as:
- AWS
- VMware
- Jenkins
- Redhat
- Ansible
- Kubernetes
- Docker
- BitBucket
- Confluence

Responsibilities

Provide 24/7 fleetwide support for incident triage and coordination, ensuring timely responses, accurate ServiceNow documentation, and ITIL-aligned execution.
Evaluate, prioritize, and escalate incidents based on criticality and operational impact.
Lead incident response efforts, coordinating resources, facilitating communications, and driving resolution, focusing on restoring services for the guest/crew experiences.
Provide major incident management support, including coordinating resources, facilitating communication, and driving resolution efforts for incidents that have a significant impact on operations or guest/crew experiences
Act as the primary point of contact for assigned ships, providing white-glove support to shipboard leaders
Conduct ship health checks, turnaround validations, and proactive stabilization of systems and services
Collaborate across shipboard, development, support, and vendor teams to drive resolution and align on priorities
Communicate incident status, operational impacts, and resolutions to internal stakeholders with clarity and consistency
Monitor system performance, conduct and validate deployments, support integration or feature testing as needed, and leverage operational data to prevent incidents
Partner with DevOps and Engineering teams during releases to monitor outcomes and manage risk.
Contribute to root cause analysis, process improvements, and experience reliability initiatives.
Support automation, tooling enhancements, and long-term experience roadmap execution.Support training, demos, activations, and updates to keep shipboard and shoreside teams aligned
Contribute to root cause analysis, recurring issue reduction, and process improvements

On your first day:

You will be eligible to participate in our company-sponsored plans:

Medical
Vision
Dental
Life Insurance
Short-term disability

Additional benefits include:

A tax-deferred 401 (k) investment savings plan, with a company match of up to 4%, eligibility at 90 days
Bonus program paid quarterly

Apply today and be considered for a role with a global industry leader and a fantastic opportunity to achieve great success.

Thank you for your time, and we look forward to you joining our LMS/GEM team!

Medallion Class News:

https://www.princess.com/ships-and-experience/ocean-medallion/

https://www.ship-technology.com/features/princess-cruises-oceanmedallion-aces-contactless-cruising

We are an EOE company and embrace diversity within our workplace.

Apply for this position

Required*

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Cover Letter*

Are you willing to relocate?*

What's your citizenship / employment eligibility?*

LinkedIn Profile URL:*

Desired salary*

Earliest start date?*

Can you work weekends?*

Can you work evenings?*

Can you work overtime?*

In 150 characters or fewer, tell us what makes you unique. Try to be creative and say something that will catch our eye!*

150

Can you travel if needed?* YesNo

Are you now or do you expect to be engaged in any other business or employment while working here?* YesNo

If yes, please explain:

Have you ever been terminated or asked to resign from a job?* YesNo

If yes, please explain:

Have you ever been convicted of; received a sentence for; pled nolo contendere (no contest) been placed on probation, fined, or entered a pretrial intervention program for; or had adjudication with-held by any judicial or quasi-judicial body for a crime, other than a minor traffic violation? (Any criminal record not disclosed by you may be considered falsification of this application which may result in revocation of your offer of employment or termination of employment. Answering yes to this question is not an automatic bar to employment.)*

If yes, explain the details of the conviction or other disposition of the charge, the date of the offense and your age at the time of the offense

Did you ever serve in the Military?* YesNo

If yes what Branch?

Dates of Service

Rank at Discharge

If your discharge was anything other than "Honorable", please explain.

I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release. In making this application for employment, I also understand that an investigative consumer report may be made whereby information is obtained through personal interviews. I release the company and all directors, officers, employee and agents from any liabilities which may result from an investigation of my past and/or present employers of from disclosure of such information. I understand employment with the company is “at will” and it is further understood that this at “at will” relationship may not be changed by any written document, verbal statements, or by conduct unless an authorized executive of this company specifically acknowledges such change. I understand the first 90 days of employment is a probationary period. I have read, understand, and by my signature consent to these statements.* By checking this box I signify that all the information I provided is accurate and truthful

Human Check*

Submit Application