**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!
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