Experience Operations Specialist
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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 disrupter, 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, constant feedback, and two-way communication 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. Our team collectively provides support around the clock across multiple global time zones. The ideal candidate must be local to the Fort Lauderdale area and willing to travel up to 10% of the time to fulfill position duties. We are actively hiring an on-site Experience Operations Specialist for a second shift placement (3 PM EST to 12 AM EST) within our operations center. Qualifications

• Bachelor's degree in Business Administration, Operations Management, or related technical field
• 3+ years of experience in operations or a similar role
• Strong understanding of business operations, project management, and process improvement
• Excellent organizational and multitasking skills
• Strong problem-solving abilities and attention to detail
• Proven ability to work under pressure and meet deadlines
• Exceptional communication and interpersonal skills

Responsibilities

• Provide 24/7 support for incident triage, ensuring timely responses to incidents while managing ServiceNow requests and maintaining detailed documentation
• Evaluate, prioritize, and escalate incidents based on criticality and operational impact
• Lead efforts to resolve incidents quickly, with an initial focus on restoring services for the guest/crew experience
• 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 daily 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, validate deployments, and support integration or feature testing as needed
• Support training, demos, activations, and updates to keep shipboard and shoreside teams aligned
• Contribute to root cause analysis, recurring issue reduction, and process improvements

The target salary range is from $80k-85k based on skills and experience. LMS/GEM rewards hard work and invests in our team. 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: We are an EOE company and embrace diversity within our workplace. Powered by JazzHR 5v1eLqUeWT Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Management and Manufacturing
• Industries Internet Publishing

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