Manager, CLM Program Delivery and Business Process

Carnival · Miami

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This role is an experienced, hands-on program and process manager responsible for leading the end-to-end delivery of assigned workstreams and complex initiatives within the enterprise Crew Lifecycle Transformation. It carries three connected mandates. First, it owns day-to-day workstream delivery — translating the Sr. Manager’s priorities into robust plans, milestones, dependencies, risks, decisions, governance, and completed outcomes; anticipating delivery threats; and driving cross-functional contributors to resolution. Second, it leads detailed process analysis and design within assigned crew lifecycle areas — facilitating workshops, mapping current-to-target state, documenting differences between brand practices, and developing practical recommendations, controls, procedures, and implementation requirements that support one common crew lifecycle operating model. Third, it independently develops high-quality executive and stakeholder communication artifacts — turning complex and sometimes incomplete program, process, operational, financial, and data inputs into clear PowerPoint storylines, decision pages, recommendations, and visually compelling materials tailored to senior leaders, brand stakeholders, and working teams. The role is expected to shape the narrative, challenge and reconcile inputs, maintain factual accuracy and consistency, and respond quickly to senior feedback rather than simply format content provided by others. The role is a trusted program delivery partner across the operating units, Technology, Data & Analytics, Finance, HR, and the CLM-Manila and CLM-Mumbai hubs. It operates with substantial day-to-day autonomy within the program direction, priorities, and escalation framework set by the Sr. Manager, using sound judgment to resolve complex delivery issues and elevate material trade-offs with evidence and recommendations. The role leads working forums, presents workstream status and findings as appropriate, manages readiness and implementation activities, and ensures commitments are converted into measurable deliverables. This is a standing role: through mobilization it leads workstream delivery, process analysis, and executive communication hands-on, and as the transformation matures it shifts toward performance management, governance support, and continuous improvement of assigned process areas. The role has no direct reports but leads matrix teams through influence and may provide day-to-day direction and quality review to program coordination resources.

Essential Functions:

• Own end-to-end delivery of assigned Crew Lifecycle Transformation workstreams and complex initiatives — develop and maintain integrated workstream plans, milestones, dependencies, RAID, decisions, resource needs, and acceptance criteria; establish delivery cadence; anticipate slippage; drive contributors to commitments; and provide accurate, timely inputs to the integrated program plan and governance. Develop recovery actions and escalate changes affecting scope, gates, baseline dates, or other workstreams.

• Lead detailed process analysis and solution design within assigned areas of multi-brand crew operations — plan and facilitate workshops, gather and validate evidence and requirements, map current-to-target state, diagnose root causes, reconcile brand differences, and develop process maps, RACIs, controls, procedures, options, and recommendations. Apply approved enterprise design principles and escalate policy, standard, and exception decisions.

• Develop and deliver executive and stakeholder presentations for assigned workstreams — independently own the full PowerPoint development lifecycle for executive reviews, Steering Group and enterprise-gate discussions, brand sessions, and major stakeholder forums; define the storyline and key messages; synthesize complex program, process, operational, financial, and data inputs into concise executive summaries, decision pages, roadmaps, status views, charts, and appendices; tailor depth and tone to the audience; coordinate and fact-check contributions; apply strong visual hierarchy and company standards; incorporate senior feedback quickly; and present workstream content or prepare senior presenters as required. Material enterprise positions and broad executive communications remain subject to Sr. Manager review.

• Run workstream governance and lead cross-functional coordination for assigned workstreams — establish cadence and agendas; align OU teams, Technology, Data & Analytics, Finance, HR, and the CLM-Manila and CLM-Mumbai hubs on scope, deliverables, dependencies, owners, and dates; maintain decision, action, risk, issue, dependency, and change records; challenge unsupported status; resolve routine and complex issues within authority; negotiate workable sequencing; and frame delivery risks, options, and recommendations for the Sr. Manager and governance forums.

• Manage readiness and implementation for assigned, approved pilots or deployment waves — translate approved design into readiness and cutover plans; coordinate requirements validation, UAT, defect resolution, evidence, sign-offs, training, implementation, hyper care, and adoption; surface go-live risks early; and recommend actions to protect service continuity.

• Lead change, communication, and stakeholder-engagement activities for assigned workstreams — maintain stakeholder, impact, and readiness assessments; develop communications, stakeholder briefings, job aids, and training materials; coordinate engagement and feedback; track adoption; and recommend targeted interventions. Submit material or broad communications for required review before publication.

• Maintain program discipline and delivery quality — apply common methods, templates, document controls, versioning, evidence traceability, and definitions of done; quality-assure plans, presentations, and other outputs; identify gaps and inconsistencies; drive corrections with accountable owners; and coach contributors or program coordination resources as required.

• Support performance management and continuous improvement for assigned process areas — track KPIs, SLAs, issues, risks, and benefits; analyze trends and root causes; develop practical improvement recommendations; and coordinate approved actions through measurable closure.

Knowledge, Skills & Abilities:

• Scope: This role operates under the Sr. Manager, CLM Program Delivery & Business Process, as an experienced program manager with independent accountability for the end-to-end delivery of assigned workstreams and complex initiatives. It engages SMEs, managers, Directors, and VPs as required across the operating units, Technology, Data & Analytics, Finance, HR, and the CLM-Manila and CLM-Mumbai hubs. Responsibilities span integrated workstream planning, executive and stakeholder presentation development, governance, process analysis and design, cross-functional coordination, implementation readiness, change execution, and performance management. The defining challenge is converting enterprise direction and dense, sometimes inconsistent source material into coordinated outcomes and clear executive narratives across a decentralized, multi-brand structure with differing regulatory, CBA, and technology starting points — while balancing speed, control, stakeholder needs, crew experience, and service levels.

• Problem-solving: The role brings structure to ambiguity, verifies evidence, diagnoses complex delivery and process issues, assesses options and impacts, resolves matters within scope, and distills complex or conflicting inputs into clear messages and material trade-offs with a recommendation.

• Impact: The role directly affects whether assigned workstreams deliver complete, decision-ready outputs on time, whether senior stakeholders receive accurate and compelling information, and whether implementation is safe, controlled, and adopted. Weak execution shows up as missed milestones, hidden dependencies, unreliable status, unclear executive narratives, poor process design, delayed readiness, and avoidable crew-service disruption.

• Leadership: The role leads matrix teams through influence — setting clear expectations, establishing cadence, challenging constructively, holding contributors to commitments, and coaching less experienced resources without relying on formal authority.

• Advanced program / project delivery capability, including integrated workstream planning, critical-path and dependency management, RAID, change control, resource and capacity planning, governance, and executive-level status reporting.

• Exceptional executive presentation and PowerPoint capability — able to independently structure a compelling storyline, distill complex and incomplete information, create polished and visually clear slides, and tailor decision-oriented messages for executives, brand leaders, functional stakeholders, and working teams.

• Confident presentation and facilitation capability — able to present status, findings, risks, options, and recommendations with clarity and credibility, respond constructively to senior challenge, and guide stakeholders toward the required decision or action.

• Strong business process analysis and design capability — planning and facilitating workshops, gathering and validating requirements, developing current-to-target process maps, RACIs, controls, procedures, and standardization recommendations ahead of automation.

• Sound judgment and the ability to independently manage multiple complex priorities, anticipate risks, develop recovery options, and know when to escalate.

• Proven ability to influence managers, Directors, and senior stakeholders across brands and functions, and to drive decisions and follow-through across teams that do not report to the role.

• Strong command of governance mechanics and the ability to prepare and present concise, decision-ready materials, recommendations, and escalation briefs.

• Experience managing implementation readiness, requirements validation, UAT, cutover, hyper care, and operational adoption.

• Strong analytical capability and comfort using data and business intelligence (e.g., Power BI, Tableau) to test assumptions, track performance, and support decisions.

• Strong written and verbal communication, executive presence, facilitation, and stakeholder-management skills.

• Working understanding of shared services / global capability center operating models and offshore delivery, sufficient to coordinate credibly with the hubs, Finance, HR, and Technology.

• Advanced working capability with Microsoft PowerPoint, including executive summaries, decision pages, roadmaps, charts and tables, visual hierarchy, and appendix design; strong working capability with Excel, collaboration and document repositories, and project or process-mapping tools.

• Ability to maintain high standards of detail, traceability, and program control while moving work forward at pace.

• Operates with urgency, accountability, resilience, and a continuous-improvement mindset.

Essential/Minimum Qualifications:

• Bachelor’s degree in Business, Operations Management, Industrial Engineering, or a related field. Advanced Microsoft PowerPoint capability is required. Program or project management certification such as PMP or equivalent preferred, and a process-improvement credential such as Lean or Six Sigma Green Belt or equivalent preferred.

Essential Experience Required:

• 6+ years of progressive experience in program / project management, transformation, business process, or operations.

• 4+ years independently managing delivery of complex, cross-functional projects or workstreams from planning through implementation and stabilization.

• Demonstrated ownership of detailed workstream plans, critical paths, dependencies, RAID, change control, governance, executive reporting, and recovery actions.

• Demonstrated experience independently developing executive and stakeholder PowerPoint presentations from complex or incomplete source material, including storyline development, executive summaries, decision pages, roadmaps, status visuals, charts, and concise appendices.

• Experience presenting program status, findings, risks, options, and recommendations to Directors, VPs, or comparable senior stakeholders and incorporating senior feedback under tight deadlines.

• Demonstrated business process analysis / design experience — planning and facilitating workshops and producing current-to-target process maps, requirements, RACIs, controls, procedures, and recommendations.

• Experience influencing managers and Directors, challenging incomplete inputs, and driving decisions and follow-through across a matrixed, multi-brand, multi-region, or otherwise decentralized organization.

• Experience coordinating requirements validation, UAT, readiness, cutover, implementation, hyper care, and adoption activities.

• Experience leading matrix teams and coaching analysts, SMEs, or project coordination resources; formal people-management experience is not required.

• Experience in maritime, crewing, or crew-management operations, or in shared-services / global capability center build and offshoring, preferred.

Travel:  Less than 25% with shipboard travel likely

Work Conditions: Work primarily in a climate-controlled office environment with minimal exposure to safety or health hazards. Occasional shipboard visits may involve exposure to a marine environment.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Occasional need to move about the office and to travel by air and sea.

This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Monday through Thursday each week. Employees may work from their homes on Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area. 

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.   

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including: 

• Health Benefits: 
  • Cost-effective medical, dental and vision plans 
  • Employee Assistance Program and other mental health resources 
  • Additional programs include company paid term life insurance and disability coverage  
• Financial Benefits: 
  • 401(k) plan that includes a company match 
  • Employee Stock Purchase plan 
• Paid Time Off 
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.  
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure. 
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.   
• Other Benefits 
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends 
  • Personal and professional learning and development resources including tuition reimbursement  
  • On-site Fitness center at our Miami campus 

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