We're hiring:
Product Operations Manager (m/f/d)
Full-time at VIVA Cruises
About VIVA Cruises
Behind the VIVA Cruises brand is the renowned Swiss shipping company Scylla AG, which currently owns a fleet of more than 40 ships. With VIVA Cruises and our headquarters in Düsseldorf, we are establishing ourselves as an international provider of river cruises on major European waterways. We are proud of our commitment to quality, customer satisfaction, and continuous growth.
Please send us your application, including your earliest possible start date and salary expectations to jobs@viva-cruises.com.
Brief description of the position:
We are seeking a Product Operations Manager to ensure that VIVA Cruises’ itineraries, excursions, and onboard programs deliver consistently high-quality guest experiences. The focus is on preparation and execution during day-to-day operations: You will coordinate ships, shore-based teams, and local partners to ensure that every voyage runs smoothly and that the guest experience aligns with our brand.
In day-to-day operations, you will serve as the liaison between the offices in Düsseldorf and Baar, cruise management, internal teams, and external service providers. You will respond to changing conditions, ensure service standards and cost discipline, and use feedback from guests and employees to improve future sailings. You will report to the Senior Product Manager and also contribute practical operational insights to the development of new itineraries and experiences.
Main Responsibilities:
Operational Preparation and Execution
- Coordinate with cruise management, ships, and shore-based teams to prepare for departure and manage the daily execution of shore excursions, transfers, events, and onboard programs.
- Confirm schedules, capacities, transportation, tour guides, meeting points, accessibility information, and other details relevant to guests with service providers; keep operational records accurate and up-to-date.
- Respond to changes in itineraries, port access, weather, water levels, or service provider availability by organizing viable alternatives and communicating decisions in a timely manner.
- Perform duties outlined in the emergency response plan, even outside regular office hours. If incidents disrupt a voyage, coordinate with onboard and shore-based teams, organize viable alternatives for guests, and escalate decisions in accordance with VIVA Cruises’ procedures.
Guest Experience and Quality
- Review shore excursions and guest programs against VIVA Cruises’ service and brand standards through onboard visits, on-site inspections, and partner reports and evaluations.
- Analyze guest feedback, complaints, participation numbers, and operational data; work with the Senior Product Manager to resolve recurring issues.
- Collaborate with cruise management and customer service on guest concerns and recommend solutions or compensation within the scope of applicable guidelines and your delegated authority.
- Provide practical input on new shore excursions, itineraries, and onboard concepts, including scheduling, capacity, accessibility, costs, and the responsible use of local resources.
Financial Management and Collaboration with Service Providers
- Develop productive relationships with tour operators, guides, transportation providers, ports, and other local partners; agree on service expectations and monitor delivery.
- Support supplier selection and contract negotiations, address service failures, approve invoices and resolve discrepancies, and track partner performance.
- Prepare and monitor operating budgets and forecasts for assigned activities; explain variances and recommend improvements that protect value and guest quality.
Teamwork and Cross-Functional Collaboration
- Provide on-board and shore-based teams with timely operational instructions, product updates, and handoffs, including follow-up on significant disruptions.
- Create practical briefings and training materials for shore excursions and guest programs; support employees through coaching or coordinate training as needed.
- Collaborate with onboard teams as well as the Product Development, Operations, Guest Services, Marketing, and Finance departments to ensure that published descriptions, guest communications, and actual execution are aligned.
Key Performance Indicators for the Position
- Excursions, transfers, and programs are fully prepared before departure and are consistently carried out in accordance with agreed-upon service standards.
- Issues are resolved promptly, with clear communication, suitable alternatives, and appropriate follow-up.
- Guest feedback and operational data lead to measurable improvements in quality, reliability, and satisfaction.
- Service provider performance, operating costs, invoices, and budget variances are monitored and addressed in collaboration with the relevant teams.
Key Individual Traits:
- Adaptability: Calmly adjusts plans in response to changing conditions while keeping guests’ needs in mind.
- Attention to Detail: Verifies the information and logistical processes critical to the success of every experience.
- Collaboration: Builds trust among office teams, ships, and local partners.
- Judgment: Makes timely decisions and escalates issues appropriately.
- Service Orientation: Responds attentively to guest concerns with practical solutions.
- Commitment to Improvement: Uses feedback and results to improve the next departure.
Travel Requirements and Other Requirements
- Travel within Europe and stays on board in accordance with the itinerary and the schedule for product reviews.
- Willingness to work outside normal office hours when operational needs or scheduled on-call duty require it.
Equal Opportunity
VIVA Cruises is an equal opportunity employer. We welcome applications from people of all backgroundsand consider qualified applicants regardless of ethnicity, skin color, religion, gender, gender identity or gender expression, sexual orientation, national origin, genetic characteristics, disability, or age.