SUMMARY:

The Director of Operations leads the Basel Operations team and is accountable for the real-time execution, consistency and continuous improvement of AmaWaterways’ Basel cruise operations. Reporting to the Chief Operating Officer, this role provides visible and decisive local leadership, strengthens coordination among shoreside and shipboard partners, and ensures operational issues are resolved quickly and as close to the operation as possible. The Director establishes clear standards, decision rights and accountability across a complex, fast-moving environment while protecting the guest experience, brand standards and business continuity.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Basel Operations

• Lead the day-to-day work, priorities, performance and development of the Basel Operations team, including ship coordinators and other Basel-based Operations team Members.

• Provide operational direction to independent-contractor Cruise Managers while they are on assignment, including scheduling, deployment, assignment readiness, real-time decisions, performance, conduct, assignment-related pay and expenses; ensure they receive the information, tools and support required to deliver each assignment successfully.

• Direct Basel cruise operations in real time and coordinate operational decisions and responses across the Basel and Los Angeles Operations teams, River Tech, Sea Chefs and the broader extended Operations team. Make timely local decisions within established decision rights, ensure Cruise Managers are promptly informed of relevant operational decisions and responses, and ensure prolonged or fleet-wide disruptions, major mechanical issues and matters with significant guest, operational or financial impact are managed collaboratively with the appropriate operational partners and stakeholders.

• Establish clear decision rights, escalation protocols and operating rhythms that enable teams to act with confidence and resolve issues efficiently.

• Ensure accurate, timely communication among shoreside teams, Cruise Managers, onboard teams, operating partners and other guest-facing teams before and throughout each cruise.

• Lead crisis-management planning and operational response in partnership with Nautical, Hotel Operations, Product, Guest Relations, Reservations and other relevant functions.

• Provide timely, documented post-assignment feedback and readiness assessments to the Global Director, Learning & Development so coaching, development and succession planning reflect demonstrated operational performance. 

Service Delivery & Partner Management

• Oversee the quality and reliability of shoreside services, including DMCs, excursions, transfers, accommodations and pre- and post-cruise programs, in partnership with Product, incorporating Cruise Manager feedback and insights as a key frontline perspective on the guest experience and quality of DMC services.

• Monitor shipboard service delivery in close partnership with Sea Chefs, River Tech and other operating partners, and collaborate closely with Marketing to ensure consistent application of AmaWaterways’ brand standards.

• Build strong working relationships across Operations, Nautical, Hotel Operations, Product, Reservations, Guest Relations, Sales, Finance, and other key functions.

• Establish clear service standards and performance measures and use guest feedback, operational data and incident trends to improve execution.

Operational Excellence & Financial Management

• Identify recurring operational challenges and lead practical improvements to processes, tools, communication, and ways of working.

• Develop and manage the Basel Operations budget, including disciplined oversight of operating costs, Cruise Manager expenses and supplier commitments.

• Maintain reporting that provides visibility into guest satisfaction, operational execution, service performance, risk and improvement priorities.

• Provide regular updates and recommendations to the Chief Operating Officer on performance, emerging risks, and opportunities to strengthen the operation.

SUPERVISORY RESPONSIBILITIES:

This role directly manages the Basel Operations team and is responsible for organizational design, workforce planning, performance management, coaching, talent development, and succession planning within the function. The role provides operational direction and assignment oversight to independent-contractor Cruise Managers but does not directly employ or supervise them as employees.

COMPETENCIES:

• Strategic Thinking – Anticipates operational needs and opportunities; balances real-time execution with long-term improvement.

• Leadership & Influence – Provides clear direction, builds trust and leads with confidence, empathy and accountability.

• Judgment & Problem Solving – Makes timely, well-reasoned decisions and engages the right stakeholders to resolve complex issues.

• Business Acumen – Considers guest, financial, operational and brand implications when making decisions.

• Quality & Accountability – Maintains high standards, follows through on commitments and uses feedback and data to improve outcomes. 

• Collaboration & Partnership – Builds strong, trusted relationships across teams and with operating partners, brings the right stakeholders together and works collaboratively to achieve shared outcomes.