Guest Experience Vendor Manager (Remote, Panama)

About the role

Insite is hiring a Guest Experience Vendor Manager supporting Princess Cruises, a remote position for people living in Panama. The role uses expertise in BPO contact center operations to ensure every guest receives a high-quality experience: listening to guest calls, following the guest journey from booking to post-cruise, analyzing data to find trends and root causes, and partnering with BPO partners to build and run lasting solutions. Pay is $5,200-$5,600 USD per month.

Key responsibilities

• Listen to guest calls and follow the guest journey to uncover pain points and root causes
• Own guest experience improvements and change management initiatives, partnering with BPO teams to develop, implement and sustain solutions
• Improve call flows, training, routing and knowledge resources with BPO teams
• Analyze contact center KPIs and guest data to identify trends, prioritize opportunities and measure results
• Manage BPO financials, including pricing, invoicing, SLAs and cost to serve
• Lead partner business reviews focused on quality, guest satisfaction, first contact resolution and cost
• Help embed Princess's global operating framework across partners and align cross-functional teams and BPO partners around shared priorities

Required profile

• 5+ years of experience in BPO contact center operations with manager-level ownership of operational performance
• Demonstrated experience leading change management and improving guest journeys with measurable results
• Experience managing BPO financials and partner contracts
• Strong analytical skills and genuine guest empathy
• Ability to influence BPO partners and collaborate across teams
• Preferred: cruise, hospitality, airline or travel BPO experience; bilingual (English/Spanish); Six Sigma certification; experience with AI-enabled customer service tools