Director of Operations, Basel

About the role

The Director of Operations leads AmaWaterways' Basel Operations team, ensuring real‑time execution, consistency and continuous improvement of cruise operations. Reporting to the Chief Operating Officer, this senior leader provides decisive local leadership, coordinates across shoreside and shipboard partners, and safeguards the guest experience, brand standards and business continuity.

Key responsibilities

• Lead the day‑to‑day work, performance and development of the Basel Operations team, including ship coordinators and other Basel‑based staff.
• Provide operational direction to independent‑contractor Cruise Managers, covering scheduling, deployment, readiness, real‑time decisions, performance, conduct and expense management.
• Coordinate real‑time cruise operations across Basel and Los Angeles teams, River Tech, Sea Chefs and the broader Operations organization.
• Establish clear decision rights, escalation protocols and operating rhythms to enable confident, efficient issue resolution.
• Ensure accurate, timely communication among shoreside teams, Cruise Managers, onboard crews and guest‑facing partners throughout each cruise.
• Lead crisis‑management planning and operational response in partnership with Nautical, Hotel Operations, Product, Guest Relations and Reservations.
• Oversee quality and reliability of shoreside services (excursions, transfers, accommodations) and monitor shipboard service delivery to maintain brand standards.
• Identify recurring operational challenges and drive practical improvements to processes, tools and ways of working.
• Develop and manage the Basel Operations budget, controlling operating costs, Cruise Manager expenses and supplier commitments.
• Provide regular performance updates and risk assessments to the COO and support talent development through feedback to Learning & Development.

Required profile

• Strategic thinking – anticipates operational needs, 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 for complex issues.
• Business acumen – considers guest, financial, operational and brand implications when deciding.
• Quality & accountability – maintains high standards, follows through on commitments and uses data to improve outcomes.
• Collaboration & partnership – builds strong, trusted relationships across teams and with operating partners to achieve shared goals.