In our Innovator Series, we take you behind the scenes to explore the day-to-day work of our colleagues at Intercruises and how they are helping shape the future of our business.
In this edition, Kamila Kowalczyk, Ops Hub Manager – North America & Caribbean, shares what it means to be a team builder, why helping others succeed is at the heart of her leadership approach, and what brings her resilience and balance in life.
Tell us a bit about yourself and your background. What led you to your current role as Operations Hub Manager – North America & Caribbean at Intercruises?
Many don’t know that my adventure in travel started almost two decades ago when I worked in a call center. It was an eye-opening experience, and it was very satisfying to help guests with their queries and make sure they had the best holiday possible.
I then moved on to handling Polish and German tour groups in Mallorca before taking my first steps into the cruise industry, doing some extra work as a port staff. This is when I fell in love with the sight of a beautiful sunrise at the port…
I later joined Intercruises full-time and, over the years, progressed through several roles until becoming Operations Manager for the Balearic Islands.
When the concept of an operational hub was created to plan shore excursion and turnaround services across different European countries, it was an exciting period that allowed me to move into a more data-driven and system-focused environment. Together with an amazing international team, we transformed local processes into scalable global models and introduced more structured ways of working.
Today, as Regional Operations Hub Manager for North America & the Caribbean, I continue to enjoy working with an exceptional team. What impresses me most is the resilience and commitment that define our region. People are always willing to support one another and find solutions, and I am grateful to be part of that culture.
What does an Operational Hub do?
Our Hub supports the full planning cycle for transfers and shore excursions, from strategic resource planning before the season starts to daily operations, and from cost management to post-operation invoicing and analysis.
We advise vendors on operational requirements and manage capacity allocations. One of our key strengths is helping identify potential risks early, such as capacity constraints, allowing corrective action to be taken in time. When there is a need to pivot, scale up, or when we spot potential challenges due to unusual or complex requirements, we flag these and work together with the relevant teams to find solutions.
We essentially act as the vital link between planning and execution, not just supporting upcoming calls in the next days, but also keeping an eye on long-term planning and starting preparations when needed.
All of this requires close teamwork between different departments and the Hub before the season starts. Based on experience, when the groundwork is done well and responsibilities and operating processes are clearly established, operations run much more smoothly.
In the end, at the heart of everything we do is supporting our port delivery teams to deliver efficient, reliable service and an exceptional guest experience.
How do you bring innovation into your day-to-day work?
Innovation for me is not only about new technology; it is about people, processes, and systems working together to create better outcomes. It is about finding better ways to do the job with the tools we already have, while simplifying processes and helping people embrace change. This transformation can only succeed when different teams work towards the same objective.
So, a large part of my role is about bringing people together, and I enjoy creating connections between departments, simplifying communication, and helping teams understand how their work contributes to the bigger picture.
What keeps you inspired day after day?
From the beginning, what attracted me most to this industry was that you can never feel bored in this job. It is a perfect combination of planning and execution, and despite spending so many years in the industry, every operation is different. I still enjoy finding solutions to complex challenges while ensuring the best possible service.
The years I spent in the field before moving to the hub now allow me to better understand our operations when seeking solutions that not only work on paper, but also in the port, at the airport, and in front of our guests.
Finally, what makes me most proud is not any specific role I have held, but seeing the people and teams around me grow.
In my opinion, operations are ultimately about people, so I enjoy working as part of a team and supporting the development and progression of others.
When you are not working, what do you do for fun?
Work is an important part of my life, and I am grateful to be part of the Intercruises family. At the same time, maintaining a healthy work-life balance is essential to me.
Until recently, I dedicated a significant part of my free time to completing a master’s degree. Now that chapter is behind me, I enjoy spending more time with family and friends, traveling whenever possible, and practicing yoga.
What I value most about yoga is not only the physical strength it builds, but also the mental resilience, focus, and balance it brings. These qualities are invaluable in both our personal and professional lives.
What advice would you give to applicants interested in working in an Operations Hub in the cruise industry?
Working in an Operations Hub means being part of a global network of colleagues who support one another and share their knowledge. If you enjoy working in a fast-paced environment, are comfortable dealing with complexity, and like finding practical solutions, you will find the role both rewarding and exciting.
At the end of the day, systems and processes are important, but success in our industry is ultimately built on teamwork and relationships. As a secret Swiftie*, I would say: always make sure you have “Karma” on your side!
*Pop culture reference: a Swiftie is a dedicated fan of Taylor Swift, and “Karma” is one of her songs from the 2022 album Midnights.
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