Why this role
As the Senior Director of owner and guest support, you'll shape and enhance the customer journey. You’ll ensure our service operations are efficient, innovative, and aligned with our mission to make vacation rental easy. Your leadership will drive a customer-centric culture, integrating data-driven insights, fostering team engagement, and improving service delivery across all channels. You will lead the team responsible for implementing the strategic initiatives necessary to achieve desired outcomes and expedient customer care. Success is measured by the retention and growth of the existing client base while ensuring that the owner and guest support team delivers cost-efficient, quality service. The role requires a strong leader who can create a vision for the team and represent the importance and results of customer satisfaction and owner success internally.
You’ll enjoy this role if you are…
- Autonomous, urgent, and creative, you love delving into details, developing new strategies, and executing them precisely while empowering your team.
- Highly analytical and data-driven. You leverage data to set goals, measure performance, and drive impact decisions.
- Passionate about elevating customer experiences and fostering a positive, transparent work environment.
- A strategic thinker. You thrive in environments that require both visionary planning and hands-on execution.
What you’ll do
- Lead a multi-channel service organization (phone, email, chat) and drive improvements in service quality, efficiency, and customer satisfaction.
- Collaborate closely with Product, Sales, and Operational teams to ensure seamless service delivery and continuous improvement.
- Drive the adoption of new tools, technologies, and processes to enhance service operations and customer experience.
- Increase productivity of managers and representatives alike (coach, hold accountable, and recognize/reward on KPIs);
- Help create and maintain a positive department culture through the participation in and creation of company culture initiatives;
- Assist in developing and implementing a customer strategy aligning with the company's mission and objectives.
- Assist in developing and implementing future contact center vision and strategy;
- Prepare monthly and quarterly progress and status reports and employee performance evaluations.
- Provide efficient analytics and reporting to promote a data-driven approach to customer needs.
- Instill the discipline of process change and change management within your team.
What makes you a great fit
- Bachelor’s degree required
- A meaningful 10+ years experience leading large-scale service operations, ideally within a technology or SaaS environment, with a proven record managing complex, multi-channel customer service functions (Preference for experience in B2B environments, though B2C is also valued.
- A solid ability to use data and analytics for decision-making and performance improvement.
- Deep experience with service operations and customer experience metrics. You’re capable of driving strategic initiatives and managing large-scale changes.
- A bias toward action. You’re ready to tackle challenges and promote innovation and continuous improvement.
- Excellent communication skills. You keep all stakeholders informed, using various communication methods for success.
- A confident, consultative approach with a focus on compassion. You always put customers first.
- Humility. You believe in treating all people with dignity and respect, regardless of title or tenure, and you recognize that happy team members contribute to happy customers.
- Strong listening skills, attention to detail, and decision-making skills;
- Ability to prioritize and manage multiple responsibilities;
Compensation
For this role our salary range is $200,000 to $240,000, depending on relevant experience. This role will also be eligible to receive a variable annual bonus based on both company and individual performance.
