The Gig:The Brand Quality & Optimization Lead is a cross-functional role responsible for driving performance, efficiency, and service excellence across the sales and service ecosystem. While grounded in sales expertise, the role supports all areas that touch the sailor experience-delivering coaching, uncovering performance trends, and driving continuous improvement initiatives.
A key focus of this role is ensuring that team behaviors and customer-facing interactions align with Virgin Voyages' brand quality standards. This includes delivering targeted coaching that reinforces not just what crew members do, but how they deliver it-boldly, brilliantly, and in full alignment with our brand promise. The Specialist is a dynamic generalist who brings together coaching, analytics, process thinking, and brand stewardship to elevate both crew performance and sailor outcomes.
This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.
What You'll Be Up To:- Identify and escalate service or operational gaps that risk compromising the brand standard or create inefficiencies.
- Analyze data from sales, QA, and performance dashboards to uncover root causes and systemic opportunities for improvement.
- Recommend and support the implementation of process enhancements that improve productivity, eliminate friction, and reinforce quality.
- Collaborate with Sales, Learn & Grow, Revenue, and Operations to align on training, workflows, and system capabilities that support performance.
- Create clear reporting and insight summaries that communicate trends, coaching impact, and recommendations to leadership.
- Maintain up-to-date knowledge of policies, promotions, systems, product changes, and Virgin Voyages' service philosophy to effectively support the crew.
Superpowers Required:- Bachelor's Degree or equivalent experience in Business, Sales, Hospitality, or related fields.
- Minimum 3 years in a sales or sales-support function, ideally within hospitality, travel, or contact center environments.
- Demonstrated experience in performance coaching and quality assurance with a strong sense of brand voice and service delivery.
- Strong analytical mindset; able to interpret data to identify coaching opportunities and process inefficiencies.
- Familiar with tools such as Salesforce, NICE, XM Discover and productivity suites like Google Workspace are preferred.
- Strong communication and facilitation skills; able to engage and influence across levels and departments.
- Passion for guest experience and service design that reflects brand values and high-quality execution.
What Matters to Us:At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won't be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.
