Potential for growth in a progressive team structure
Full Job Description
Department: Marketing
Reports To: CMO
Location: Carefree, AZ
THE ROLE
Lead our Guest Experience Guides - a team handling thousands of monthly touchpoints across phone, email, chat, and text. Run it as a guest success center, a revenue center, and a curator's studio all at once.
WHAT YOU'LL OWN
1. Lead the Team
Lead, manage, and hold the team accountable
Hire, develop, and retain Guest Experience Guides to a defined "raver" profile
Run the weekly team L10, own scorecards, and performance manage with care
Define goals, training, and operational processes for a best-in-class guest success team
2. Run the Guest Success Center
Manage thousands of monthly touchpoints across phone, email, chat, and text - no dropped guests, leads, or dollars
Own staffing, queue management, response times, and channel strategy
Act as the Zendesk SME - workflows, reporting, and more
Drive innovation in tools, tech, and service models that scale with growth
