The Gig:

The Manager, Brand Quality & Optimization leads a high-impact team responsible for driving individual and operational performance across Virgin Voyages' operational organization. This leader ensures that every guest interaction reflects the Virgin Voyages brand promise while orchestrating continuous improvement efforts grounded in data, behavioral insights, and frontline feedback. This role is both strategic and analytical: the ideal candidate will lead a team of Brand Quality & Optimization Specialists, translate performance observations into actionable insights, and work cross-functionally to prioritize and implement improvements. They must be highly analytical, capable of organizing large volumes of qualitative and quantitative data, identifying patterns, and crafting strategic recommendations that elevate crew effectiveness and optimize sales and service processes.

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.

Essential Responsibilities:
• Lead and coach the Brand Quality & Optimization Specialist team, supporting their development in performance coaching, process analysis, and brand quality stewardship.
• Oversee the design and delivery of coaching programs that improve both sales/service behaviors and alignment with brand standards.
• Own the process for collecting, synthesizing, and reporting performance and experience insights gathered through observations, QA reviews, and frontline interactions.
• Collaborate closely with teams across Sales, Learn & Grow, Revenue, Operations, and Technology to prioritize and implement process and experience improvements.
• Translate raw observations, QA scores, and sales data into structured, actionable reports and insights decks for senior leadership.
• Partner with Quality Assurance and Data teams to enhance performance dashboards and integrate feedback loops across functions.
• Ensure all performance management strategies reflect and reinforce the Virgin Voyages brand voice, service culture, and tone.
• Identify systemic barriers to performance and lead cross-functional initiatives to resolve friction points in tools, training, or workflow.
• Lead calibration sessions and governance activities to drive consistency and alignment across the coaching and optimization function.
• Support change management and rollout of new tools, systems, or workflows by acting as a strategic thought partner and insights translator.
• Track effectiveness of implemented changes and refine strategies as needed to ensure measurable improvements.

Qualifications:
• Bachelor's Degree required (Business, Operations, Organizational Psychology, or related field); Master's preferred.
• 5+ years of experience in a performance, operations, or customer experience leadership role, ideally within sales or service organizations.
• Minimum 2 years of experience managing people, preferably in a coaching, enablement, or quality assurance function.
• Proven expertise in analyzing performance data, organizing insights, and developing business cases for process optimization.
• Deep understanding of sales and service fundamentals, especially within contact center, hospitality, or travel environments.
• Familiarity with CRM (Salesforce), QA (NICE or similar), and business intelligence/reporting platforms.
• Strong written and verbal communication skills; capable of presenting complex information to diverse stakeholders.
• Experience leading cross-functional initiatives and managing competing priorities in a fast-paced environment.
• A strong sense of brand stewardship with an understanding of how brand standards translate to frontline behavior.

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.