Regional Quality Assurance Manager
Position Summary
The Regional Quality Assurance Manager provides strategic leadership for Quality Assurance operations across multiple resort and sales locations within an assigned region. This role is responsible for ensuring regulatory compliance, operational consistency, and exceptional owner experiences while partnering closely with Sales and Marketing leadership to improve performance, reduce cancellations, and uphold Capital Vacations' commitment to ethical sales practices.
Success in this role requires a proactive leader who can coach teams, analyze performance trends, manage risk, and implement best practices across multiple locations.
Key Responsibilities
Regional Leadership
- Lead and support Quality Assurance Managers and on-site QA teams throughout the assigned region.
- Recruit, coach, mentor, and develop high-performing QA leaders.
- Conduct regular site visits, operational reviews, and compliance audits.
- Establish performance expectations and accountability measures while driving continuous improvement.
Compliance & Risk Management
- Ensure compliance with company policies, state and federal regulations, and vacation ownership closing requirements.
- Protect the organization through consistent application of compliance standards and ethical business practices.
- Investigate escalated owner concerns, contract issues, and allegations of misrepresentation.
- Partner with Legal and Executive Leadership to resolve complex compliance matters.
Operational Performance
- Collaborate with Regional Sales and Marketing leadership to improve overall business performance.
- Monitor key performance indicators, including cancellation rates, rescissions, closing quality, and owner satisfaction.
- Identify trends and implement action plans that improve quality and reduce operational risk.
- Share best practices across regional teams to promote consistency and operational excellence.
Contract Administration
- Oversee contract accuracy and funding readiness across all assigned locations.
- Ensure compliance documentation is complete and processed accurately.
- Review reporting, equity documentation, credit applications, and contract workflows.
- Provide accurate performance reporting to regional and executive leadership.
Owner Experience
- Ensure Quality Assurance teams deliver an exceptional and professional closing experience.
- Build owner confidence throughout the purchase process and beyond the rescission period.
- Continuously improve onboarding and communication practices to enhance customer satisfaction.
Financial & Business Management
- Partner with site leadership to support operational and budget objectives.
- Identify risks that could impact financial performance or compliance.
- Develop proactive solutions that improve efficiencies while protecting company assets.
What You'll Bring
We're looking for an experienced leader who demonstrates:
- Extensive knowledge of vacation ownership Quality Assurance and compliance.
- Strong leadership, coaching, and talent development skills.
- Experience managing multiple locations within a regional environment.
- Excellent analytical, organizational, and problem-solving abilities.
- Strong communication and relationship-building skills across all levels of leadership.
- A results-driven mindset with a commitment to operational excellence and customer satisfaction.
Qualifications
Required Experience
- Minimum of 5 years of experience in the vacation ownership or timeshare industry.
- Minimum of 3 years of leadership experience in Quality Assurance or multi-site operations.
- Demonstrated success improving compliance, reducing cancellations, and driving operational performance.
Knowledge & Skills
- Thorough understanding of state and federal vacation ownership regulations.
- Strong knowledge of contracts, funding processes, and compliance procedures.
- Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.
- Ability to analyze operational metrics and make data-driven decisions.
- Willingness to travel regularly throughout the assigned region.
- Flexibility to work weekends and business-critical schedules as needed.
