We're looking for a strategic, hands-on Senior Director of Owner Success to lead and transform our end-to-end Owner Success organization. This leader will oversee call center operations, Concierge and Owner Care, Chat, Save Specialists, multilingual support, Owner Onboarding, and escalations while building a more proactive approach to how Vacatia engages and supports owners.
This is an opportunity to move beyond traditional customer service and build an Owner Success model focused on engagement, education, retention, and long-term owner value. You'll have the opportunity to shape the operating model, develop leaders and teams, improve the owner journey, and create the systems and standards needed to scale.
If you're a builder who knows how to transform complex service operations while keeping the customer at the center, this is an opportunity to make a significant impact on Vacatia's next stage of growth.
Your Impact- Lead the strategy and transformation of Vacatia's Owner Success organization, creating a proactive model centered on engagement, education, adoption, retention, and long-term owner value.
- Lead and develop Call Center Managers, the Escalation Manager, and teams across Concierge and Owner Care, Chat, Save Specialists, multilingual support, and Owner Onboarding.
- Build scalable service standards, workflows, escalation practices, quality measures, and operating routines that create a consistent experience across channels.
- Strengthen owner onboarding and education so owners understand how to access services, navigate their relationship with Vacatia, and receive greater value from their ownership experience.
- Develop strategies that strengthen owner trust, satisfaction, engagement, and retention while identifying opportunities for proactive outreach and intervention.
- Use data, owner feedback, quality insights, and operational trends to identify root causes and improve service delivery.
- Build a balanced performance approach across service, quality, productivity, owner satisfaction, retention, onboarding, escalations, and team effectiveness.
- Partner with Operations and Technology to improve workflows, case management, routing, knowledge resources, automation, and self-service capabilities.
- Represent the voice of the owner across business decisions, policies, communications, system changes, and new program development.
- Partner across Resort Operations, Sales and Marketing, Product, Technology, Finance, Legal, People & Culture, and other teams to solve systemic issues affecting the owner experience.
What You Bring- 10+ years of progressive experience in customer success, contact center operations, member or owner services, hospitality, or another complex service environment.
- 5+ years of experience leading leaders and complex, multi-channel service organizations at a senior level.
- Demonstrated experience building, scaling, or transforming a customer success, service, or contact center organization.
- Strong knowledge of contact center operations, workforce planning, quality assurance, escalations, retention, onboarding, coaching, and performance management.
- Experience leading teams across multiple channels such as phone, chat, digital, multilingual support, onboarding, retention, and escalations.
- Strong analytical skills with the ability to turn customer feedback, performance data, and operational trends into practical decisions and improvements.
- Experience establishing service standards, performance measures, reporting practices, and leadership operating rhythms.
- A builder mindset with the ability to create structure, establish accountability, and lead effectively through ambiguity and change.
- Strong executive communication skills and the ability to influence across functions and levels of the organization.
- Experience with CRM, case management, workforce management, quality, knowledge management, survey, and reporting technologies.
- Experience in hospitality, vacation ownership, travel, membership, financial services, or another high-volume consumer service environment is preferred.
- Experience leading multilingual teams or supporting diverse customer populations is a plus.
Join UsJoin us at the start of something big. If you're ready to build a modern Owner Success organization that goes beyond resolving issues to proactively creating value, strengthening relationships, and improving the ownership experience, we'd love to hear from you.
