Director of Customer Operations – Journey Transformation

🕒 Julho 27

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

⚙️ Operações

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Vacatia

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2013

✈️ Turismo

🏨 Hospitalidade

🏪 Marketplace

💰 $20.000.000 Series B - Vacatia em 2021-11

Travel • Hospitality • Marketplace

A Vacatia é um marketplace de viagens online especializado em residências de resort e aluguéis de temporada — apartamentos, suítes e casas em estilo resort — com opções integradas para alugar, assinar ou comprar e vender inventário de timeshare. A empresa opera serviços de reserva, atendimento ao hóspede e serviços aos proprietários para proprietários de resorts legados e parceiros (incluindo Disney Vacation Club, Royal Resorts e Westgate), oferece ferramentas de revenda de timeshare e transferência de pontos, pagamento flexível (FlexPay), e ferramentas de busca de destinos e calendário para viajantes em todo o mundo.

Descrição

• Design customer centric operating models that improve critical moments across the customer lifecycle, including acquisition, retention, service recovery, re engagement, and contract management. • Translate customer pain points, business objectives, and operational realities into practical workflows, decision logic, standard operating procedures, and implementation plans. • Lead cross functional working sessions that align Customer Service, Sales, Marketing, Finance, Product, Resort Operations, Contract Management, and Technology around shared customer outcomes. • Redesign processes to reduce customer friction, eliminate operational inefficiencies, clarify ownership, and improve collaboration across departments. • Partner with technical teams to translate business workflows into scalable system requirements, Salesforce enhancements, reporting, and future automation opportunities. • Use customer insights, operational data, and workflow analytics to prioritize improvements and measure business impact. • Establish governance, documentation standards, and repeatable methods for how customer workflows are designed, implemented, and continuously improved. • Build the operational foundation for Vacatia's long term Customer Revenue Operations capability as the organization continues to mature.

🎯 Requisitos

• Bachelor's degree in Business, Operations, Product Management, Hospitality, Engineering, or a related field preferred. • Five or more years of experience in customer operations, revenue operations, business operations, process design, customer experience, product management, systems transformation, or a related discipline. • Demonstrated ability to design and improve complex cross functional workflows that create better customer and business outcomes. • Experience partnering across multiple departments to build alignment, drive execution, and implement operational change. • Strong facilitation and communication skills with the ability to simplify ambiguity and build consensus among diverse stakeholders. • Exceptional systems thinking with the ability to understand how people, processes, technology, and data work together. • Experience with Salesforce, CRM platforms, customer service technologies, workflow automation, or contract management systems preferred. • Familiarity with AI enabled workflows, journey analytics, customer lifecycle strategy, or process automation is a plus. • Strong written communication skills with experience developing process maps, business requirements, decision logic, and operational documentation. • A builder's mindset with the curiosity, judgment, and influence to create lasting operational improvements in a fast moving organization.

🏖️ Benefícios

• Opportunity to build a brand new capability that will shape how Vacatia serves customers for years to come. • Work directly with the CEO and executive leadership to influence enterprise wide customer strategy. • Design customer journeys that improve retention, reduce operational complexity, and create measurable business impact. • Partner across every major function of the company, influencing both business and technology decisions. • Help prepare Vacatia for the future through scalable workflows, automation, AI enablement, and operational excellence.