Director of Customer Operations – Journey Transformation

🕒 il y a 10 jours

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Vacatia

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 2013

✈️ Tourisme

🏨 Hôtellerie

🏪 Place de marché

💰 €20 000 000 Series B - Vacatia en 2021-11

Travel • Hospitality • Marketplace

Vacatia est une place de marché en ligne spécialisée dans les résidences de villégiature et les locations de vacances — condos, suites et maisons de type resort — avec des options intégrées pour louer, s'abonner, ou acheter et vendre des parts de temps partagé. L'entreprise gère la réservation, le service client et les services aux propriétaires pour les héritiers de resorts et partenaires (y compris Disney Vacation Club, Royal Resorts et Westgate), propose des outils de revente de temps partagé et de transfert de points, des paiements flexibles (FlexPay), ainsi que des outils de recherche de destinations et de calendrier pour les voyageurs du monde entier.

Description

• 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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.