Director of Customer Operations – Journey Transformation

🔥 3 hours ago

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Vacatia

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

✈️ Travel

🏨 Hospitality

🏪 Marketplace

💰 $20M Series B - Vacatia on 2021-11

Travel • Hospitality • Marketplace

Vacatia is an online travel marketplace specializing in resort residences and vacation rentals — condos, suites and resort-style homes — with integrated options to rent, subscribe, or buy and sell timeshare inventory. The company operates booking, guest-care and owner-services for legacy resort owners and partners (including Disney Vacation Club, Royal Resorts and Westgate), offers timeshare resale and point-transfer tools, flexible payment (FlexPay), and destination search and calendar tools for travelers worldwide.

📋 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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.