Experienced Senior Manager of Vacation Customer Operations – Strategic Leadership and Operational Excellence

At careerzynith, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Senior Manager of Vacation Customer Operations, you'll play a critical role in leading our team to achieve this goal. If you're a seasoned leader with a passion for customer-centric operations, we want to hear from you.

• *About careerzynith**

careerzynith is a leading provider of innovative travel solutions, dedicated to making travel easier, more enjoyable, and accessible to everyone. Our commitment to customer satisfaction, operational excellence, and employee engagement has earned us a reputation as a trusted partner in the travel industry. As a member of our team, you'll be part of a dynamic and collaborative environment that values creativity, innovation, and teamwork.

• *Job Summary**

We're seeking an experienced Senior Manager of Vacation Customer Operations to lead our team in delivering exceptional customer experiences. As a key member of our leadership team, you'll be responsible for overseeing customer operations, including in-destination service, and working closely with other careerzynith teams to deliver quality vacation package experiences and recovery. This role requires a strong leader with excellent communication, problem-solving, and analytical skills, as well as the ability to work under stressful situations and manage sensitive and confidential information.

• *Responsibilities**

As a Senior Manager of Vacation Customer Operations, you'll be responsible for:

• Overseeing the Vacations Customer Operations team responsible for delivering and executing vacation customers' post-booking, in-destination, and post-travel experiences
• Developing policies and procedures for issue resolution and working closely with Customer Relations
• Overseeing customer satisfaction/NPS process and feedback loop to other teams, such as Product and Partnerships
• Managing compliance, health, and safety for in-destination/non-air package components and customer terms and conditions
• Overseeing the Contact Center in conjunction with CS&S from both a service and sales point of view, including resourcing and performance
• Spearheading, leading, developing, and delivering workflow process and systems improvements within the Operations team and collaborating with other departments on changes
• Participating as a "lead" in the development and implementation of the SMS (Safety Management System) for Health & Safety
• Participating as "lead" in Incident Management System and overseeing customer emergency communication and incident management
• Defining and guiding department activities and communications to ensure best practices, adherence to standards, and operational efficiency
• Ensuring delivery on key operational metrics and performance indicators to optimize operations, such as NPS, average handling time, first-time resolution in resort, and passenger compensation
• Contributing and collaborating on the Vacations leadership team in developing the business strategy and ensuring delivery of objectives and performance of the Vacations product
• Managing, training, coaching, and developing Vacations Operations team members
• Maintaining a world-class customer-centric team with high employee engagement, including with third-party suppliers, rapid implementation of technologies to support customers, designing terms and conditions for customers, and high customer satisfaction and retention

• *Knowledge, Skills, and Abilities**

To succeed in this role, you'll need:

• Skilled in influencing other people
• Skilled in problem-solving and storytelling
• Skilled in written and verbal communication, including the ability to communicate complex issues in a structured and concise manner
• Ability to analyze multiple or complex data to improve customer experience key performance indicators
• Ability to take initiative and assume accountability for achieving results
• Ability to lead and align discussions with stakeholders from multiple backgrounds that may have conflicting priorities on the direction for specific initiatives
• Ability to work under stressful situations from tight deadlines and competing priorities
• Ability to properly manage highly sensitive and confidential information
• Ability to prevent financial, operational, and/or reputational risks by resolving escalated issues and developing risk mitigation plans
• Ability to contend with a range and complexity of large business problems
• Ability to lead high-achieving teams

• *Education**

• Required: High School Diploma or GED

• *Experience**

• Demonstrated experience in directly or indirectly leading team(s)
• Fully functioning, broad knowledge in:
+ Operations and/or product management in a Customer Service-oriented business+ Working with a variety of third-party vendors+ Travel health and safety compliance+ Omni-channel Customer journey mapping+ Building best-in-class customer experience strategies+ Meeting or exceeding customer experience goals+ Managing or implementing customer advisory boards to garner feedback+ Experience working with contact centers, crisis management, and/or international travel logistics policies is preferred+ Experience in travel agency operations, airline vacation packages, online travel agency, or hospitality operations is preferred

• *Licensing/Certification**

• N/A

• *Physical Abilities**

• Ability to perform work duties from a limited space work station/desk/office area for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

• *Other Qualifications**

• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be at least 18 years of age
• Must be able to comply with careerzynith attendance standards as described in established guidelines
• Must be able to travel up to 40%

• *Pay & Benefits**

• Competitive market salary from $148,500 per year to $165,000 per year* depending on qualifications and experience
• For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company
• Benefits you'll love:
+ Fly for free, as a privilege, on any open seat on all careerzynith flights (your eligible dependents too)+ careerzynith will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings**+ Potential for annual ProfitSharing contribution in the careerzynith Retirement Savings Plan- when careerzynith profits, you profit***+ Competitive health insurance for you and your eligible dependents (including pets)+ careerzynith offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.

• Pay amount does not guarantee employment for any particular period of time.
• *401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits
• **ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

• *How to Apply**

If you're a motivated and experienced leader with a passion for customer-centric operations, we want to hear from you. Please submit your application, including your resume and a cover letter, through our website. We can't wait to hear from you!

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