Note: The job is a remote job and is open to candidates in USA. Vacatia is redefining vacation ownership by creating customer experiences that are simpler, smarter, and more connected. The Director of Customer Operations & Journey Transformation will design the operating system behind Vacatia's customer lifecycle, focusing on improving retention and driving business growth through seamless customer journeys.
Responsibilities
- 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
Skills
- 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
- 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
- Bachelor's degree in Business, Operations, Product Management, Hospitality, Engineering, or a related field preferred
- 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
Company Overview
Company H1B Sponsorship