Call Center Manager

Join Vacatia and Lead the Future of Owner Experience

Location: Las Vegas

Vacatia is reinventing vacation ownership across discovery booking and stay. As a Call Center Manager youll play a key role in delivering an exceptional experience to our owners while leading a high-performing customer-focused team.

This is a hands-on leadership opportunity for someone who thrives in a fast-paced environment knows how to turn operational data into action and is passionate about developing people. Youll oversee an assigned division of Owner Success employees drive performance and service quality and partner across the business to continuously improve the owner experience.

This role is remote within the United States with periodic travel to Las Vegas required to support the team and business operations.

Why Youll Love Working at Vacatia

• Build the Future Help shape how vacation ownership is experienced by hundreds of thousands of owners.
• Impact That Matters Your leadership directly influences owner satisfaction retention and the overall customer experience.
• Innovation at Scale Use technology data and new ideas to improve how we support our owners.
• Autonomy & Ownership Take ownership of your division and have a meaningful voice in how we operate.
• Culture of Growth Develop your team while continuing to grow as a leader.

Your Impact

Lead Call Center Operations

• Lead the daily operations of an assigned division of Owner Success employees including supervisors team leads and Owner Success representatives as applicable.
• Ensure appropriate staffing coverage and consistent service delivery based on business needs call volume seasonality and operating hours.
• Monitor key operational metrics including service levels response times abandonment productivity attendance and schedule adherence.
• Ensure established workflows service standards documentation practices and escalation procedures are followed.
• Identify operational gaps and implement solutions that improve efficiency and the owner experience.
• Provide leadership support during periods of elevated volume and as business needs require.

Lead Coach & Develop Your Team

• Set clear performance expectations and create accountability around service quality productivity and professional conduct.
• Conduct regular one-on-ones team meetings coaching sessions and performance reviews.
• Provide ongoing feedback and development opportunities to help team members reach their potential.
• Partner with People & Culture on employee relations performance improvement recognition and development initiatives.
• Build an engaged collaborative and owner-focused culture.
• Identify high-potential employees and support internal development and succession planning.

Elevate the Owner Experience

• Ensure owners receive professional empathetic accurate and consistent support.
• Reinforce a proactive approach focused on owner education engagement satisfaction and retention.
• Monitor owner interactions to evaluate quality and identify coaching opportunities.
• Take ownership of complex or sensitive owner concerns and ensure escalations are addressed appropriately and promptly.
• Use owner feedback quality results and service trends to identify opportunities for improvement.
• Help deliver a consistent experience across phone chat digital multilingual and other support channels.

Drive Performance & Accountability

• Track and analyze service levels average handle time response time abandonment resolution quality owner satisfaction retention attendance and productivity.
• Use data to identify trends uncover root causes and develop action plans.
• Hold teams accountable when performance expectations are not being met while balancing productivity with service quality and employee engagement.
• Provide regular performance updates and operational insights to Owner Success leadership.

Partner Across the Business

• Partner with Operations and Technology to improve routing case management automation reporting and self-service capabilities.
• Collaborate with Owner Onboarding Concierge Save Specialists Escalations Resort Operations Sales & Marketing Finance Legal and People & Culture.
• Support the rollout of new systems processes policies and owner programs.
• Help maintain current procedures scripts knowledge resources and training materials.
• Represent Owner Success needs and owner feedback in cross-functional discussions.
• Participate in special projects and other initiatives as assigned.

What You Bring

• 5 years of experience in contact center operations customer success owner/member services hospitality or a related service environment.
• 3 years of experience leading call center teams including supervisors or team leads.
• Experience managing high-volume operations across multiple shifts locations or service channels.
• Strong understanding of workforce planning service levels quality assurance escalations coaching and performance management.
• Demonstrated ability to use operational data and customer feedback to improve performance and service delivery.
• Experience establishing and monitoring call center metrics reporting and accountability routines.
• Strong leadership communication conflict-resolution and decision-making skills.
• Ability to remain composed and make sound decisions during periods of high volume or complex owner escalations.
• Experience using CRM case management workforce management quality monitoring knowledge management and reporting systems.
• Proficiency with Microsoft Office or Google Workspace.
• Experience in hospitality vacation ownership travel membership financial services or another high-volume consumer service environment preferred.
• Experience supporting multilingual teams or diverse customer populations is a plus.
• Bachelors degree in Business Administration Hospitality Communications or a related field preferred; equivalent professional experience will be considered.
• Ability and willingness to travel to Las Vegas periodically is required.

Join Us

If youre a people-first leader who loves solving problems developing teams and improving the customer experience wed love to meet you.

The power of opportunity starts with you. Apply to Vacatia!

Join Vacatia and Lead the Future of Owner Experience

Vacatia is reinventing vacation ownership across discovery booking and stay. As a Call Center Manager youll play a key role in delivering an exceptional experience to our owners while leading a high-performing customer-focused team.

This is a hands-on leadership opportunity for someone who thrives in a fast-paced environment knows how to turn operational data into action and is passionate about developing people. Youll oversee an assigned division of Owner Success employees drive performance and service quality and partner across the business to continuously improve the owner experience.

This role is remote within the United States with periodic travel to Las Vegas required to support the team and business operations.

Why Youll Love Working at Vacatia

• Build the Future Help shape how vacation ownership is experienced by hundreds of thousands of owners.
• Impact That Matters Your leadership directly influences owner satisfaction retention and the overall customer experience.
• Innovation at Scale Use technology data and new ideas to improve how we support our owners.
• Autonomy & Ownership Take ownership of your division and have a meaningful voice in how we operate.
• Culture of Growth Develop your team while continuing to grow as a leader.

Your Impact

Lead Call Center Operations

• Lead the daily operations of an assigned division of Owner Success employees including supervisors team leads and Owner Success representatives as applicable.
• Ensure appropriate staffing coverage and consistent service delivery based on business needs call volume seasonality and operating hours.
• Monitor key operational metrics including service levels response times abandonment productivity attendance and schedule adherence.
• Ensure established workflows service standards documentation practices and escalation procedures are followed.
• Identify operational gaps and implement solutions that improve efficiency and the owner experience.
• Provide leadership support during periods of elevated volume and as business needs require.

Lead Coach & Develop Your Team

• Set clear performance expectations and create accountability around service quality productivity and professional conduct.
• Conduct regular one-on-ones team meetings coaching sessions and performance reviews.
• Provide ongoing feedback and development opportunities to help team members reach their potential.
• Partner with People & Culture on employee relations performance improvement recognition and development initiatives.
• Build an engaged collaborative and owner-focused culture.
• Identify high-potential employees and support internal development and succession planning.

Elevate the Owner Experience

• Ensure owners receive professional empathetic accurate and consistent support.
• Reinforce a proactive approach focused on owner education engagement satisfaction and retention.
• Monitor owner interactions to evaluate quality and identify coaching opportunities.
• Take ownership of complex or sensitive owner concerns and ensure escalations are addressed appropriately and promptly.
• Use owner feedback quality results and service trends to identify opportunities for improvement.
• Help deliver a consistent experience across phone chat digital multilingual and other support channels.

Drive Performance & Accountability

• Track and analyze service levels average handle time response time abandonment resolution quality owner satisfaction retention attendance and productivity.
• Use data to identify trends uncover root causes and develop action plans.
• Hold teams accountable when performance expectations are not being met while balancing productivity with service quality and employee engagement.
• Provide regular performance updates and operational insights to Owner Success leadership.

Partner Across the Business

• Partner with Operations and Technology to improve routing case management automation reporting and self-service capabilities.
• Collaborate with Owner Onboarding Concierge Save Specialists Escalations Resort Operations Sales & Marketing Finance Legal and People & Culture.
• Support the rollout of new systems processes policies and owner programs.
• Help maintain current procedures scripts knowledge resources and training materials.
• Represent Owner Success needs and owner feedback in cross-functional discussions.
• Participate in special projects and other initiatives as assigned.

What You Bring

• 5 years of experience in contact center operations customer success owner/member services hospitality or a related service environment.
• 3 years of experience leading call center teams including supervisors or team leads.
• Experience managing high-volume operations across multiple shifts locations or service channels.
• Strong understanding of workforce planning service levels quality assurance escalations coaching and performance management.
• Demonstrated ability to use operational data and customer feedback to improve performance and service delivery.
• Experience establishing and monitoring call center metrics reporting and accountability routines.
• Strong leadership communication conflict-resolution and decision-making skills.
• Ability to remain composed and make sound decisions during periods of high volume or complex owner escalations.
• Experience using CRM case management workforce management quality monitoring knowledge management and reporting systems.
• Proficiency with Microsoft Office or Google Workspace.
• Experience in hospitality vacation ownership travel membership financial services or another high-volume consumer service environment preferred.
• Experience supporting multilingual teams or diverse customer populations is a plus.
• Bachelors degree in Business Administration Hospitality Communications or a related field preferred; equivalent professional experience will be considered.
• Ability and willingness to travel to Las Vegas periodically is required.

Join Us

If youre a people-first leader who loves solving problems developing teams and improving the customer experience wed love to meet you.

The power of opportunity starts with you. Apply to Vacatia!