VP, Contact Center

SeaWorld is a world-renowned leader in the themed-park and entertainment industry. Our success is built on a passion for caring for animals and a dedication to delivering positive memorable experiences to people from around the world. Were also committed to helping ambitious people achieve their professional best. Were always seeking exceptionally skilled and knowledgeable individuals to join our team.

• Lead all contact center operations including inbound sales guest services outbound sales initiatives digital engagement channels and guest recovery programs.
• Develop and execute strategies to increase revenue improve conversion rates grow ancillary sales and maximize guest lifetime value.
• Own key performance indicators including sales conversion guest satisfaction NPS service levels quality assurance labor productivity and operating costs.
• Manage workforce planning staffing models scheduling and labor optimization to ensure efficient operations while maintaining exceptional service standards.
• Lead all BPO partnerships including performance management training standards and continuous improvement initiatives.
• Establish comprehensive training coaching and quality assurance programs to ensure teams consistently achieve guest satisfaction and sales goals.
• Partner closely with Marketing Revenue Management CRM Digital and IT teams to support enterprise growth objectives and deliver seamless guest experiences.
• Own the contact center technology roadmap including CRM platforms telephony systems workforce management tools conversational AI chat SMS and self-service solutions.
• Drive automation and artificial intelligence initiatives that improve guest experience increase productivity reduce costs and enhance sales effectiveness.
• Utilize guest insights analytics and operational data to identify opportunities for personalization process improvement and revenue growth.
• Develop and manage departmental budgets ensuring strong financial discipline and achievement of productivity and cost targets.
• Monitor industry trends and emerging technologies to maintain a best-in-class contact center operation.

• Bachelors degree required; MBA preferred.
• 15 years of progressive leadership experience in contact center customer experience sales or guest service organizations.
• Proven experience managing large-scale contact center operations including outsourced BPO partners and multi-site teams.
• Strong background in CRM platforms telephony systems workforce management automation technologies and AI-enabled customer service solutions.
• Demonstrated success driving revenue growth conversion improvement guest satisfaction and operational efficiency.
• Experience building and leading high-performing teams in a fast-paced consumer-facing environment.
• Exceptional analytical communication leadership and executive presentation skills.
• Experience in travel hospitality entertainment attractions theme parks or consumer services preferred.

The perks of the position:

• Paid Time Off
• Complimentary Park Tickets and Passes
• Park Discounts on Food and Merchandise
• Medical Dental and Vision Insurance
• 401K Retirement plan
• Voluntary Insurance
• Life Insurance
• Disability Benefits
• Tuition Reimbursement
• Dependent and Health Care Flexible Spending Accounts
• Employee Assistance Program
• Legal Assistance Plan

EEO Employer:

SEAWORLD PARKS & ENTERTAINMENT IS AN EQUAL OPPORTUNITY EMPLOYER. ALL APPLICANTS WILL BE CONSIDERED WITHOUT REGARD TO AGE RACE COLOR RELIGION SEX NATIONAL ORIGIN SEXUAL ORIENTATION PREGNANCY GENDER IDENTITY OR EXPRESSION DISABILITY OR COVERED VETERAN STATUS.