Vacatia

Customer Support

• Architect the future-state Customer Experience operating environment across people, process, technology, data and automation
• Evaluate customer journeys and identify friction, unnecessary handoffs, service gaps, manual work and simplification opportunities
• Translate customer and frontline pain points into business requirements and scalable solutions
• Partner across Customer Experience, Product, Technology, Data, Sales, Collections and Resort Operations on complex cross-functional problems
• Design operating models, workflows, decision frameworks and service processes to improve customer outcomes and operational performance
• Determine where automation, AI and self-service can improve customer experience while preserving appropriate human interaction and judgment
• Establish KPI frameworks and measurement strategies for service quality, customer effort, productivity, resolution, cost and other outcomes
• Use customer feedback, operational data and frontline insights to identify root causes
• Partner with Product and Engineering to prioritize customer experience opportunities and translate business needs into technology requirements
• Support customer segmentation, workforce management, contact strategy and service optimization initiatives
• Establish governance, standards and decision rights for scalable improvements
• Test new approaches before broad scaling and refine the future-state model based on results
• Serve as a strategic thought partner to senior Customer Experience leadership

Customer Experience Principal Architect

Call Center Representative

• Monitor daily team performance to ensure sales, tour generation, and productivity goals are achieved
• Partner with the Contact Center Manager to achieve sales, quality, productivity, and compliance objectives
• Analyze individual and team performance metrics and recommend improvement strategies
• Support promotional campaigns
• Reinforce adherence to company policies and regulations, including TCPA, Mini-TCPA, and DNC requirements
• Provide daily leadership to assigned Travel Coordinators
• Conduct side-by-side coaching sessions
• Deliver one-on-one performance meetings
• Handle complex customer escalations
• Assist with interviewing, onboarding, and training new team members

Customer Experience Principal Architect

Contact Center Team Lead