Role Overview
The Director of Customer Operations & Journey Transformation sits at the intersection of customer experience, operations, systems, and strategy. This role is responsible for designing the operating system behind Vacatia's customer lifecycle, partnering across Sales, Customer Service, Marketing, Product, Finance, Resort Operations, and Technology to build customer centric workflows that reduce friction, improve coordination, and create better outcomes for both customers and the business.
What You Will Do
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.
Why It Might Be a Fit
If you enjoy solving ambiguous problems, designing scalable operating models, and turning complex customer challenges into simple, repeatable processes, this role may be a good fit.
Requirements
- Bachelor's degree in Business, Operations, Product Management, Hospitality, Engineering, or a related field
- 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
- Experience with Salesforce, CRM platforms, customer service technologies, workflow automation, or contract management systems
- Familiarity with AI enabled workflows, journey analytics, customer lifecycle strategy, or process automation
Benefits
- Opportunity to build a brand new capability that will shape how Vacatia serves customers for years to come
- Work directly with the CEO and executive leadership to influence enterprise wide customer strategy
- Design customer journeys that improve retention, reduce operational complexity, and create measurable business impact
- Partner across every major function of the company, influencing both business and technology decisions
- Help prepare Vacatia for the future through scalable workflows, automation, AI enablement, and operational excellence
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