Experienced Senior Manager of Vacation Customer Operations – Leading the Way in Exceptional Customer Experience

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a proven track record of driving operational excellence and leading high-performing teams? If so, we invite you to join blithequark as ourSenior Manager of Vacation Customer Operations. In this critical role, you will be responsible for overseeing the customer operations team, ensuring seamless delivery of vacation packages, and driving customer satisfaction to new heights. About blithequarkblithequark is a leading provider of innovative solutions in the travel industry.Our commitment to delivering exceptional customer experiences is unmatched, and we are seeking a talented leader to. As aSenior Manager of Vacation Customer Operations, you will be part of a dynamic team that is dedicated to making a difference in the lives of our customers. Job SummaryTheSenior Manager of Vacation Customer Operations is responsible for leading the team that oversees customer operations, including in-destination service and working closely with other blithequark teams to deliver quality vacation package experiences and recovery.This position requires a strong leader who can drive operational excellence, manage customer satisfaction, and ensure compliance with health and safety regulations. Responsibilities* Oversee the Vacations Customer Operations team responsible for the delivery and execution of Vacations customers post-booking, in-destination, and post-travel* Develop policies and procedures for issue resolution and work closely with Customer Relations* Oversee customer satisfaction/NPS process and feedback loop to other teams like Product and Partnerships* Manage compliance, health, and safety for in-destination/non-air package components and customer terms and conditions* Oversee Contact Center in conjunction with CS&S from both a service and sales point of view, including resourcing and performance* Spearhead, lead, develop, and deliver workflow process and systems improvements within the Operations team and collaborate with other departments on changes* Participate as a "lead" to the development and implementation of the SMS (Safety Management System) for Health & Safety* Participate as "lead" in Incident Management System and oversee customer emergency communication and incident management* Define and guide department activities and communications to ensure best practices, adherence to standards, and operational efficiency* Ensure delivery on key operational metrics and performance indicators to optimize operations, such as NPS, average handling time, first-time resolution in resort, and passenger compensation* Contribute and collaborate on the Vacations leadership team in developing the business strategy and ensuring delivery of objectives and performance of the Vacations product* Manage, train, coach, and develop Vacations Operations team members* Maintain a world-class customer-centric team with high employee engagement including with third-party suppliers, rapid implementation of technologies to support customers, designing terms and conditions for customers, and high customer satisfaction and retentionKnowledge, Skills, and Abilities* Skilled in influencing other people* Skilled in problem-solving and storytelling* Skilled in written and verbal communication including the ability to communicate complex issues in a structured and concise manner* Ability to analyze multiple or complex data to improve customer experience key performance indicators* Ability to take initiative and assume accountability for achieving results* Ability to lead and align discussions with stakeholders from multiple backgrounds that may have conflicting priorities on the direction for specific initiatives* Ability to work under stressful situations from tight deadlines and competing priorities* Ability to properly manage highly sensitive and confidential information* Ability to prevent financial, operational, and/or reputational risks by resolving escalated issues and developing risk mitigation plans* Ability to contend with a range and complexity of large business problems* Ability to lead high-achieving teamsEducation* Required: High School Diploma or GEDExperience* Demonstrated experience in directly or indirectly leading team(s)* Fully functioning, broad knowledge in:+ Operations and/or product management in a Customer Service-oriented business+ Working with a variety of third-party vendors+ Travel health and safety compliance+ Omni-channel Customer journey mapping+ Building best in class customer experience strategies+ Meeting or exceeding customer experience goals+ Managing or implementing customer advisory boards to garner feedback+ Experience working with contact centers, crisis management, and/or international travel logistics policies is preferred+ Experience travel agency operations, airline vacation packages, online travel agency, or hospitality operations is preferredLicensing/Certification* N/APhysical Abilities* Ability to perform work duties from a limited space work station/desk/office area for extended periods of time* Ability to communicate and interact with others in the English language to meet the demands of the job* Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the jobOther Qualifications* Must be a U.S.citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986* Must be at least 18 years of age* Must be able to comply with Company attendance standards as described in established guidelines* Must be able to travel up to 40%Pay & Benefits* Competitive market salary from $148,500 per year to $165,000 per year* depending on qualifications and experience* For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company* Benefits you'll love:+ Fly for free, as a privilege, on any open seat on all blithequark flights (your eligible dependents too)+ blithequark will help fund your 401(k) retirement savings with Company contributions up to 9.3% of your eligible earnings+ Potential for annual ProfitSharing contribution in the blithequark Retirement Savings Plan- when blithequark profits, you profit*+ Competitive health insurance for you and your eligible dependents (including pets)+ blithequark offers health plan coverage options that start from the very first day of employment.You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment. If you are a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please through our website, and we look forward to reviewing your qualifications. * Pay amount does not guarantee employment for any particular period of time. 401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits* ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.