Director of Customer Operations & Journey Transformation

Build the Operating System Behind Vacatia's Customer Experience Location: Remote (U.S.) Reports To: Chief Executive Officer At Vacatia, we're redefining vacation ownership by creating customer experiences that are simpler, smarter, and more connected. As we continue to evolve, we're looking for a strategic builder who can transform fragmented processes into seamless customer journeys that improve retention, strengthen loyalty, and drive business growth. The Director of Customer Operations & Journey Transformation sits at the intersection of customer experience, operations, systems, and strategy. This is not a traditional operations role and it is not a project management position. It is an opportunity to design the operating system behind Vacatia's customer lifecycle. From acquisition through retention and re engagement, you'll partner 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 our customers and our business. If you enjoy solving ambiguous problems, designing scalable operating models, and turning complex customer challenges into simple, repeatable processes, we'd love to meet you. Why You'll Love Working at Vacatia 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. Your Impact 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. Lead cross functional working sessions that align Customer Service, Sales, Marketing, Finance, Product, Resort Operations, Contract Management, and Technology around shared customer outcomes. Redesign processes to reduce customer friction, eliminate operational inefficiencies, clarify ownership, and improve collaboration across departments. Partner with technical teams to translate business workflows into scalable system requirements, Salesforce enhancements, reporting, and future automation opportunities. Use customer insights, operational data, and workflow analytics to prioritize improvements and measure business impact. Establish governance, documentation standards, and repeatable methods for how customer workflows are designed, implemented, and continuously improved. Build the operational foundation for Vacatia's long term Customer Revenue Operations capability as the organization continues to mature. What You Bring Bachelor's degree in Business, Operations, Product Management, Hospitality, Engineering, or a related field preferred. 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 preferred. Familiarity with AI enabled workflows, journey analytics, customer lifecycle strategy, or process automation is a plus. Strong written communication skills with experience developing process maps, business requirements, decision logic, and operational documentation. A builder's mindset with the curiosity, judgment, and influence to create lasting operational improvements in a fast moving organization. What Success Looks Like Within your first year, customer workflows are clearer, more consistent, and centered around the customer experience. Teams understand who owns each step, how work flows across departments, and how success is measured. Operational friction is reduced, customer retention improves, and system enhancements are driven by thoughtful operating models rather than isolated requests. Most importantly, you will help establish the foundation for a broader Customer Revenue Operations capability as Vacatia continues building a more mature customer lifecycle, retention, and engagement strategy. Join Us At Vacatia, we believe great customer experiences don't happen by accident. They are intentionally designed, thoughtfully executed, and continuously improved. If you're energized by solving complex operational challenges, building scalable systems, and creating experiences that customers actually feel, we invite you to join us and help shape the future of Customer Operations and Journey Transformation at Vacatia.