नौकरी का विवरण

Role overview

Vacatia is looking for a strategic operator to help design the systems that power its customer experience. This role focuses on turning scattered processes into connected, scalable customer journeys that support retention, loyalty, and growth. It sits at the crossroads of customer experience, operations, systems, and strategy, and is intended as a true build role rather than a conventional operations or project management position.

The position is remote within the United States and reports directly to the Chief Executive Officer. You will work across Sales, Customer Service, Marketing, Product, Finance, Resort Operations, Contract Management, and Technology to create clearer workflows, better coordination, and stronger outcomes across the customer lifecycle from acquisition through retention and re-engagement.

Why this role matters

This is a chance to establish a new capability that will shape how Vacatia supports customers over the long term. The work will influence enterprise customer strategy, reduce operational complexity, and help the company scale through better processes, automation, AI enablement, and operational discipline.

Key responsibilities

Design customer-focused operating models that improve important moments across the lifecycle, including acquisition, retention, service recovery, re-engagement, and contract management.
Turn customer pain points, business goals, and operational constraints into practical workflows, decision rules, standard procedures, and implementation plans.
Run cross-functional working sessions that bring together Customer Service, Sales, Marketing, Finance, Product, Resort Operations, Contract Management, and Technology around common customer outcomes.
Rework processes to lower friction for customers, remove inefficiencies, clarify ownership, and improve how teams work together.
Work with technical teams to translate business needs into system requirements, Salesforce improvements, reporting, and future automation opportunities.
Use customer feedback, operational data, and workflow analytics to set priorities and track business impact.
Create governance, documentation standards, and repeatable methods for designing, rolling out, and improving customer workflows.
Lay the groundwork for Vacatia’s future Customer Revenue Operations capability as the organization grows.

Requirements and qualifications

Bachelor’s degree in Business, Operations, Product Management, Hospitality, Engineering, or a related discipline is preferred.
At least 5 years of experience in customer operations, revenue operations, business operations, process design, customer experience, product management, systems transformation, or a similar field.
Proven ability to build and improve complex cross-functional workflows that deliver better results for customers and the business.
Experience working across multiple departments to build alignment, drive execution, and support operational change.
Strong facilitation and communication skills, with the ability to simplify ambiguity and build agreement among different stakeholders.
Strong systems thinking and the ability to understand how people, processes, technology, and data connect.
Experience with Salesforce, CRM platforms, customer service tools, workflow automation, or contract management systems is preferred.
Exposure to AI-enabled workflows, journey analytics, customer lifecycle strategy, or process automation is an advantage.
Strong written communication skills, including the ability to create process maps, business requirements, decision logic, and operational documentation.
A builder mindset with curiosity, sound judgment, and the ability to influence change in a fast-moving environment.

Success metrics

In the first year, the expectation is that customer workflows will become clearer, more consistent, and more centered on the customer experience. Teams should have better visibility into ownership, handoffs, and success measures. The role should help reduce operational friction, improve retention, and ensure system improvements are driven by thoughtful operating models rather than isolated requests. Over time, it will also support the creation of a broader Customer Revenue Operations capability.

Work arrangement

This is a remote role based in the United States.

About Vacatia

Vacatia is rethinking vacation ownership by building customer experiences that are simpler, smarter, and more connected. The company values intentionally designed experiences, careful execution, and continuous improvement.

Additional notes

The posting emphasizes that this is not a standard operations role and not a project management position. It is intended for someone who enjoys solving ambiguous problems, building scalable operating models, and turning complex customer challenges into repeatable processes.

Director of Customer Operations & Journey Transformation