Daily Management
Lead the Future of Customer Care at Vacatia
Location: Fort Lauderdale, Hybrid or Remote
At Vacatia, we're transforming vacation ownership and redefining how customer care powers exceptional guest experiences. As a leader in hospitality and resort management, we combine technology, service, and innovation to deliver memorable vacations. Now, we're seeking a strategic and tech-savvy Senior Director of Call Center & Customer Care to lead our multi-site operations and elevate the way we connect with owners and guests.
Why You'll Love Working at Vacatia Shape Customer Experience at Scale: Lead call center strategy for a growing hospitality organization and ensure every interaction reflects service excellence. Tech-Driven Leadership: Implement and optimize cutting-edge IVR, VoIP, and customer care platforms to transform the way we serve our guests. Empower Teams to Succeed: Direct workforce management strategies that balance service quality, staffing efficiency, and employee engagement. Collaboration at the Highest Level: Partner with executives and cross-functional leaders to align customer care with business-wide goals. Culture of Innovation: Bring bold ideas to life in a dynamic environment that values forward-thinking leaders and customer-first solutions. Your Impact
Lead multi-site call center operations across voice, chat, email, and self-service channels. Oversee the implementation and optimization of IVR, VoIP, CRM, and AI-driven service platforms. Direct workforce management to ensure accurate forecasting, scheduling, and real-time adherence. Monitor and improve KPIs including first-call resolution (FCR), CSAT, NPS, AHT, and employee retention. Collaborate with IT, Operations, Marketing, and Sales to align customer care strategies with enterprise goals. Advocate for the voice of the customer at the executive level, driving initiatives that improve the end-to-end guest experience. Build and mentor a high-performing leadership team, fostering accountability, engagement, and professional growth. What You Bring
10+ years of progressive call center leadership experience, with at least 5 years in a senior role. Deep knowledge of IVR, VoIP, CRM, and workforce management platforms; proven success implementing and operating systems at scale. Strong track record of improving service metrics through technology and process innovation. Bachelor's degree in Business, Operations, or related field required; MBA preferred. Exceptional leadership presence with the ability to inspire teams and influence executives. Experience in hospitality, travel, or a multi-site service organization strongly preferred.
Join Vacatia and Redefine Customer Care
If you're ready to combine technology, leadership, and customer obsession to build the future of hospitality service, we want to hear from you.
Apply now and lead where innovation meets experience.
Location: Fort Lauderdale, Hybrid or Remote
At Vacatia, we're transforming vacation ownership and redefining how customer care powers exceptional guest experiences. As a leader in hospitality and resort management, we combine technology, service, and innovation to deliver memorable vacations. Now, we're seeking a strategic and tech-savvy Senior Director of Call Center & Customer Care to lead our multi-site operations and elevate the way we connect with owners and guests.
Why You'll Love Working at Vacatia Shape Customer Experience at Scale: Lead call center strategy for a growing hospitality organization and ensure every interaction reflects service excellence. Tech-Driven Leadership: Implement and optimize cutting-edge IVR, VoIP, and customer care platforms to transform the way we serve our guests. Empower Teams to Succeed: Direct workforce management strategies that balance service quality, staffing efficiency, and employee engagement. Collaboration at the Highest Level: Partner with executives and cross-functional leaders to align customer care with business-wide goals. Culture of Innovation: Bring bold ideas to life in a dynamic environment that values forward-thinking leaders and customer-first solutions. Your Impact
Lead multi-site call center operations across voice, chat, email, and self-service channels. Oversee the implementation and optimization of IVR, VoIP, CRM, and AI-driven service platforms. Direct workforce management to ensure accurate forecasting, scheduling, and real-time adherence. Monitor and improve KPIs including first-call resolution (FCR), CSAT, NPS, AHT, and employee retention. Collaborate with IT, Operations, Marketing, and Sales to align customer care strategies with enterprise goals. Advocate for the voice of the customer at the executive level, driving initiatives that improve the end-to-end guest experience. Build and mentor a high-performing leadership team, fostering accountability, engagement, and professional growth. What You Bring
10+ years of progressive call center leadership experience, with at least 5 years in a senior role. Deep knowledge of IVR, VoIP, CRM, and workforce management platforms; proven success implementing and operating systems at scale. Strong track record of improving service metrics through technology and process innovation. Bachelor's degree in Business, Operations, or related field required; MBA preferred. Exceptional leadership presence with the ability to inspire teams and influence executives. Experience in hospitality, travel, or a multi-site service organization strongly preferred.
Join Vacatia and Redefine Customer Care
If you're ready to combine technology, leadership, and customer obsession to build the future of hospitality service, we want to hear from you.
Apply now and lead where innovation meets experience.