Director of Customer Operations & Journey Transformation

About the role

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.

Responsibilities

• 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.
• Design customer journeys that improve retention, reduce operational complexity, and create measurable business impact.
• 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.

Requirements

• 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.

Qualifications

• Experience 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.

Skills

• Systems thinking
• Facilitation and communication skills
• Customer experience design
• Process design and improvement
• Collaboration and alignment across departments
• Workflow automation and system requirements development
• Data analysis and business impact measurement
• Operational model design and governance

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.
• 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.

Pay

Competitive salary commensurate with experience.

Schedule

Remote (U.S.)