Owner Onboarding Manager

About the role

The Owner Onboarding Manager leads the sales site Owner Onboarding Team, providing leadership, document presentation training, performance reviews, and development. The manager partners with site leaders and sales teams to identify training opportunities for compliance and retention, communicates with the Director of Owner Onboarding on escalations and process improvements, and completes Owner Certification presentations and audits.

Responsibilities

• Hire, train and manage the team to reflect the Wyndham culture of the “Lead with the Heart” initiative.
• Coach, motivate and develop the team to achieve departmental goals and rescission targets (30% of time).
• Monitor team performance, track productivity, take corrective disciplinary action as needed, oversee performance reviews and payroll, and ensure all work‑related courses are up to date (30% of time).
• Develop and implement operational plans through OKR (Objectives Key Results) to maximize effectiveness, productivity, retention, and compliant sales/document presentations (15% of time).
• Provide post‑sale customer service for sales retention and compliance to deliver exceptional OE and Guest Service Scores (15% of time).
• Partner with and create value‑added solutions for the Director of Owner Onboarding (10% of time).
• Complete Owner Certification presentations as needed and audit the certification process with the Owner Onboarding Team.
• Communicate with the Director of Owner Onboarding regarding potential escalations, process improvement, and individual development/training opportunities.
• Work with the Owner Onboarding Team and site leadership to ensure performance and compliance through the sales document process, customer service, and training.

Requirements

• Bachelor’s degree or equivalent education and directly related experience.
• California Real Estate License required.
• Two (2) years customer service experience required.
• 1‑2 years leadership experience preferred.
• 1‑2 years WVO sales experience preferred.
• 1‑2 years timeshare and/or real estate experience preferred.
• Ability to prioritize and organize tasks; influence; excellent verbal and written communication and interpersonal skills; ability to manage concurrent assignments; strong conflict management skills; expert contract standards expertise preferred; T+L product knowledge expertise preferred.
• Basic computer skills, including Microsoft Word, Excel, PowerPoint, and Teams.

Benefits

• Medical, dental, and vision coverage
• Flexible spending accounts
• Life and accident coverage
• Disability insurance
• Wish day paid time to volunteer at an approved organization
• 401(k) with employer match (subject to eligibility)
• Legal and identity theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program
• Paid time off, parental leave and holidays (depending on position)

Compensation

Generally starting at $72,000 per year plus commissions and bonuses. Salary will be set based on experience, education, skills, training, and work location.

Additional Information

• Travel requirements are determined by the area of responsibility.
• Partners with the Director of Owner Onboarding, site management, Double O Team, and sales teams to analyze retention results, identify opportunities, and formulate action plans.
• High level of autonomy with minimal supervision.
• Supervises Owner Onboarding Leads and Representatives.
• Focus on improving rescission rates, sales compliance, net sales and profit, and NPS/OE scores.