Sales Support Operations Supervisor

About the role

The Sales Support Operations Supervisor is a key operational leader responsible for overseeing a team of approximately 12 Sales Support professionals and ensuring the seamless execution of daily Sales and Marketing support operations, including the Gift Center and Tour Reception. This role serves as a critical connection point between the Sales, Marketing, and guest experience functions, ensuring each area operates efficiently, professionally, and with a consistent focus on delivering a world-class experience for owners and prospective sales guests.

Responsibilities

• Lead, coach, and develop a team of approximately 12 Sales Support team members.
• Recruit, interview, hire, onboard, and train new team members.
• Establish clear performance expectations and provide ongoing coaching, feedback, and development.
• Manage daily staffing, scheduling, workflow, and team coverage to support business needs.
• Foster a professional, accountable, service-focused team culture.
• Oversee daily operational activities supporting the Sales and Marketing teams, including Tour Reception and Gift Center operations.
• Ensure guest flow, tour reception, gifting, and related support functions are executed accurately and efficiently.
• Partner closely with Sales and Marketing leadership to identify operational needs, resolve issues, and improve the overall guest and owner experience.
• Maintain organized processes, operational standards, and consistent execution across all areas of responsibility.
• Drive achievement of established revenue goals through merchandise sales and additional ticket offerings, including theme park attractions and dinner shows.
• Coach team members on effective sales techniques, product knowledge, and guest engagement.
• Monitor sales performance and key operational metrics, identifying opportunities to improve results.
• Maintain accountability for departmental performance against established goals and expectations.
• Champion a polished, welcoming, and professional environment for every owner and prospective sales guest.
• Ensure team members consistently deliver exceptional service throughout the guest journey.
• Respond to escalated guest concerns professionally and work quickly to identify appropriate resolutions.

Requirements

• Minimum of 2 years of experience within the timeshare or vacation ownership industry, with a strong understanding of the sales environment and the operational support required to deliver an exceptional guest experience.
• 6 months to 1 year of supervisory or leadership experience, including coaching, developing, and holding team members accountable for performance.
• Previous sales support experience.
• Demonstrated success in customer service, guest engagement, and upselling additional products or services.

This role requires a confident, hands-on leader who is comfortable balancing people leadership, daily operations, revenue goals, and a high standard of service.