Senior Manager, Guest Operations Strategy (Guest Contact Center)

Responsibilities

• Design and implement a centralized, technology-enabled guest operations model leveraging AI, automation, analytics, and scalable communication platforms
• Establish and maintain the NOC as the operational hub for guest support and service coordination across the network
• Develop scalable workflows, service standards, escalation pathways, and support models that balance guest experience with operational efficiency
• Lead the evolution and modernization of guest operations through emerging technologies, automation, and process optimization initiatives
• Evaluate and implement tools including: AI-driven call transcription and summarization, workflow automation and intelligent routing, operational analytics and reporting platforms, cloud-based telephony and CCaaS solutions, self-service and digital support capabilities
• Manager the Call Center Manager and downstream teams and ensure alignment between staffing models, routing logic, performance expectations, and operational objectives
• Support long-term scalability and operational consistency across 200+ locations
• Partner cross-functionally with commercial, operational, and guest experience stakeholders to align communication strategies and service delivery
• Design and manage a centralized service recovery model, including complaint intake, issue categorization, escalation management, and resolution tracking
• Utilize guest feedback, complaint trends, and operational insights to identify service gaps and drive continuous improvement initiatives
• Partner with the Network Guest Experience Manager to support consistent handling of VIP guest interactions and operational coordination across the network
• Develop standardized communication and notification processes related to VIP arrivals, departures, service needs, and operational considerations
• Leverage operational analytics and guest interaction data to identify trends, improve decision-making, and proactively address operational challenges

Qualifications

• 8+ years of experience in operations, guest support, contact center leadership, or operational transformation environments
• Demonstrated experience modernizing or scaling customer support or operational communication functions through AI-enabled technologies, automation, and digital communication platforms
• Experience leading large-scale operational transformation initiatives within complex, distributed organizations