Regional Owner Success Lead

Role Description

The Regional Owner Success Lead will manage a team of Coordinators on our Hawaii team. The ideal candidate has the ability to lead a team of coordinators that provides exceptional customer service while balancing empathy and accountability during demanding times. This role requires effective communication, analytical thinking, and problem-solving skills along with the ability to adapt to and lead change. The role is responsible for continued education and up-to-date knowledge of our products, programs, and services.

Essential Job Functions

• Oversee daily operations and workflow management to optimize team productivity and meet departmental objectives.
• Identify areas for improvement, and implement process enhancements to drive efficiency and quality outcomes.
• Lead and develop a team of Owner Success Coordinators through effective coaching, mentoring, and performance management.
• Conduct regular one-on-one meetings and annual evaluations to support professional growth and ensure alignment with company goals.
• Audit team’s work for quality of support, accuracy of information provided to owners, and delivery tone.
• Provide guidance and support to team members in handling challenging situations and resolving homeowner concerns.
• Set clear performance goals and expectations for team members, and conduct regular performance reviews.
• Conduct disciplinary action as needed, including informal and formal write-ups and corrective action plans to improve performance.
• Monitor, analyze, and evaluate trends in volume and workload against performance.
• Manage and monitor the team’s schedule.
• Understand higher-level business goals and our department’s role and impact.
• Manage staffing in relation to daily contacts in a multi-channel in- and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations.
• Ensure employee adherence to company values, quality, accuracy, schedule, and other expectations in a fast-paced environment.
• Build and maintain business relationships and open lines of communication with other internal support teams.
• Foster a collaborative work environment that promotes open communication, innovation, and employee engagement.
• Address team conflicts constructively and in a timely manner as they arise.
• Assist the recruiting process with interviewing, selection and onboarding new team members while ensuring compliance with company policies and employment regulations.
• Other duties as assigned because every day is different in hospitality!

Qualifications

• Experience working in hotel, hospitality, vacation or similar industry is highly preferred.
• 1-2 years of experience in a direct supervisory or management level position in a similar industry.
• 3-5 years of customer service/call center experience.
• Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
• Experience managing day-to-day team operations, providing guidance and support, and fostering a positive, productive team culture focused on collaboration, accountability, and growth.
• Demonstrated ability to multi-task, prioritize, and remain organized in a fast-paced and constantly changing work environment.
• Embrace and lead change.
• Problem solve with limited direction and support, implementing innovative solutions.
• Review and analyze information to identify trends and propose solutions.
• Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests and peace of mind for our homeowners.
• Must be dependable, self-motivated, and able to work independently while contributing positively to a collaborative team environment.
• Comfortable talking to people—online or in person—and being able to share information in a way that’s clear, thoughtful, and represents the company in a positive way always.

Workplace Environment + Physical Requirements

• Fully remote work environment with reliable internet connection.
• Speed test required: please use this link to run the internet speed test. The internet speed must be at least 100.0 download/10.0 upload. If your internet does not meet these requirements, you will need to upgrade prior to applying.
• We’re in hospitality and our schedules can change based on guest and homeowner needs. Shifts may include early mornings, evenings, weekends, and holidays. We require flexibility to support this.
• Typically a Monday - Friday workweek with expectations to be flexible to support the needs of the business.
• You’ll be working in your home office setting. This position requires frequent, repetitive use of a computer, phone, and office equipment.
• This position requires patient, professional communication with prospective clients, and the ability to build confidence with prospects.
• Ability to move freely (balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions) and lift up to a maximum of twenty-five (25) pounds without assistance.

Benefits

• Health/dental/vision insurance based on hours worked.
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked.
• 401K retirement savings plan with immediate 100% company match on the first 4% you contribute.
• Health & Dependent Care Flexible Spending Accounts based on hours worked.
• Paid Flex Time Off.
• Employee Assistance Program (EAP).
• Employee Discounts.