Sales Support Operations Supervisor

Job Description

Job Description

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.

Key Responsibilities

Team Leadership & Development

• 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.

Sales & Marketing Operations

• 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.

Revenue & Performance

• 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.

Guest Experience

• 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.

Required Qualifications

• The ideal candidate will bring a 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.
• Candidates must have 6 months to 1 year of supervisory or leadership experience, including coaching, developing, and holding team members accountable for performance. Previous sales support experience is required, along with 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.