Water, Nature, Outdoors, Rock, Sea, Ocean

Director, Customer Experience

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Director, Customer Experience

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

 

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

The Director of Customer Experience Strategy and Operational Controls leads and directs the Operational Process, Excellence & Controls team and oversees the Customer Experience Strategy for the enterprise. This position develops goals and standards, to ensure the rules of the clubs are adhered to and supports organizational streamlining efforts to establish consistent controls and automation support. In addition to supervising, training, coaching, scheduling and motivation of employees on the OPEC team, this position is responsible for establishing an enterprise wide customer experience strategy and governance committee. The director is effective in achieving established performance expectations and documenting work flow to streamline departmental responsibilities while establishing standard operating procedures for the work teams.  This position understands how Owner Services, club performance and customer obsession integrate into the success of Wyndham Destinations as a whole and develops effective departmental changes to support the goals, and leads a positive, performance-based culture.

Essential Job Functions

  • Ensure that the OPEC team and its employees successfully execute against the business plan for each of the clubs/functions supported.
  • Create and maintain a performance based culture delivering service excellence
  • Establish and implement an enterprise wide Customer Experience Strategy plan by implementing voice of the customer decision making, leading the customer centric culture establishment effort and evangelizing key leaders to participate in the governance of such strategy.
  • Develop and implement strategic plans of action to maximize club rule adherence consistently and efficiently.
  • Maintain awareness and ensure implementation of innovations, enhancements, and upgrades in technology to maximize productivity and efficiencies.
  • Participate in key company project work teams
  • Monitor staff work and track performance to maximize team effectiveness and productivity.  Take appropriate corrective disciplinary action as necessary. Oversee performance review process. Develop and maintain bench strength of highly expandable leaders
  • Develop club simplification strategies and drive buy in/execution
  • Oversee development and effective management of a $10+ million annual operating budget
  • Other duties as assigned

Minimum Requirements and Qualifications

Education

  • Bachelors or advanced degree, preferably in business-related studies
  • Five or more years of successful management experience, preferably in a customer-driven/sales environment.
  • Seven (7) years of progressive management/leadership experience, preferably with a team of 50 employees or greater
  • Five (5) years of customer service experience, preferably in a hospitality or vacation ownership environment
  • Five (5) years of experience in business analysis, system analysis, and design or infrastructure design/development/support.

Knowledge and skills  

  • Ability to see, account for, and coach others in the “big picture” as well as the details and to be able to tie initiatives to Corporate Goals
  • Strong and extensive leadership capabilities, excellent judgment, and proven ability to work effectively with and influence clients, team members, management and external groups to deliver projects within defined constraints
  • Proven ability to drive large-scale projects consisting of cross-functional teams, with strong collaboration and leadership
  • Ability to lead a team and deliver all phases of complex systems assignments
  • Capability to provide continuous process improvements
  • Demonstrated “Strategic” thinking and execution
  • Strong analytical, problem solving and planning ability.
  • Proven ability to acquire a thorough understanding of the business/client environment and systems, connectivity and application technological alternatives.
  • Proven ability to lead teams to effectively manage multiple tasks and various stages of completion.
  • Extensive facilitation skills; communicates effectively with the business to identify needs and evaluate alternative solutions as required.
  • Strong initiative, flexibility, and ability to thrive in a deadline oriented atmosphere.
  • Excellent written and verbal communication skills.
  • Demonstrated ability to build relationships and negotiate with internal business partners and external vendors
  • Demonstrated experience with change management processes – including leading detailed impact assessments on schedule, scope, budget, technology and current state processes
  • Demonstrated knowledge of project management tools, techniques and practices
  • Demonstrated experience with risk management, including the identification of risks, level of impact, and collaboration with team to proactively mitigate or resolve
  • Experience in financial management and budgeting
  • Works effectively with cross functional leadership and matrix teams to set, management and accomplish desired objectives – this requires the ability to positively influence team members, management, business stakeholders and external groups

Unless there is a legal requirement, experience will be accepted for the education requirement.

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-26200

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