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Senior Vice President, Club Services - Call Center

Company: Hilton Grand Vacations
Location: Orlando
Posted on: March 19, 2023

Job Description:

Job Description
We offer an excellent benefit package to our full-time Team Members that include Day One medical, dental and vision insurance, 401K plan, Paid Time Off (PTO) program and extraordinary travel benefits!

The global Club and Owner Services Contact Center for owners and members, helps build strong customer relationships and maximizes the company's operating performance. As the Senior Vice President of Club Services, Contact Center, you will develop and deliver on the organization's Club Member customer experience by building a cohesive, high performing team, setting strategic direction, and establishing structure and processes that produce a consistent experience - balancing efficiencies and standards. You will lead and drive change, working towards achieving financial goals, alongside optimizing the customer experience. To be successful in this role, you work collaboratively with the senior operational leaders, Sales, Marketing, Resort Operations, IT, and other cross functional teams to deliver to the business. You are customer and service-centric, have business savviness, are performance driven, you anticipate and adopt technology applications, and have a proven track record of aligning teams to achieve results.

As the Senior Vice President of Club Services, Call Center, you would be responsible for executing your position's responsibilities in alignment with our Spirit of Service culture and driving company success through performing the following tasks to the highest standards:

  • Lead the six global Owner/Member Contact Centers organization, with direct management responsibility for 600+ team members in an omni-channel contact center environment both in center and work at home setting. Contact Center Services has more than 700,000 vacation ownership Owners/Members within multiple Club Membership settings.
  • Lead business readiness and change management within Club by facilitating partnerships between contact centers and teams, identifying potential problems, and developing strategies to mitigate issues or overcome challenges to ensure the team is successful.
  • Establishes, implements, and communicates the strategic direction of the organization's operational division.
  • Collaborates with executive leadership to develop and meet/exceed company goals while supplying expertise and guidance on operational projects and systems. Regularly presents performance metrics, reports progress and opportunities, and constantly pursues capability enhancements.
  • Drives continual improvement, identifies growth and efficiency opportunities, and executes in partnership with key stakeholders/partners. Connects the dots between operations groups, QA, systems, technology, loyalty programs, digital.
  • Identifies, recommends, and implements new processes, technology and systems to improve and streamline organizational processes and procedures.
  • Partner with Product Development in the design and development of program benefits and offerings and ensure proper execution for maximum usage, revenue generation and owner/member satisfaction.
  • Oversee the functions relating to membership support administration and membership set up for smooth member/owner experience through an omni-channel service environment.
  • Drive the Company leadership principles, including Rewards/Recognition programs and continuous feedback.
  • Oversee the development and improve the department's hiring plan, retention efforts, and team member satisfaction ratings.
  • Ensures optimization and usage of membership offerings and benefits with focus on customer service satisfaction and member retention.
  • Responsible for the oversight of the company-wide Complaint Management processes and procedures, ensuring efficient response time to grievances, inquiries, and feedback while providing the necessary documentation to key stakeholders to help drive satisfactory resolutions based on the guidelines established by the organization.
  • Support internal stakeholders/partners with product and program education, information and understanding to ensure consistent and accurate information is provided to owner/members and guests.
  • Collaborate with various stakeholders to ensure company growth and stability.
  • Continually assess industry leading trends and practices, integrating technology, automation, and processes to increase efficiencies, provide elevated levels of services, and mitigate risk/fraud.
  • Ensure compliance of all company policies and procedures.
  • Oversees the club member digital experiences through the club member website and mobile app, while leading the development and improvement initiatives for new product offerings and benefits.
  • Responsible for P&L management and optimization, including accurate revenue and expense forecasting, relating to all aspects of the contact centers; fee generation and revenue, technology, digital experience, payroll, etc.
  • Ensures that departmental decisions and project plans such as those for staffing, development, organization, material efficiency, hardware acquisitions, and facilities are in line with the organizations business plan and vision.
  • Responsible for optimizing outsourced service operations domestically and offshore.
  • Manage with strong operational focus, identifying and managing against KPIs, SLAs and metrics-based workforce planning. Effective management and resourcing planning for peak period coverage.
  • Responsible for contact center shared services to include training - from new hire to continued skills development and Quality Management processes to include listening to calls, evaluating, coaching and reporting performance of agents.

    Our dedication to excellence is recognized and celebrated by some outstanding accolades, including being named to Newsweek's Top 100 Most Loved Workplaces list consecutively in 2021 and 2022, awarded two sought-after Stevie Awards in The 20th Annual American Business Awards including a Gold Stevie for Company of the Year - Hospitality and Leisure and a Silver Stevie Award for Achievement in Growth, being named a top company in Travel & Hospitality by LinkedIn on its 2022 Top Companies Industry Edition list, ranking first in the hotel and travel industry on Dave Thomas Foundation's "Best Adoption-Friendly Workplaces" list and becoming a Great Place to Work certified company in 2022.

    Qualifications What are we looking for?

    Hilton Grand Vacations is a leader in the vacation ownership industry, operating with an unwavering commitment to innovation, quality, and continued growth. At the core of our company's success are our Team Members. To fulfill this role successfully, you must possess the following minimum qualifications and experience:
    • 10+ years of experience in a similar customer centric global leadership role; 5-7 at VP level
    • 7+ years gaining insights to customer needs, identifying opportunities, then building effective solutions to exceed customer expectations
    • Analytical and data-driven mindset. Translates data into business insights.
    • Proficiency in operational management, implementations, developing business readiness strategies.
    • 10+ years developing others to meet career goals alongside organization's goals
    • Strong decision-making, strategic thinking, and leadership abilities
    • Excellent communication skills; developing multi-mode communications to different audiences
    • Effectively solves complex problems, as part of a team and in leading the team

      It would be advantageous in this position for you to demonstrate the following capabilities and distinctions:
      • Bachelor's Degree
      • Experience in a similar contact center role in the timeshare industry.

        Why do Team Members Like Working for us?
        • Excellent health care options (medical, dental, and vision that encourage preventative care - that start on day 1!).
        • Outstanding Paid Time Off (PTO) that allows for adventure, rest, relaxation or recuperation.
        • All new Team Members are automatically enrolled in the HGV Retirement Savings Plan.
        • Our Go Hilton Team Member Travel Program offers accommodations at deeply discounted rates and 50% off at participating hotel-operated restaurants. Pass the savings on since HGV allows you to share additional discounted room nights.
          We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

          We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Keywords: Hilton Grand Vacations, Orlando , Senior Vice President, Club Services - Call Center, Executive , Orlando, Florida

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