Director of Customer Revenue Operations
RemoteUnited States
Job Summary
Design customer centric operating models that improve critical moments across the customer lifecycle, including acquisition, retention, service recovery, re engagement, and contract management. Translate customer pain points and business objectives into practical workflows, decision logic, standard operating procedures, and implementation plans. Lead cross functional working sessions to align Sales, Customer Service, Marketing, Product, Finance, Resort Operations, and Technology around shared customer outcomes. Redesign processes to reduce friction, eliminate inefficiencies, and clarify ownership across departments. Partner with technical teams to translate business workflows into scalable system requirements, Salesforce enhancements, and automation opportunities. Use customer insights and workflow analytics to prioritize improvements and measure business impact. Establish governance standards and repeatable methods for designing and continuously improving customer workflows. Build the operational foundation for Vacatia's long term Customer Revenue Operations capability as the organization matures.
Required Qualifications
- Bachelor's degree in Business, Operations, Product Management, Hospitality, Engineering, or a related field preferred
- Five or more years of experience in customer operations, revenue operations, business operations, process design, customer experience, product management, systems transformation, or a related discipline
- Demonstrated ability to design and improve complex cross functional workflows that create better customer and business outcomes
- Experience partnering across multiple departments to build alignment, drive execution, and implement operational change
- Strong facilitation and communication skills with the ability to simplify ambiguity and build consensus among diverse stakeholders
- Exceptional systems thinking with the ability to understand how people, processes, technology, and data work together
- Strong written communication skills with experience developing process maps, business requirements, decision logic, and operational documentation
- A builder's mindset with the curiosity, judgment, and influence to create lasting operational improvements in a fast moving organization
Desired Qualifications
- Experience with Salesforce, CRM platforms, customer service technologies, workflow automation, or contract management systems preferred
- Familiarity with AI enabled workflows, journey analytics, customer lifecycle strategy, or process automation is a plus
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