Director of Planning and Customer Success
On-site · Carefree, Arizona, United States
Job Summary
Lead our Guest Experience Guides to run a high-volume guest success center across phone, email, chat, and text, ensuring no dropped guests, leads, or dollars while driving revenue through upselling and cross-selling. Own staffing, queue management, response times, and channel strategy; serve as the Zendesk SME with workflows and reporting; build scalable knowledge systems and training content. Define goals, training, and processes for a best-in-class guest success team, monitor KPIs and guest sentiment, collaborate with Brand/Performance/Group Sales for seamless handoffs, and champion intentional stays by turning every interaction into a meaningful guest experience.
Required Qualifications
- 5+ years leading customer success, contact center, reservations, or guest services in hospitality, wellness, luxury, or premium DTC preferred
- Proven track record in high-volume, multi-channel operations (10,000+ monthly touchpoints)
- Strong Zendesk proficiency and ability to act as SME
- Demonstrated revenue ownership including closing, upselling, cross-selling
- Strong analytical skills with KPI and dashboard focus
- Coaching and leadership skills with cross-functional collaboration
- Genuine love for wellness, hospitality, and human connection
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