Brand Quality & Optimization Lead

Virgin Voyages • Plantation, FL

6d • Hybrid

About The Position

The Brand Quality & Optimization Lead is a cross-functional role focused on performance, efficiency, and service excellence across the sales and service ecosystem. Grounded in sales expertise, the role supports teams and activities that affect the sailor experience through coaching, performance analysis, and continuous improvement. The position helps ensure team behaviors and customer-facing interactions align with Virgin Voyages’ brand quality standards and promise. It combines coaching, analytics, process improvement, and brand stewardship to improve crew performance and sailor outcomes.

The role is based at Virgin Voyages’ head office in Plantation, Florida, with a hybrid schedule. Collaboration Days are Tuesdays, Wednesdays, and Thursdays; Mondays and Fridays are remote days.

Requirements

• Bachelor’s degree or equivalent experience in Business, Sales, Hospitality, or a related field.
• At least 3 years of experience in a sales or sales-support function.
• Experience in performance coaching and quality assurance, with a strong understanding of brand voice and service delivery.
• Strong analytical skills, including the ability to interpret data and identify coaching opportunities and process inefficiencies.
• Strong communication and facilitation skills, with the ability to engage and influence across levels and departments.
• Passion for guest experience and service design that reflects brand values and high-quality execution.

Nice To Haves

• Experience in hospitality, travel, or contact center environments.
• Familiarity with Salesforce, NICE, XM Discover, and productivity suites such as Google Workspace.

Responsibilities

• Identify and escalate service or operational gaps that could compromise brand standards or create inefficiencies.
• Analyze sales, quality assurance, and performance dashboard data to identify root causes and opportunities for systemic improvement.
• Recommend and support implementation of process enhancements that improve productivity, eliminate friction, and reinforce quality.
• Collaborate with Sales, Learn & Grow, Revenue, and Operations to align training, workflows, and system capabilities with performance needs.
• Create reporting and insight summaries that communicate trends, coaching impact, and recommendations to leadership.
• Maintain current knowledge of policies, promotions, systems, product changes, and Virgin Voyages’ service philosophy to support crew effectively.
• Deliver targeted coaching that reinforces both crew behaviors and the quality and style of customer-facing service.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior