Brand Quality & Optimization Lead

Virgin Voyages • Plantation, FL

8d • 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 areas that affect the sailor experience through coaching, performance analysis, and continuous improvement initiatives.

The role helps ensure team behaviors and customer-facing interactions meet Virgin Voyages’ brand quality standards. It delivers targeted coaching on both what crew members do and how they deliver service, in alignment with the brand promise. This dynamic generalist combines coaching, analytics, process thinking, and brand stewardship to improve crew performance and sailor outcomes.

The position is based at Virgin Voyages’ head office in Plantation, Florida, in a hybrid work environment. Employees attend in-person Collaboration Days on Tuesdays, Wednesdays, and Thursdays, and work remotely on Mondays and Fridays.

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 sense of brand voice and service delivery.
• Strong analytical skills and ability to interpret data to 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 risk compromising brand standards or create inefficiencies.
• Analyze sales, QA, and performance-dashboard data to identify root causes and systemic opportunities for 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 that support performance.
• Create reporting and insight summaries communicating trends, coaching impact, and recommendations to leadership.
• Maintain current knowledge of policies, promotions, systems, product changes, and Virgin Voyages’ service philosophy to support the crew effectively.
• Deliver targeted coaching that reinforces brand-aligned behaviors and customer-facing service.

What This Job Offers

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