Director, Travel Commercial & Operations

Marriott Vacations Worldwide•Sunset, UT

10d

About The Position

Reporting to the Vice President, Global Marketing, the Director, Interval Travel Commercial Operations leads Interval's Cruise operation, with accountability for commercial performance, supplier strategy, operational execution, and building the foundation for a scalable travel business. The role leads high-volume outbound sales and member service operations, develops frontline agents, and scales the processes, tools, and capabilities needed to increase bookings, conversion, and customer value. The Director partners across Sales, Revenue Management, Global Marketing, Digital, Technology, Finance, and Operations to market and deliver cruise offerings, align available inventory with member demand, and translate customer, industry, and financial insights into measurable results. Serving as the organization’s internal cruise industry authority, this leader strengthens supplier partnerships, establishes performance expectations, removes operational barriers, and builds the capabilities required for profitable, sustainable growth.

Requirements

Bachelor’s Degree in Marketing, Business Administration, Communications, or related discipline or equivalent work experience.
10+ years of progressive leadership experience in cruise, travel, hospitality, vacation ownership, or related industries with responsibility for commercial strategy, business performance, pricing, product management, or P&L outcomes.
Proven experience leading and developing teams, including at least three years of people leadership, with a track record of scaling operations, processes, and organizational capability.
Strong operational leadership experience in customer service, contact center, sales support, fulfillment, or service delivery environments.
Demonstrated success using analytics, forecasting, pricing, and yield management to drive growth, profitability, and operational performance.
Deep knowledge of the cruise, hotel, hospitality, vacation ownership, or travel industry, including supplier partnerships, inventory management, distribution channels, and customer acquisition; Cruise and/or Hotel expertise strongly preferred.
Strategic thinker with strong business judgment and decision-making skills.
Proven ability to influence, collaborate, and build relationships across all levels of the organization.
Effective communicator and presenter with strong written and verbal communication skills.
Skilled at leading through change, managing competing priorities, and driving alignment in a fast-paced environment.
Strong stakeholder management, negotiation, and conflict-resolution capabilities.
Analytical and data-driven, with the ability to translate insights into action.
Experience working across diverse teams and matrixed organizations.
Proficiency with Microsoft Office and business intelligence tools; experience with Qualtrics, Adobe Analytics, Adobe Campaign, Business Objects, or similar platforms preferred.

Nice To Haves

Cruise and/or Hotel expertise strongly preferred.

Responsibilities

Develop and execute the long-term strategy and annual business plan for the Cruise and Hotel product lines, aligned with company growth objectives.
Define the product roadmap, market positioning, and member value proposition for Cruise and Hotel offerings.
Identify and prioritize new products, bundled offerings, exclusive benefits, loyalty-focused experiences, and other opportunities that differentiate the portfolio.
Partner with Marketing, Sales, Digital, and Technology to position products effectively, strengthen customer acquisition, and increase conversion.
Serve as the organization’s internal authority on the cruise industry, providing insight into market trends, competitive developments, supplier capabilities, inventory, and emerging opportunities.
Own revenue, bookings, conversion, margin, forecast accuracy, and expense performance within the approved business plan.
Identify and prioritize opportunities to increase bookings, strengthen member engagement, improve conversion, and drive profitable growth.
Partner with Sales and Marketing to translate member demand, available inventory, supplier promotions, and market opportunities into targeted campaigns and sales initiatives.
Develop business cases, investment recommendations, and action plans based on customer demand, competitive position, operational readiness, and expected financial return.
Evaluate promotional strategies, sales performance, product offerings, and customer acquisition opportunities to improve commercial outcomes.
Maintain clear accountability for business results and initiate corrective action when performance falls below expectations.
Build, lead, and develop a high-performing team across commercial, operational, and travel service functions.
Establish clear goals, priorities, performance expectations, decision rights, and development plans.
Create a culture of accountability, customer focus, collaboration, and continuous improvement.
Develop leaders and build the capabilities needed to support future growth.
Lead outbound travel sales, booking, fulfillment, modification, cancellation, and customer support operations.
Drive bookings, conversion, customer satisfaction, and operational performance.
Establish service standards, workflows, quality measures, and operating disciplines that support a consistent member experience.
Ensure the travel advisor team has the training, tools, supplier knowledge, and operational support needed to effectively serve members.
Build scalable processes and operating practices that support future growth.
Own and continuously improve the customer journey across Cruise and Hotel products, from discovery and booking through fulfillment, modification, cancellation, and post-travel support.
Identify customer pain points and lead cross-functional initiatives that make it easier for members to explore, purchase, and manage travel experiences.
Use customer feedback, behavioral insights, service data, and sales interactions to guide product, process, and service enhancements.
Partner with Technology, Marketing, UX, Sales, and Operations to improve engagement, satisfaction, loyalty, and repeat booking.
Ensure travel products and service experiences consistently reflect and strengthen the brand promise.
Build and manage strategic relationships across the Cruise and Hotel supplier portfolio.
Negotiate contracts, commercial terms, inventory commitments, service expectations, and partnership agreements that create value for members and the business.
Establish supplier governance, performance measures, business reviews, and corrective action plans.
Leverage supplier relationships to secure differentiated inventory, exclusive offerings, enhanced benefits, promotional support, and distinctive travel experiences.
Monitor supplier performance, compliance, commercial outcomes, service quality, and alignment with brand standards.
Define and monitor performance across revenue, bookings, conversion, margin, call activity, productivity, customer engagement, supplier performance, service quality, and operational efficiency.
Lead forecasting, executive reporting, dashboards, business reviews, and performance-management routines.
Establish KPIs and operating rhythms that create visibility, clarify accountability, and support timely decisions.
Translate performance trends and complex data into clear priorities, investment recommendations, and corrective actions.
Translate business, customer, sales, and operational insights to guide resource allocation, strategic planning, and continuous improvement.