Manager - Sailor Services Support

Virgin Voyages•Plantation, FL

1d•Hybrid

About The Position

The Sailor Services Support Manager, within Sailor Services, is responsible for overseeing all aspects of contact center operations, with a strong focus on team leadership, culture development, operational excellence, and quality service delivery. This role drives performance through best practices, strategic coaching, and continuous improvement while ensuring an exceptional Sailor and First Mate (TravelAgent) experience aligned with Virgin Voyages’ brand standards. This role requires strong collaboration and communication across internal teams and stakeholders, ensuring alignment, clarity, and consistency in delivering a seamless end-to-end experience. This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.

Requirements

Strong interpersonal and leadership skills, including the ability to provide constructive feedback that drives improved performance
Proven ability to foster a collaborative team environment and support company-wide objectives
Demonstrated effectiveness in leading through change and facilitating organizational transformation
Ability to develop and implement creative, solution-oriented approaches to contact center challenges
Minimum of 4 years of leadership experience in a contact center or reservations center environment
Highly motivated, professional, guest service, and sales-oriented; able to work independently and adapt to change
Demonstrated proficiency within Google and Windows environments, with the ability to quickly learn new systems
Bachelor’s degree required
Flexible schedule required, including days, evenings, weekends, and holidays

Responsibilities

Serve as the key advocate between frontline operations and internal stakeholders, ensuring clear, consistent communication and alignment across teams
Partner cross-functionally with Sales, Marketing, Revenue, and other operational teams to resolve challenges, improve processes, and enhance the Sailor and First Mate experience
Drive a culture of collaboration, open communication, and feedback across all levels of the organization
Monitor contact drivers, performance trends, and operational insights to inform coaching, process improvements, and proactive communication strategies
Drive accountability for accurate handling of Sailor and First Mate interactions, ensuring adherence to policies while minimizing friction and escalations
Lead hiring, coaching, development, and ongoing engagement of Crew
Champion a high-performance, positive, and collaborative team culture
Ensure contact center service levels are consistently met while delivering exceptional Sailor and First Mate service
Analyze performance and productivity data to identify trends, gaps, and opportunities for improvement
Identify and act on team and individual performance opportunities, fostering growth and development
Communicate and educate Crew on policies, procedures, and business initiatives in a clear, consistent, and engaging manner
Monitor customer satisfaction (CSAT) and implement recovery strategies to improve the overall experience
Ensure Crew effectively balance sales performance with service excellence
Support special projects and cross-functional initiatives as needed
Act as a visible ambassador of Virgin’s culture and values, leading by example in how you show up, communicate, and collaborate
Flexibility is a requirement of this role and includes working nights, weekends, and holidays.