Manager - Sales & Service Delivery
About The Position
The Gig: The Manager of Sales and Service Delivery is responsible for leading and elevating a high-performing team of Inbound and Outbound Voyage Planners to drive sales growth, service excellence, and operational consistency. Reporting to the Sr. Manager of Global Sales and Service Delivery, this role oversees 40–50 reports and is accountable for performance management, metric development, forecasting, quality assurance alignment, and revenue optimization. This leader balances tactical execution with strategic thinking — ensuring strong sales performance, disciplined operational standards, and a culture rooted in accountability, development, and RockstarService. The Manager of Sales and Service Delivery partners cross-functionally to continuously refine processes, improve performance visibility, and support scalable growth of the direct sales organization. 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. Essential Responsibilities: Sales & Revenue Leadership Drive sales performance across Inbound and Outbound Voyage Planners through structured performance management, coaching, and accountability Partner with senior leadership to develop, implement, and refine performance metrics aligned to revenue and service objectives Monitor daily, weekly, and monthly sales performance and identify trends, risks, and opportunities Performance Management & Coaching Conduct regular 1:1 meetings focused on performance, productivity, and development Establish clear expectations around contact metrics, conversion, and service standards Develop and execute performance improvement plans when necessary Deliver constructive feedback that drives measurable improvement Promote a high-performance culture rooted in ownership and accountability Service Delivery & Quality Assurance Ensure compliance with company policies, procedures, and quality standards Partner with QA leadership to address service trends and performance gaps Reinforce adherence to CRM documentation standards and booking accuracy Uphold the Virgin brand standard across all Sailor interactions Operational Oversight & Process Optimization Identify operational inefficiencies and recommend process enhancements Support capacity planning discussions through data-driven insights Collaborate with cross-functional teams to ensure alignment across systems, policies, and initiatives Reporting & Strategic Contribution Utilize Salesforce, Seaware, Tableau, and other systems to analyze performance data Translate data into actionable insights and performance strategies Contribute to long-term sales and service strategy development Culture & Leadership Act as a visible, engaged leader within the Voyage Planner group Foster a culture of accountability, collaboration, and professional growth Serve as an ambassador of the Virgin culture and Rockstar Service philosophy Be up for any other challenge as directed by leadership Other duties as assigned
Requirements
- 3–5 years of leadership experience in a sales or call center environment
- Demonstrated success leading large, performance-driven teams
- Strong background in performance management, coaching, and metric accountability
- Proven ability to analyze sales data and translate insights into action
- Experience working with Salesforce, Seaware, Tableau, and CRM systems
- Strong forecasting and reporting capabilities
- Exceptional verbal and written communication skills
- Ability to influence cross-functional stakeholders
- Highly motivated, revenue-driven, and service-oriented
- Bachelor’s degree preferred
Responsibilities
- Drive sales performance across Inbound and Outbound Voyage Planners through structured performance management, coaching, and accountability
- Partner with senior leadership to develop, implement, and refine performance metrics aligned to revenue and service objectives
- Monitor daily, weekly, and monthly sales performance and identify trends, risks, and opportunities
- Conduct regular 1:1 meetings focused on performance, productivity, and development
- Establish clear expectations around contact metrics, conversion, and service standards
- Develop and execute performance improvement plans when necessary
- Deliver constructive feedback that drives measurable improvement
- Promote a high-performance culture rooted in ownership and accountability
- Ensure compliance with company policies, procedures, and quality standards
- Partner with QA leadership to address service trends and performance gaps
- Reinforce adherence to CRM documentation standards and booking accuracy
- Uphold the Virgin brand standard across all Sailor interactions
- Identify operational inefficiencies and recommend process enhancements
- Support capacity planning discussions through data-driven insights
- Collaborate with cross-functional teams to ensure alignment across systems, policies, and initiatives
- Utilize Salesforce, Seaware, Tableau, and other systems to analyze performance data
- Translate data into actionable insights and performance strategies
- Contribute to long-term sales and service strategy development
- Act as a visible, engaged leader within the Voyage Planner group
- Foster a culture of accountability, collaboration, and professional growth
- Serve as an ambassador of the Virgin culture and Rockstar Service philosophy
- Be up for any other challenge as directed by leadership
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Manager
