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As a key member of our executive leadership team, you will define and execute the vision for Guest Services, ensuring world-class customer experiences while driving operational excellence. You will strategically lead and scale the department, including five direct-report managers, ensuring alignment with business objectives. You will set and exceed service-level goals by leveraging data analytics, automation, and AI-driven tools to enhance efficiency and customer satisfaction. Additionally, you will optimize operations at scale by implementing cutting-edge technologies and process improvements to drive seamless customer interactions. Collaboration with Marketing, Sales, and Operations will be essential to ensure Guest Services is a strategic growth driver for the company. You will own the department’s P&L, focusing on cost-to-serve optimization, intelligent resource allocation, and overall financial performance. Championing quality and innovation, you will increase first-contact resolution rates, reduce escalations, and enhance the overall customer experience. Furthermore, you will recruit, develop, and retain top talent, fostering a culture of high performance, continuous learning, and customer-centric excellence. Driving continuous improvement by anticipating challenges, leveraging insights, and proactively implementing innovative solutions will be key to your role.
