VP, Contact Center

Sea World•Orlando, FL

16d

About The Position

The Vice President, Contact Center is responsible for leading United Parks & Resorts' multi-channel guest engagement, sales, and service operations. This executive oversees all contact center functions, including reservations, sales, guest services, CRM-driven outreach, workforce management, vendor and BPO management, automation initiatives, and AI-enabled guest experiences. The role is accountable for delivering exceptional guest experiences while maximizing revenue, improving conversion, controlling operating costs, and driving operational excellence across all guest touchpoints.

Requirements

Bachelor’s degree required; MBA preferred.
15+ years of progressive leadership experience in contact center, customer experience, sales, or guest service organizations.
Proven experience managing large-scale contact center operations, including outsourced BPO partners and multi-site teams.
Strong background in CRM platforms, telephony systems, workforce management, automation technologies, and AI-enabled customer service solutions.
Demonstrated success driving revenue growth, conversion improvement, guest satisfaction, and operational efficiency.
Experience building and leading high-performing teams in a fast-paced consumer-facing environment.
Exceptional analytical, communication, leadership, and executive presentation skills.

Nice To Haves

Experience in travel, hospitality, entertainment, attractions, theme parks, or consumer services preferred.

Responsibilities

Lead all contact center operations, including inbound sales, guest services, outbound sales initiatives, digital engagement channels, and guest recovery programs.
Develop and execute strategies to increase revenue, improve conversion rates, grow ancillary sales, and maximize guest lifetime value.
Own key performance indicators including sales, conversion, guest satisfaction, NPS, service levels, quality assurance, labor productivity, and operating costs.
Manage workforce planning, staffing models, scheduling, and labor optimization to ensure efficient operations while maintaining exceptional service standards.
Lead all BPO partnerships, including performance management, training standards, and continuous improvement initiatives.
Establish comprehensive training, coaching, and quality assurance programs to ensure teams consistently achieve guest satisfaction and sales goals.
Partner closely with Marketing, Revenue Management, CRM, Digital, and IT teams to support enterprise growth objectives and deliver seamless guest experiences.
Own the contact center technology roadmap, including CRM platforms, telephony systems, workforce management tools, conversational AI, chat, SMS, and self-service solutions.
Drive automation and artificial intelligence initiatives that improve guest experience, increase productivity, reduce costs, and enhance sales effectiveness.
Utilize guest insights, analytics, and operational data to identify opportunities for personalization, process improvement, and revenue growth.
Develop and manage departmental budgets, ensuring strong financial discipline and achievement of productivity and cost targets.
Monitor industry trends and emerging technologies to maintain a best-in-class contact center operation.