Owner Success Lead

Summary

Join Vacasa as a Regional Owner Success Lead and manage a team of Coordinators in Salt Lake City, UT. Lead, coach, and develop your team, setting performance goals and conducting regular reviews. Provide behavioral-based coaching and feedback, and take disciplinary action when needed. Audit team work, provide guidance in handling challenging situations, and foster a positive team environment. Monitor workload, understand business goals, manage staffing, and ensure adherence to company values. Support hiring and training, build relationships with internal teams, and promote team member growth. This role requires 1-2 years of supervisory experience and 3-5 years of customer service experience. A flexible schedule is needed, and a home office environment with high-speed internet is required.

Requirements

• 1-2 years of experience in a direct supervisory or management role
• 3-5 years of customer service/call center experience
• Ability to work a flexible schedule including some evenings and weekends as needed to support the needs of the business and performance requirements
• Demonstrated ability to: Develop, build, and inspire teams
• Multi-task, prioritize, and remain organized in a fast-paced and constantly changing work environment
• Embrace and lead change
• Problem solve with limited direction and support, implementing innovative solutions
• Provide behavioral-based feedback and coaching
• Review and analyze information to identify trends and propose solutions
• Ability to lead with integrity, empathy, inclusiveness and a high level of confidentiality
• Act with confidence and credibility when faced with ambiguity or adversity
• A home office environment that includes: A private workspace with the ability to eliminate outside distractions
• High-Speed Internet with the ability to connect your workstation to your router with a cable, not via WiFi. (satellite/dial-up internet not supported)
• Speed test required : please use this link to run the internet speed test. The internet speed must be at least 100.0 download/10.0 upload . If your internet does not meet these requirements, you will need to upgrade prior to applying
• You’ll be working in your home office setting. This position requires frequent, repetitive use of a computer, phone, and office equipment. This position requires patient, professional communication with prospective clients, and the ability to build confidence with prospects

Responsibilities

• Lead, coach, develop, and motivate a team of Owner Success Coordinators
• Set clear performance goals and expectations for team members, and conduct regular performance reviews
• Provide behavioral-based coaching and feedback in all areas of performance such as metrics, customer experience, and conduct
• Conduct disciplinary action as needed, including informal and formal write-ups and corrective action plans to improve performance
• Audit team’s work for quality of support, accuracy of information provided to owners, and delivery tone
• Provide guidance and support to team members in handling challenging situations and resolving homeowner concerns
• Foster a collaborative and positive team environment that promotes knowledge sharing and continuous improvement
• Monitor, analyze, and evaluate trends in volume and workload against performance
• Understand higher-level business goals and our department’s role and impact
• Manage staffing in relation to daily contacts in a multi-channel in- and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
• Manage and monitor the team’s schedule
• Ensure employee adherence to company values, quality, accuracy, schedule, and other expectations in a fast-paced environment
• Support the interviewing, hiring, and training of Coordinators based on business need
• Build and maintain business relationships and open lines of communication with other internal support teams
• Promote continued growth and career development for team members
• Other duties as assigned

Benefits

• Health/dental/vision insurance based on hours worked
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
• 401K retirement savings plan with immediate 100% company match on the first 6% you contribute
• Health & Dependent Care Flexible Spending Accounts based on hours worked
• Paid Flex Time Off
• Employee Assistance Program (EAP)
• Employee Discounts