Regional Owner Success Lead at Vacasa

South Lake Tahoe, California, United States

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Vacation Rentals, HospitalityIndustries

Requirements

Experience working in hotel, hospitality, vacation or similar industry is highly preferred
1-2 years of experience in a direct supervisory or management level position in a similar industry
3-5 years of customer service/call center experience
Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms
Experience managing day-to-day team operations, providing guidance and support, and fostering a positive, productive team culture focused on collaboration, accountability, and growth
Demonstrated ability to multi-task (inferred from incomplete description)
Ability to lead a team of coordinators that provides exceptional customer service while balancing empathy and accountability during demanding times
Effective communication, analytical thinking, and problem-solving skills
Ability to adapt to and lead change
Continued education and up-to-date knowledge of products, programs, and services

Responsibilities

Oversee daily operations and workflow management to optimize team productivity and meet departmental objectives
Identify areas for improvement, and implement process enhancements to drive efficiency and quality outcomes
Lead and develop a team of Owner Success Coordinators through effective coaching, mentoring, and performance management
Conduct regular one-on-one meetings and annual evaluations to support professional growth and ensure alignment with company goals
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
Set clear performance goals and expectations for team members, and conduct regular performance reviews
Conduct disciplinary action as needed, including informal and formal write-ups and corrective action plans to improve performance
Monitor, analyze, and evaluate trends in volume and workload against performance
Manage and monitor the team’s schedule
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
Ensure employee adherence to company values, quality, accuracy, schedule, and other expectations in a fast-paced environment
Build and maintain business relationships and open lines of communication with other internal support teams
Foster a collaborative work environment that promotes open communication, innovation, and employee engagement
Address team conflicts constructively and in a timely manner as they arise
Assist the recruiting process with interviewing, selection and onboarding new team members while ensuring compliance with company policies and employment regulations
Other duties as assigned

Skills

Team Management

Customer Service

Leadership

Coaching

Performance Management

Workflow Management

Process Improvement

Analytical Thinking

Problem-Solving

Communication

Auditing

Change Management

Vacasa

Vacation rental management and property services

About Vacasa

Vacasa operates in the vacation rental market, providing property management services to homeowners and travelers. The company manages vacation rental properties for homeowners, taking care of marketing, booking, cleaning, and maintenance to help them maximize their rental income. Vacasa uses technology to optimize pricing and streamline operations, which helps ensure high occupancy rates and positive guest experiences. Unlike many competitors, Vacasa also offers additional services such as interior design and real estate brokerage, enhancing support for property owners. The goal of Vacasa is to deliver strong financial returns for homeowners while creating memorable stays for guests.

Portland, OregonHeadquarters

2009Year Founded

$617.2MTotal Funding

IPOCompany Stage

Enterprise Software, Real EstateIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

401(k) Company Match

Health Savings Account/Flexible Spending Account

Paid Vacation

Paid Sick Leave

Risks

Increased competition from Airbnb could impact Vacasa's market share.

Merger with Casago may lead to integration challenges affecting service delivery.

Issuance of $30 million notes may increase financial leverage and obligations.

Differentiation

Vacasa uses AI-driven tools for dynamic pricing and operational efficiency.

The company offers comprehensive property management, including marketing, booking, and maintenance.

Vacasa provides additional services like interior design and real estate brokerage.

Upsides

Increased demand for vacation rentals due to safer, private accommodations during the pandemic.

Growing interest in sustainable rentals attracts environmentally conscious travelers to Vacasa.

The rise of 'workcations' allows Vacasa to market longer stays to remote workers.

Land your dream remote job 3x faster with AI

Try Jobo Free