Vice President - Guest Experience

4 days ago

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

💵 $220k - $290k / year

⏰ Full Time

🔴 Lead

👔 Vice President

Apply Now

Receive Emails with Similar Jobs

Destify

WebsiteLinkedInAll Job Openings

Destify is a company specializing in planning and organizing destination weddings. They provide services that include finding the perfect wedding venue, managing travel logistics, and coordinating on-site wedding details to create a seamless experience for couples and their guests. Destify operates by collaborating with resorts and hotels at various destinations such as Mexico, Jamaica, and the Caribbean, offering customizable wedding packages and a personalized website for each wedding. Their US-based experts provide comprehensive support without service fees, as resorts compensate them for bookings, ensuring a stress-free process from planning to the wedding day.

Destination Weddings

51 - 200 employees

Founded 2016

👥 B2C

📋 Description

• Destify has redefined destination weddings by seamlessly blending cutting-edge technology with exceptional customer service. • 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. • Strategically lead and scale the department, including five direct-report managers, ensuring alignment with business objectives. • Set and exceed service-level goals by leveraging data analytics, automation, and AI-driven tools to enhance efficiency and customer satisfaction. • Optimize operations at scale by implementing cutting-edge technologies and process improvements to drive seamless customer interactions. • Collaborate cross-functionally with Marketing, Sales, and Operations to ensure Guest Services is a strategic growth driver for the company. • Own the department’s P&L, focusing on cost-to-serve optimization, intelligent resource allocation, and overall financial performance. • Champion quality and innovation, increasing first-contact resolution rates, reducing escalations, and enhancing the overall customer experience. • Recruit, develop, and retain top talent, fostering a culture of high performance, continuous learning, and customer-centric excellence. • Drive continuous improvement by anticipating challenges, leveraging insights, and proactively implementing innovative solutions.

🎯 Requirements

• 10+ years of leadership experience in customer service operations, with a proven track record of strategic impact and execution at scale. • At least one year of current or recent experience serving on a company's leadership team. • Expertise in customer experience innovation, leveraging automation, AI, and data-driven decision-making to enhance service delivery. • A results-driven mindset, consistently exceeding performance metrics and driving customer satisfaction improvements. • Exceptional leadership and communication skills, with the ability to inspire, influence, and drive alignment across all levels of the organization. • Financial acumen, with experience managing budgets, optimizing costs, and improving operational efficiency. • A hands-on, adaptable approach, thriving in fast-paced, high-growth environments that require both strategic vision and operational execution.

🏖️ Benefits

• Flexible Paid Time Off Policy • Paid Parental Leave • Caribbean Travel Perks • Fully Remote First Organization • Comprehensive benefits: Medical, Dental, Vision, and 401k with company match