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Senior Manager, Operational Excellence

Guest Experience | Austin, TX | Full Time

Job Description

About Us:

TurnKey Vacation Rentals ( is a leading, technology-enabled vacation rental management company started by former HomeAway/VRBO and Hotwire executives.  We are based in Austin, TX and we manage over 2,500 properties in 50+ markets including Austin, Lake Tahoe, Port Aransas, Palm Springs, and Santa Barbara.  We are growing rapidly and our goal is to become the largest firm nationally by offering homeowners advanced vacation rental management services, with higher revenues at a lower cost.

The TurnKey Vacation Rentals (TKVR) Senior Manager, Guest Experience is responsible for leading our Guest obsessed Team to provide a world class hospitality experience.  This role will drive performance, innovation and compliance with proper reporting, tools and business continuity.  In addition to all of this, this role will play a critical role in establishing processes for all internal and external stakeholders that have a direct impact to the Guest Experience.

What you'll do:

  • Identifies and plans for strategies that optimize the Guest Experience and maintain a world class experience for our guests
  • Provides a strategic oversight and project management for initiatives that enhance our business
  • Responsible for maintaining all KPI metrics through our internal center and our partners
  • Responsible for managing the WFM team and establishing long term forecasts to handle call volume with a consistent level of service
  • Assist in budgeting and planning of the Guest Experience Team and partners
  • Manage and implement new technologies that improve the guest experience and increase efficiency with the guest experience team
  • Oversight of business partner’s productivity and overall effectiveness

What you'll bring:

  • 7 to 10 years of senior call center leadership
  • Bachelor's degree in applicable field.
  • Experience in workforce management including strategic forecasting
  • 3 to 5 years experience in implementing process improvements
  • Excellent verbal and written communication skills
  • Extremely organized, ability to track numerous tasks
  • Superior analytical and forward-thinking skills
  • Self-starter with the ability to prioritize numerous tasks
  • Must be highly organized, energetic and possess the ability to get the job done
  • Proven hands on management style and ability to lead through example in all areas is essential
  • Dynamic, energetic, creative and thrives under pressure

Bonus Points:

  • Working knowledge of Calabrio workforce management
  • Working knowledge of Five9 which includes IVR and Outbound Dialers
  • Working knowledge of Salesforce
  • Capability to read and understand complex service contracts and manage the relationship in accordance to the terms of agreement.
  • Hospitality experience, specifically in a high end hotel or resort setting

What We Offer:

  •    Opportunity to join a company re-inventing the vacation rental service industry
  •    Working with a world-class team to develop industry leading process and solutions
  •    Competitive pay, stock options, and health insurance
  •    PTO Plan