Manager - Sailor Services Support

Sailor Services Support ManagerThe Sailor Services Support Manager, within Sailor Services, is responsible for overseeing all aspects of contact center operations, with a strong focus on team leadership, culture development, operational excellence, and quality service delivery. This role drives performance through best practices, strategic coaching, and continuous improvement while ensuring an exceptional Sailor and First Mate (TravelAgent) experience aligned with Virgin Voyages' brand standards.This role requires strong collaboration and communication across internal teams and stakeholders, ensuring alignment, clarity, and consistency in delivering a seamless end-to-end experience.This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.What You'll Be Up To:Serve as the key advocate between frontline operations and internal stakeholders, ensuring clear, consistent communication and alignment across teamsPartner cross-functionally with Sales, Marketing, Revenue, and other operational teams to resolve challenges, improve processes, and enhance the Sailor and First Mate experienceDrive a culture of collaboration, open communication, and feedback across all levels of the organizationMonitor contact drivers, performance trends, and operational insights to inform coaching, process improvements, and proactive communication strategiesDrive accountability for accurate handling of Sailor and First Mate interactions, ensuring adherence to policies while minimizing friction and escalationsLead hiring, coaching, development, and ongoing engagement of CrewChampion a high-performance, positive, and collaborative team cultureEnsure contact center service levels are consistently met while delivering exceptional Sailor and First Mate serviceAnalyze performance and productivity data to identify trends, gaps, and opportunities for improvementIdentify and act on team and individual performance opportunities, fostering growth and developmentCommunicate and educate Crew on policies, procedures, and business initiatives in a clear, consistent, and engaging mannerMonitor customer satisfaction (CSAT) and implement recovery strategies to improve the overall experienceEnsure Crew effectively balance sales performance with service excellenceSupport special projects and cross-functional initiatives as neededAct as a visible ambassador of Virgin's culture and values, leading by example in how you show up, communicate, and collaborateFlexibility is a requirement of this role and includes working nights, weekends, and holidays.Superpowers Required:Strong interpersonal and leadership skills, including the ability to provide constructive feedback that drives improved performanceProven ability to foster a collaborative team environment and support company-wide objectivesDemonstrated effectiveness in leading through change and facilitating organizational transformationAbility to develop and implement creative, solution-oriented approaches to contact center challengesMinimum of 4 years of leadership experience in a contact center or reservations center environmentHighly motivated, professional, guest service, and sales-oriented; able to work independently and adapt to changeDemonstrated proficiency within Google and Windows environments, with the ability to quickly learn new systemsBachelor's degree requiredFlexible schedule required, including days, evenings, weekends, and holidaysWhat Matters to Us:At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won't be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.