Senior Manager, Guest Operations Strategy

Overview

The Manager, Guest Operations Strategy will lead the design, implementation, and ongoing evolution of a centralized guest operations function within the Network Operations Center (NOC). This role will help transform a decentralized guest communication model into a scalable, technology-enabled operation supporting more than 200 locations across the network. This leader will drive operational modernization through the implementation of AI-enabled technologies, automation, intelligent workflow design, and advanced communication platforms to enhance guest experience, operational efficiency, and service consistency.

The ideal candidate brings hands‑on experience leading contact center, guest support, or operational communication transformations, including implementation and operationalization of technologies such as AI-driven transcription and summarization, workflow automation, intelligent routing, operational analytics, and cloud-based communication platforms.

Operating at the intersection of operations, guest experience, technology, and innovation, this role will oversee centralized guest support workflows including operational inquiries, service recovery intake, VIP coordination support, and network-wide guest communications. This position will play a key role in establishing the NOC as the central hub for intelligent, scalable guest operations and continuous operational improvement.

• Design and implement a centralized, technology-enabled guest operations model leveraging AI, automation, analytics, and scalable communication platforms
• Establish and maintain the NOC as the operational hub for guest support and service coordination across the network
• Develop scalable workflows, service standards, escalation pathways, and support models that balance guest experience with operational efficiency
• Lead the evolution and modernization of guest operations through emerging technologies, automation, and process optimization initiatives
• Evaluate and implement tools including:
• AI-driven call transcription and summarization
• Workflow automation and intelligent routing
• Operational analytics and reporting platforms
• Cloud-based telephony and CCaaS solutions
• Self-service and digital support capabilities
• Manage the Call Center Manager and downstream teams and ensure alignment between staffing models, routing logic, performance expectations, and operational objectives
• Support long‑term scalability and operational consistency across 200+ locations
• Partner cross‑functionally with commercial, operational, and guest experience stakeholders to align communication strategies and service delivery
• Design and manage a centralized service recovery model, including complaint intake, issue categorization, escalation management, and resolution tracking
• Utilize guest feedback, complaint trends, and operational insights to identify service gaps and drive continuous improvement initiatives
• Partner with the Network Guest Experience Manager to support consistent handling of VIP guest interactions and operational coordination across the network
• Develop standardized communication and notification processes related to VIP arrivals, departures, service needs, and operational considerations
• Establish guest interaction taxonomies and reporting structures to translate inbound communication data into operational insights, service trends, and commercial opportunities
• Leverage operational analytics and guest interaction data to identify trends, improve decision‑making, and proactively address operational challenges

• Proven experience implementing technologies related to AI-driven transcription and summarization
• Workflow automation
• Operational analytics and reporting
• Intelligent routing and categorization
• Cloud-based communication or CCaaS platforms
• Strong operational leadership and stakeholder management skills across distributed teams and functions
• Experience managing multi‑channel communication environments including phone, email, and digital support channels
• Ability to operate effectively at both strategic and execution levels
• Strong change management and organizational adoption capabilities
• Innovative mindset…