Senior Manager, Guest Operations Strategy

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.