Senior Manager, Guest Operations Strategy

Responsibilities

• 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
• Manager the Call Center Manager and downstream teams and ensure alignment between staffing models, routing logic, performance expectations, and operational objectives
• Partner with commercial, operational, and guest experience stakeholders to align communication strategies and service delivery

• 8+ years of experience in operations, guest support, contact center leadership, or operational transformation environments
• Demonstrated experience modernizing or scaling customer support or operational communication functions through AI-enabled technologies, automation, and digital communication platforms
• Experience leading large-scale operational transformation initiatives within complex, distributed organizations