Senior Vice President, Member Services Position Available In Broward, Florida

Vacatia is redefining vacation ownership and we’re searching for a transformative leader to drive that revolution. Timeshare has long divided public opinion, with passionate loyalists on one side and vocal skeptics on the other. Now, Vacatia is charting a bold new course and we need a leader ready to challenge outdated perceptions and usher in a new era of customer delight. As Senior Vice President, Member Services, you will be the ultimate champion of our members, ensuring that every decision, innovation, and strategic move is grounded in delivering exceptional experiences. You will craft bold strategies that foster loyalty, drive engagement, and build deep emotional connections with our brand across every channel and touchpoint. We’re seeking a catalytic leader, someone who questions convention, inspires transformational change, and operationalizes a seamless, technology-enabled member journey that accelerates Vacatia’s growth and elevates our brand. This is a role for a disruptor, a builder, and a visionary. Someone who will push boundaries, shatter expectations, and set a new industry standard for member satisfaction and loyalty. Champion the Customer Serve as the catalyst for embedding customer-centric thinking into all corporate strategy and execution. Bring the “Voice of the Customer” to every decision, ensuring member perspectives are fully integrated into Vacatia’s corporate vision, objectives, and departmental initiatives. Foster a unified vision that ensures customer experience is a shared priority across departments, initiatives, and investments. Design and Execute Customer Strategies Architect and lead cross-functional strategies to deliver innovative, frictionless engagement experiences across all customer channels (voice, web, chat, social, text, and emerging platforms). Leverage technology thoughtfully to enhance member interactions; ensuring that digital touchpoints are intuitive, empowering, and seamless. Foster team engagement and create a transparent, customer-first servicing platform that promotes ownership education, benefits usage, and increased member engagement. Build a Best-in-Class Member Service Operation Create and implement operational best practices that deliver consistent service excellence, scale with growth, and empower teams. Lead large, diverse service organizations through continuous transformation, modeling hands-on leadership when needed to resolve complex challenges. Proactively identify risks, gaps, and bottlenecks; implement solutions that balance quality, speed, and customer satisfaction. Leverage Data and Technology to Drive Insights and Action Gather, analyze, and translate 360-degree customer feedback into actionable insights that inform service enhancements, product development, pricing strategies, operational improvements, and resource allocation. Develop detailed member profiles and segmentation strategies to deepen understanding of unique needs, behaviors, and pain points. Influence and prioritize investments in technology platforms that elevate the member servicing experience. Operational Excellence and Financial Stewardship Define and track key performance indicators (KPIs) to measure customer satisfaction, servicing efficiency, engagement, and loyalty. Lead workforce management strategies, creating and executing rolling staffing forecasts aligned with travel trends and member usage patterns. Manage the Member Services profit center, ensuring budget adherence and driving reinvestment into customer experience initiatives that fuel long-term growth and profitability. Drive Organizational Alignment and Continuous Improvement Integrate new products, services, and upgrades seamlessly into the customer journey, supporting property operations and ownership growth. Evolve service standards and policies based on emerging customer expectations, competitive insights, and strategic brand positioning. Qualifications 15+ years of progressive leadership experience in customer experience, member services, operations, or related fields, with at least 5 years at the executive level (VP, SVP, or equivalent) leading large, multi-channel service organizations. Bachelor’s degree required; MBA or other advanced degree strongly preferred. Proven success in building, transforming, and scaling customer-centric operations, preferably within hospitality, vacation ownership, travel, or membership-based industries. Expertise in developing and executing cross-functional strategies that drive customer loyalty, retention, engagement, and business growth. Demonstrated leadership in leveraging technology to elevate service delivery, including CRM systems, digital self-service platforms, and AI-enhanced tools. Strong financial acumen, with experience managing budgets, profit centers, and investment strategies aligned to customer and business outcomes. Advanced analytical skills to translate customer insights, operational performance, and market trends into actionable business strategies. Excellent communication, collaboration, and influence skills, with the ability to inspire and align cross-functional teams and senior stakeholders. High adaptability and decisive problem-solving capabilities, with a proven ability to navigate complexity, resolve escalations, and lead transformation initiatives. Relentless commitment to customer-centricity, operational excellence, and delivering exceptional experiences at every stage of the member journey. Join Us At Vacatia, we’re not just improving vacation ownership; we’re reinventing it. If you’re a bold, strategic leader who thrives at the intersection of customer passion and operational excellence, we invite you to be a part of shaping the future.