Regional Owner Success Lead

Why Vacasa

We started with just one home and an idea: to bring homeowners and renters together with smart technology and caring local teams. Today, we’re the largest full-service vacation rental company in North America thanks to the people who give us their best every day. You’ll fit right in here if you’re curious, entrepreneurial, and thrive in a rapid-growth environment.

What we’re looking for

The Regional Owner Success Lead will manage a team of Coordinators on our Salt Lake City, UT team. The ideal candidate has the ability to lead a team of coordinators that provides exceptional customer service while balancing empathy and accountability during demanding times. This role requires effective communication, analytical thinking, and problem-solving skills along with the ability to adapt to and lead change. The role is responsible for continued education and up-to-date knowledge of our products, programs, and services.

This role supports our Rock Mountain Super Region (Wyoming, Utah and Colorado)

Compensation: 

• $50000 - $65000 / year. Actual pay will vary based on a candidate's skill, experience, education and/or location.
• More benefits and company perks information below

What you’ll do

• Lead, coach, develop, and motivate a team of Owner Success Coordinators.
• Set clear performance goals and expectations for team members, and conduct regular performance reviews.
• Provide behavioral-based coaching and feedback in all areas of performance such as metrics, customer experience, and conduct
• Conduct disciplinary action as needed, including informal and formal write-ups and corrective action plans to improve performance
• Audit team’s work for quality of support, accuracy of information provided to owners, and delivery tone
• Provide guidance and support to team members in handling challenging situations and resolving homeowner concerns.
• Foster a collaborative and positive team environment that promotes knowledge sharing and continuous improvement.
• Monitor, analyze, and evaluate trends in volume and workload against performance
• Understand higher-level business goals and our department’s role and impact
• Manage staffing in relation to daily contacts in a multi-channel in- and outbound contact center, focusing on meeting performance metrics and exceeding customer expectations
• Manage and monitor the team’s schedule
• Ensure employee adherence to company values, quality, accuracy, schedule, and other expectations in a fast-paced environment
• Support the interviewing, hiring, and training of Coordinators based on business need
• Build and maintain business relationships and open lines of communication with other internal support teams
• Promote continued growth and career development for team members
• Other duties as assigned

What you’ll need

• 1-2 years of experience in a direct supervisory or management role
• 3-5 years of customer service/call center experience 
• Ability to work a flexible schedule including some evenings and weekends as needed to support the needs of the business and performance requirements
• Demonstrated ability to:
  • Develop, build, and inspire teams
  • Multi-task, prioritize, and remain organized in a fast-paced and constantly changing work environment
  • Embrace and lead change
  • Problem solve with limited direction and support, implementing innovative solutions
  • Provide behavioral-based feedback and coaching
  • Review and analyze information to identify trends and propose solutions
  • Ability to lead with integrity, empathy, inclusiveness and a high level of confidentiality
  • Act with confidence and credibility when faced with ambiguity or adversity
• A home office environment that includes:
  • A private workspace with the ability to eliminate outside distractions
  • High-Speed Internet with the ability to connect your workstation to your router with a cable, not via WiFi. (satellite/dial-up internet not supported)
  • Speed test required: please use this link to run the internet speed test. The internet speed must be at least 100.0 download/10.0 upload. If your internet does not meet these requirements, you will need to upgrade prior to applying
  • You’ll be working in your home office setting. This position requires frequent, repetitive use of a computer, phone, and office equipment. This position requires patient, professional communication with prospective clients, and the ability to build confidence with prospects.

What you’ll get

• Health/dental/vision insurance based on hours worked
• Employer Sponsored & Voluntary Supplemental Benefits based on hours worked
• 401K retirement savings plan with immediate 100% company match on the first 6% you contribute
• Health & Dependent Care Flexible Spending Accounts based on hours worked
• Paid Flex Time Off
• Employee Assistance Program (EAP)
• Employee Discounts
• Please visit our careers page to review our full benefits offerings

Vacasa is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law. Veterans are encouraged. 

Vacasa is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.

An offer of employment for this role will be contingent upon the successful completion of a background check.