The Vice President of Customer Operations, Technology & Analytics

While we're headquartered in sunny Arizona, we've always got travel on our minds. We're in the business of creating transformational technology and business solutions using our decades of expertise creating unique travel programs and products combined with next generation technology.

The Vice President of Customer Operations, Technology & Analytics is responsible for leading the service strategy and performance, workforce management, business intelligence, enterprise lead management oversight, customer operations technology, CRM governance, AI-enabled service solutions, and site leadership functions that support ONE's customer contact center environment. This role oversees the Contact Center Operations, Workforce Management, Business Intelligence, Customer Operations Technology, and Site Operations departments across the Scottsdale and Cancun locations.

In this capacity, the VP ensures that customer operations deliver consistent, high-quality service experience while meeting performance, staffing, efficiency, cost, and technology adoption objectives. The role partners closely with executive leadership, technology, product, finance, people operations, training, compliance, and client-facing teams to align contact center execution, CRM capabilities, AI solutions, automation, and agent-facing tools with company priorities and customer experience goals.

This position establishes and maintains the operating model for service delivery and the tools that enable it, including contact center performance governance, staffing and forecasting discipline, reporting and insight generation, lead management visibility, CRM data and workflow discipline, contact center AI governance, agentic travel agent solutions, and site-level accountability. The VP is expected to translate operational, lead funnel, and system data into action, ensure leaders have clear visibility into performance, and build scalable processes and technology-enabled workflows that support growth across multiple locations. Success in this role requires strong customer operations leadership paired with analytical rigor, technology ownership, CRM fluency, and practical experience managing AI-enabled service capabilities. The ideal candidate brings the operational discipline to manage large-scale service environments while improving customer and employee experience, modernizing the tools agents use every day, and driving continuous improvement through data-driven decision-making.

Responsibilities:

Contact Center Service Leadership: Oversee customer service operations across the contact center environment, ensuring consistent execution against service level, quality, productivity, customer satisfaction, and operational efficiency targets. Contact Center Operations Department Leadership: Provide leadership, direction, and accountability for the Contact Center Operations department, ensuring service teams are aligned to company priorities, customer expectations, client commitments, tool standards, and performance objectives. Workforce Management Leadership: Oversee forecasting, capacity planning, scheduling, intraday management, adherence, and staffing strategies to ensure service demand is supported by the right labor model across channels, queues, and locations. Business Intelligence & Analytics: Lead the Business Intelligence function responsible for operational reporting, performance dashboards, data quality, trend analysis, and actionable insights that inform customer operations, staffing decisions, executive visibility, and enterprise lead management performance. Enterprise Lead Management Oversight: Build and oversee the analytics and governance layer for company lead management, including lead source visibility, lead capture quality, routing performance, ownership, aging, dispositioning, follow-up performance, conversion reporting, and feedback loops between CRM, marketing, sales, and customer operations. Customer Operations Technology Stack: Own the operational strategy, adoption, governance, and continuous improvement of the tools used by customer operations, including contact center platforms, routing and telephony solutions, knowledge tools, quality tools, reporting platforms, agent desktops, and workflow automation. CRM Ownership & Governance: Manage the CRM strategy for customer operations, including data integrity, workflow design, case and interaction management, permissions, adoption, reporting inputs, integration requirements, and ongoing optimization of the CRM as the system of record for service activity. Contact Center AI & Automation Solutions: Lead the implementation, governance, and performance management of AI-enabled contact center solutions, including virtual assistants, agent assist, call/chat summarization, knowledge retrieval, quality insights, intent detection, routing intelligence, and automation opportunities. Agentic Travel Agent Solutions: Oversee the operational use, performance, and evolution of agentic travel agent capabilities that support customer servicing, booking assistance, research, itinerary support, and agent productivity while maintaining quality, compliance, escalation, and human oversight standards. Scottsdale & Cancun Site Leadership: Serve as the senior site leader for both the Scottsdale and Cancun locations, ensuring each site operates with strong local leadership, clear communication, consistent standards, positive employee engagement, and alignment to enterprise operating goals. Operational Performance & KPI Governance: Define, monitor, and manage key operational and technology metrics including service level, ASA, abandonment, occupancy, adherence, productivity, quality, CSAT/NPS, cost per contact, staffing accuracy, CRM adoption and hygiene, lead routing and conversion performance, AI containment, automation performance, tool utilization, and business intelligence adoption. Customer Experience Improvement: Use customer feedback, operational performance data, quality insights, and root-cause analysis to identify service friction, improve processes, and enhance the end-to-end customer experience. Cross-Functional Leadership: Partner closely with Technology, Product, Finance, Client Success, Sales, Training, Quality, People Operations, and Compliance teams to ensure customer operations tools, reporting, AI capabilities, staffing models, and service processes are prepared for business changes, launches, escalations, and growth initiatives. Budget, Planning & Resource Management: Support budget planning, labor modeling, vendor/resource decisions, licensing decisions, and operational investment cases tied to service performance, workforce needs, CRM and contact center technology improvements, AI solutions, and site operations. Risk, Compliance & Process Discipline: Ensure customer operations follow required policies, procedures, compliance expectations, and quality standards while maintaining strong documentation, escalation paths, and operational controls. Team Leadership & Organizational Development: Lead and develop leaders across contact center operations, workforce management, business intelligence, customer operations technology, AI solutions, and site operations, providing structure, coaching, succession planning, and clear accountability for results. Continuous Improvement: Drive ongoing improvements in service delivery, CRM workflows, reporting, staffing, technology adoption, AI-assisted service delivery, employee experience, and operational scalability through disciplined operating rhythms and data-informed decision

Do you have experience in Team development?, Do you have a Bachelor's degree?, Minimum of 10+ years of experience in customer operations, contact center leadership, service delivery, workforce management, analytics, CRM management, customer operations technology, AI-enabled service solutions, or related operational leadership roles, with demonstrated experience leading complex, multi-site teams.

• Leadership:

Proven experience leading operational, analytical, technology, and specialized service teams with a strong track record of building accountability, developing talent, and improving performance across large-scale service environments.

• Contact Center Operations:

Deep understanding of contact center performance management, service level execution, quality programs, escalation management, omnichannel support, operational controls, and customer experience best practices.

• Workforce Management Expertise:

Strong knowledge of forecasting, scheduling, capacity planning, intraday management, shrinkage planning, adherence, occupancy, and labor optimization in a dynamic service environment.

• Business Intelligence & Data Capability:

Demonstrated ability to lead analytics and reporting teams, define performance dashboards, interpret operational and lead funnel data, and convert insights into clear actions for leaders and executive stakeholders.

• Lead Management & Funnel Analytics:

Experience with lead management oversight, CRM lead lifecycle reporting, source attribution, routing governance, lead aging, dispositioning, follow-up performance, conversion analysis, and cross-functional reporting alignment across marketing, sales, and operations.

• CRM Management:

Experience managing CRM strategy, data hygiene, workflows, reporting inputs, user adoption, permissions, integrations, and operational governance for customer service or contact center environments.

• Technology & Systems Fluency:

Experience working with contact center platforms, workforce management tools, CRM or case management systems, AI service tools, knowledge management solutions, reporting platforms, and operational technology roadmaps.

• AI, Automation & Agentic Solutions:

Practical understanding of AI-enabled contact center solutions, automation design, agent assist capabilities, virtual agents, and agentic travel agent tools, including how to measure effectiveness, manage risk, and maintain appropriate human oversight.

• Multi-Site Leadership:

Experience leading or supporting geographically distributed teams and site operations; experience with nearshore, offshore, or bilingual service environments preferred.

• Strategic Thinking:

Ability to translate company priorities into customer operations strategies, staffing plans, analytics priorities, and technology-enabled execution models.

• Communication:

Strong executive presence with the ability to communicate operational performance, risks, plans, and recommendations clearly to senior leadership and cross-functional partners.

• Travel or Hospitality Industry Knowledge:

Experience in travel, hospitality, loyalty, marketplace, financial services, or another customer-intensive service environment preferred.

• Education:

bachelor's degree in business, Operations, Analytics, Technology, Hospitality, or related field required; MBA or advanced degree preferred.

• Must successfully complete and clear the company's comprehensive background screening process as a condition of employment

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Employee discount
• Vision insurance
• Health savings account
• Dental insurance, * Affordable Medical Insurance
• 100% Employer Paid Dental and Vision Insurance
• HSA with Company Contribution
• 401(k)
• Basic and Voluntary Life & AD&D
• Pet Benefits
• Covered Parking
• Amazing Culture!

Office Highlights - Scottsdale, AZ

• Modern office design
• A fully equipped gym is available to all employees
• Basketball Court - Perfect way to take a break and recharge during the day!

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer, typically in a cubicle environment (constant noise, fluorescent overhead lighting)