Director of Operations

JOB PURPOSE:
Run Content Operations, Contact Centers, and Quality as one accountable unit and own the operational KPI set end-to-end — customer satisfaction, complaints per reservation, guest rating, destination search conversion, occupancy of active listings, and unit activation — so that operational performance becomes a managed, forecastable input to growth rather than a monthly report of outcomes.

KEY ACCOUNTABILITIES:

Performance ownership:

• Own the operational KPI tree and deliver the monthly and annual targets for CSAT, complaints per 1,000
• reservations, guest rating, destination search conversion rate, occupancy of active listings, and unit activation rate.
• Set, defend and re-base targets with Strategy and the CSO, and ensure every KPI is instrumented, defined, and
• scoreable.
• Run the monthly Operations performance cycle and present results, causes and actions to the Executive Committee.

Contact Centers

• Own the service levels: first response time, first contact resolution, average resolution time and reopened tickets. Restore and hold first contact resolution at or above 80% through root-cause analysis of repeat-contact drivers,
• Agent enablement and process redesign.
• Manage capacity, scheduling, quality monitoring, and any outsourced service partners.
• Reduce cost t