The Ritz-Carlton Yacht Collection · 10 hours ago
Director, Contact Center Operations & Analytics
Ft. Lauderdale
Full-time
Hybrid
Director/Executive
10+ years expThe Ritz-Carlton Yacht Collection is an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. The Director of Contact Center Operations & Analytics will lead shared services for Global Reservations and Guest Journey Services, ensuring alignment between operations and service quality while driving performance improvements and strategic initiatives.
LeisureTourismTravel
Responsibilities
Supporting shared services for Global Reservations, Global Groups Sales and Service, Guest Journey Services, and Guest Journey Operations
Lead the Shared Services organizations, including Workforce Management, Quality Assurance, Reporting and Analytics, and Reservation Support
Create alignment between front-line operations and shared service functions to achieve overall performance goals
Develop and implement strategies that optimize productivity while maintaining a high level of service and quality
Serve as the primary steward of Contact Center KPIs, ensuring continuous improvement in Service Level, Abandon Rate, Conversion, and Guest Satisfaction
Collaborate with senior leadership to translate performance insights into meaningful operational decisions that link operational outcomes to business results
Direct all forecasting, scheduling, and capacity planning to ensure consistent and efficient coverage across the global operation
Partner with leadership to plan staffing models that meet business demand while supporting team engagement
Monitor intraday performance and make real-time adjustments to maintain service commitments
Drive continuous improvement in forecast accuracy and resource optimization
Ensure consistent evaluation methods and calibration across all teams
Partner with Training and Operations to use QA insights for coaching, service recovery, and process refinement
Recognize excellence and address development opportunities that reinforce the brand’s tone and guest experience
Oversee the design, accuracy, and delivery of operational reports and dashboards
Champion automation and innovation in reporting to enhance visibility and efficiency
Lead the Reservation Support team to maintain accuracy, compliance, and consistency across all booking processes and ensure all reservations meet established quality and internal standards
Ensure data integrity and adherence to internal policies that safeguard guest trust and brand reputation
Collaborate with Sales, Finance, and CRM partners to streamline communication and system workflows
Maintain oversight of all operational KPIs and ensure alignment with business objectives
Identify trends, root causes, and opportunities for improvement across all shared service functions
Develop and lead projects that enhance agent productivity, conversion, and service delivery
Foster a culture of innovation, accountability, and continuous learning within the team
Qualification
Required
Bachelor's degree in hospitality management, Business Administration, or related field (advanced degree preferred) and/or 10+ years of progressive leadership in luxury hospitality, travel, cruise, or premium call center operations, with at least 5 years in a director-level role
Deep expertise in reporting and data visualization platforms, including Salesforce Sales & Service Cloud (CRM performance dashboards, case analytics, and lead management metrics), Tableau, Power BI, and Excel (Advanced) for trend analysis & visualization
PowerPoint experience for executive presentation
Experience with WFM tools such as NICE, Verint, Injixo, or Calabrio for workforce optimization and real-time operational insights
Ability to implement Staffing models to ensure achievement of all contact center KPIs and closely track and report on key metrics such as attrition
Familiarity with SQL or data-modeling concepts for cross-system integrations is advantageous
Previous experience creating and maintaining forecasting and predictive models that inform budget forecasts and headcount asks
Exceptional communication skills and the ability to present complex data clearly at an executive level through storytelling
Proven ability to lead high-performing teams and build relationships across departments
Experience in implementing and maintaining a solid business cadence that creates the focus needed to achieve KPI achievement
Previous exposure and experience with OKRs
Strategic leadership to identify and develop a 2-3 year vision of department maturity and growth in all areas
Demonstrated success leading cross-functional teams, managing complex workflows, and balancing multiple priorities
Strong understanding of KPI frameworks, service-level governance, and productivity optimization within a luxury or high-service environment
Excellent communication, executive presentation, and stakeholder-management skills
Experience in hospitality, travel, or luxury brands is highly desirable
Ability to drive decisions across multiple stakeholders, support change management and adoption motions, and use an adoption-first mentality
Company
The Ritz-Carlton Yacht Collection
Designed to combine the luxury lifestyle of The Ritz-Carlton® and the casual freedom of a yachting vacation, The Ritz-Carlton Yacht Collection offers voyages on three custom-built yachts: Evrima, Ilma and Luminara.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
James Murren
Chief Executive Officer
Recent News
Company data provided by crunchbase