Found Description
We are looking for a Guest Operations & AI Optimization Manager to lead our 24/7 Contact Center and Reservations team. This role owns the day‑to‑day performance of the team while also being responsible for continuously optimizing our AI‑assisted support system, which currently handles approximately 65–70% of all inquiries.
This is a hands‑on leadership role: the manager will combine people management, operational ownership, and active shift coverage, while ensuring that both humans and AI work together efficiently to deliver a world‑class guest and owner experience.
Responsibilities
- Lead, coach, and manage the Contact & Reservations team, including 1:1s, performance feedback, and development.
- Act as the single owner of customer operations performance across people, processes, and AI.
- Own shift planning and schedules for a 24/7 operation, including holiday and vacation coverage.
- Actively cover shifts as needed while managing t...