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