Senior Director of Owner Success

Join Vacatia and Build the Future of Owner Success

Vacatia is an innovative hospitality company reinventing the vacation rental and ownership experience across discovery, booking, and stay. We’re building the next generation of travel lifestyle products, blending technology, hospitality, and design to create smarter, more connected experiences for guests, owners, and partners.

We’re looking for a strategic, hands-on Senior Director of Owner Success to lead and transform our end-to-end Owner Success organization. This leader will oversee call center operations, Concierge and Owner Care, Chat, Save Specialists, multilingual support, Owner Onboarding, and escalations while building a more proactive approach to how Vacatia engages and supports owners.

This is an opportunity to move beyond traditional customer service and build an Owner Success model focused on engagement, education, retention, and long-term owner value. You’ll have the opportunity to shape the operating model, develop leaders and teams, improve the owner journey, and create the systems and standards needed to scale.

If you’re a builder who knows how to transform complex service operations while keeping the customer at the center, this is an opportunity to make a significant impact on Vacatia’s next stage of growth.

Why You’ll Love Working at Vacatia

• Build the Future: Help transform Owner Care from a primarily reactive service function into a proactive Owner Success organization.
• Impact That Matters: Influence owner satisfaction, engagement, retention, service quality, and the long-term value owners receive from their relationship with Vacatia.
• Lead at Scale: Oversee a multi-channel organization spanning phone, chat, digital, onboarding, retention, multilingual support, and escalations.
• Autonomy and Ownership: Build the operating model, service standards, performance measures, leadership routines, and processes that define how Owner Success operates.
• Culture of Growth: Develop leaders and teams while helping create an accountable, collaborative, and owner-centered culture.

Your Impact

• Lead the strategy and transformation of Vacatia’s Owner Success organization, creating a proactive model centered on engagement, education, adoption, retention, and long-term owner value.
• Lead and develop Call Center Managers, the Escalation Manager, and teams across Concierge and Owner Care, Chat, Save Specialists, multilingual support, and Owner Onboarding.
• Build scalable service standards, workflows, escalation practices, quality measures, and operating routines that create a consistent experience across channels.
• Strengthen owner onboarding and education so owners understand how to access services, navigate their relationship with Vacatia, and receive greater value from their ownership experience.
• Develop strategies that strengthen owner trust, satisfaction, engagement, and retention while identifying opportunities for proactive outreach and intervention.
• Use data, owner feedback, quality insights, and operational trends to identify root causes and improve service delivery.