Manager - Sailor Services Support

Job description

The Gig: The Sailor Services Support Manager, within Sailor Services, is responsible for overseeing all aspects of contact center operations, with a strong focus on team leadership, culture development, operational excellence, and quality service delivery. This role drives performance through best practices, strategic coaching, and continuous improvement while ensuring an exceptional Sailor and First Mate (TravelAgent) experience aligned with Virgin Voyages’ brand standards. This role requires strong collaboration and communication across internal teams and stakeholders, ensuring alignment, clarity, and consistency in delivering a seamless end-to-end experience. This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days. What You'll Be Up To: Serve as the key advocate between frontline operations and internal stakeholders, ensuring clear, consistent communication and alignment across teams Partner cross-functionally with Sales, Marketing, Revenue, and other ope...