Head of Customer Experience and Operations

VacationRenter is seeking a Head of Customer Experience and Operations with a strong focus on service quality, operational efficiency, and risk mitigation. The ideal candidate will build and lead a unified customer support and sales operation across phone, chat, email, SMS, and reputation management.

Requirements

• Bachelor’s degree (B.S. or B.A.) from an accredited college or university or equivalent career experience
• 8+ years in customer care, sales operations, CX leadership, or a comparable role
• Experience building or restructuring multi-channel customer support operations with phone and chat
• Proven ability to lead vendor-delivered teams, including BPOs, with measurable performance outcomes
• Strong understanding of policies, quality frameworks, and coaching programs
• Experience managing reputation risk and public complaint handling across multiple platforms
• Familiarity with fraud mitigation, chargeback processes, and financial risk controls
• Hands-on experience and familiarity with the newer technologies (e.g., AI chat, advanced ticketing systems)
• Analytical mindset with comfort using data to guide decisions

Benefits

• Competitive salary + equity
• Top-tier laptop provided
• 100% company-paid health benefits for base plan coverage, with the option to upgrade to higher-tier plans
• 401(k) with company match
• Unlimited, guilt-free vacation days
• Annual wellness stipend (gym + other wellness activities)
• Monthly house cleaning stipend
• Annual travel allowance
• Monthly cell phone & internet usage stipend
• Charity donation company match
• Employee referral bonus
• Team offsites/activities