Head of Customer Experience and Operations
About VacationRenter
VacationRenter is the fastest growing vacation rental search engine. We love traveling, but not how time-consuming and complex it can be to find the right place to stay. So we reimagined a better way. We eliminated the need to search across several sites and scroll through pages of irrelevant results just to find the perfect home away from home.
We aggregate accommodations from the top travel sites, giving travelers all the best options in one place.
VacationRenter was born inside the startup studio Wilbur Labs. VacationRenter uses automation and AI to help travelers find the perfect stay. Be sure to check out our rebranded site, Vogo.com. Vogo is the same company travelers have come to love but under a new name.
About This Role
VacationRenter is seeking a rigorous, data-driven Head of Customer Experience and Operations with a strong focus on service quality, operational efficiency, and risk mitigation across the full customer lifecycle. This role will build and lead a unified customer support and sales operation across phone, chat, email, SMS, and reputation management, creating a scalable system that captures every interaction, resolves issues quickly, protects the brand, and supports revenue growth through professional sales engagement.
The ideal candidate is a strong operator who will work closely with product, engineering, legal, finance, and supply to create a seamless experience for travelers and partners. Success will be measured by improvements in conversion, complaint resolution, refund discipline, fraud reduction, and the strength of the company’s public trust signals.
This role will report directly to the COO. This is a full-time hybrid position, based in Dallas.
- Build and operate a unified customer care system across all channels
- Implement routing rules that prioritize by topic, value, and urgency with consistent SLAs
- Define and document clear agent policies for all customer interactions that reduce ambiguity for agents and provide for a top-tier customer experience
- Define and manage escalation paths for supplier disputes, complex cases, fraud risk, and potential regulatory issues
- Own and drive improvements in critical operational metrics, with a strong focus on process efficiency and customer satisfaction
- Develop playbooks and scripts for inbound sales and assisted conversion, including chat and phone
- Integrate AI capabilities for classification, response suggestions, summarization, and automated tagging
- Own presence and strategy across review platforms with strong processes for proactive collection and fast responses
- Monitor social platforms and complaint sites and manage public replies in coordination with legal and communications
- Establish severity levels for reputation issues and ensure appropriate escalation on high-risk cases
- Lead fraud and chargeback workflows, including investigation, documentation, and root cause tracking to mitigate all forms of fraud
- Build dashboards for volume, SLA compliance, agent performance, refund trends, disputes, and complaint drivers
- Identify recurring issues and partner with product and supply to eliminate root causes
- Set quarterly operational targets and track progress against efficiency, cost per contact, conversion lift, and trust metrics
- 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
- Early-stage startup experienceLeadership experience at a high-growth consumer or travel company
- Prior oversight of both sales-assisted channels and service operations
- Experience designing or operating AI-assisted support workflows
- Background managing review platforms, reputation programs, or crisis response
- Experience with international support teams or multilingual operations
- Strong understanding of payment operations and advanced dispute analytics
- Competitive salary + equity
- Top-tier laptop provided100% company-paid health benefits for base plan coverage, with the option to upgrade to higher-tier plans
- 401(k) with company matchUnlimited, 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
Average salary estimate
If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.
Member Success Specialist at WorldVia — an on-site Roswell role for a communicative, empathetic customer-service professional to support agency members across phone, email and chat while meeting revenue goals.
Experienced leader wanted to run US Customer Success at Booksy, owning onboarding strategy and operations to accelerate activation and drive retention across the B2B customer base.
Ace Hardware Home Services is hiring a Customer Service Representative in Kansas City to handle inbound customer calls, schedule technicians, manage dispatch communication, and support CSR training and quality assurance.
Lead Cytiva’s Marlborough order management team to improve customer responsiveness, deliver KPI targets, and foster continuous improvement in a life-sciences focused environment.
Topcon Healthcare is hiring a Customer Experience Coordinator to manage post-service customer follow-up, NPS monitoring, and case resolution using Salesforce/ServiceMax while coordinating across field service and support teams.
Provide expert system support, training, and testing for FICS mortgage loan servicing software while helping clients resolve servicing workflows and investor reporting issues.
Lead terminal customer service operations at DFW Airport as a Terminal Experience Supervisor, managing ACES staff, volunteers, and contractors to ensure safe, efficient, and welcoming terminal operations.
Lead and scale CADDi's US Customer Success organization to drive adoption, retention, and expansion for strategic enterprise manufacturing customers.
Thomson Reuters is hiring a Digital Customer Success Specialist to design and run scalable digital onboarding and adoption programs that increase customer value and retention for B2B SaaS customers.
Senior leader needed to define and drive Customer Experience strategy at Keller Executive Search, managing people, budgets, vendors, and metrics to deliver consistent, high-quality service in a fast-paced professional services environment.
MSI is hiring a licensed Customer Service Representative to deliver high-quality policy servicing, payment processing, endorsements and escalation support across personal lines.
Provide friendly, accurate mortgage-servicing support to Truist clients via inbound calls while following security protocols and bank procedures.
Cushman & Wakefield seeks a Customer Success Operations & Insights Lead to manage Gainsight and Smartsheet platforms and deliver executive client insights that drive retention and expansion.
Wilbur Labs is a San Francisco-based startup studio turning bold ideas into market-leading companies. We identify big customer pain points and build businesses to solve these problems. After an idea is validated in the lab, we bring in industry l...
1 jobs
🔮
Hi, I'm Risa! Your AI Career Copilot
you, just ask me below!
