Brand Quality & Optimization Lead

Virgin Voyages; Plantation (FL); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Virgin Voyages is seeking a Brand Quality & Optimization Lead to drive performance across sales and service, coaching crew to align with brand standards, and uncover opportunities through data analysis. Hybrid role based at VVHQ in Plantation, FL, with in-person Collaboration Days and remote days on Mon and Fri.

Ideal candidates have a strong background in sales-support, coaching, and brand-focused service design, plus proficiency in Salesforce, NICE, XM Discover, and Google Workspace.

Qualifications

• Minimum 3 years in a sales or sales-support function, ideally in hospitality, travel, or contact center environments.
• Experience in performance coaching and quality assurance with a strong brand voice and service delivery.
• Strong analytical mindset with ability to interpret data for coaching opportunities and process improvements.
• Familiarity with Salesforce, NICE, XM Discover and productivity suites like Google Workspace.
• Excellent communication and facilitation skills across levels and departments.

Responsibilities

• Identify and elevate service or operational gaps that risk the brand standard or create inefficiencies.
• Analyze data from sales, QA, and performance dashboards to uncover root causes and opportunities.
• Recommend and support process improvements to boost productivity and quality.
• Collaborate with Sales, Learn & Grow, Revenue, and Operations on training, workflows, and systems.
• Create clear reporting and insight summaries communicating trends, coaching impact, and recommendations to leadership.
• Maintain up-to-date knowledge of policies, promotions, systems, product changes, and Virgin Voyages’ service philosophy.

Skills

Coaching

Quality assurance

Data analysis

Brand stewardship

Cross-functional collaboration

Communication

Guest experience

Service design

Sales experience

Education

Bachelor’s Degree or equivalent experience

Tools

Salesforce

NICE

XM Discover

Google Workspace

Job description

The Gig:

The Brand Quality & Optimization Lead is a cross-functional role responsible for driving performance, efficiency, and service excellence across the sales and service ecosystem. While grounded in sales expertise, the role supports all areas that touch the sailor experience—delivering coaching, uncovering performance trends, and driving continuous improvement initiatives. A key focus of this role is ensuring that team behaviors and customer-facing interactions align with Virgin Voyages’ brand quality standards. This includes delivering targeted coaching that reinforces not just what crew members do, but how they deliver it—boldly, brilliantly, and in full alignment with our brand promise. The Specialist is a dynamic generalist who brings together coaching, analytics, process thinking, and brand stewardship to elevate both crew performance and sailor outcomes. 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:

• Identify and elevate service or operational gaps that risk compromising the brand standard or create inefficiencies.
• Analyze data from sales, QA, and performance dashboards to uncover root causes and systemic opportunities for improvement.
• Recommend and support the implementation of process enhancements that improve productivity, eliminate friction, and reinforce quality.
• Collaborate with Sales, Learn & Grow, Revenue, and Operations to align on training, workflows, and system capabilities that support performance.
• Create clear reporting and insight summaries that communicate trends, coaching impact, and recommendations to leadership.
• Maintain up-to-date knowledge of policies, promotions, systems, product changes, and Virgin Voyages’ service philosophy to effectively support the crew.

Superpowers Required:

• Bachelor’s Degree or equivalent experience in Business, Sales, Hospitality, or related fields.
• Minimum 3 years in a sales or sales-support function, ideally within hospitality, travel, or contact center environments.
• Demonstrated experience in performance coaching and quality assurance with a strong sense of brand voice and service delivery.
• Strong analytical mindset; able to interpret data to identify coaching opportunities and process inefficiencies.
• Familiar with tools such as Salesforce, NICE, XM Discover and productivity suites like Google Workspace are preferred.
• Strong communication and facilitation skills; able to engage and influence across levels and departments.
• Passion for guest experience and service design that reflects brand values and high-quality execution.

What Matters to Us:

Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals — we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.

Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.

"I'm often asked what it is that makes Virgin different. The simple answer is — our people." Sir Richard Branson

We couldn’t agree more. Our Crew are at the heart of everything we do. They bring the passion, personality, creativity, and care that make Virgin Voyages feel different from anything else at sea. We came together to build the kind of cruise company the industry had never seen before, and doing things the usual way was never really the plan. No stuffy formalities. No cookie-cutter experiences. No “that’s just how it’s always been done.” Just bold ideas, genuine hospitality, and plenty of personality. That takes people who are curious, collaborative, and ready to make an impact. People who care deeply about what they do, bring their own perspective, and are not afraid to question the expected or shake things up when there is a better way. Most of all, it takes people who want to show up every day and be the reason someone smiles. Whether you join us Shipboard or Shoreside, you’ll be part of a Crew that looks out for one another, brings our brand to life, and believes great work can still have a little personality. If you’re looking for predictable, we’re probably not it. But if you want to be part of something bold, people-first, and genuinely different, welcome, you’ll fit right in.