Hybrid Brand Quality & Performance Coach

Virgin Voyages; Plantation (FL); Híbrido; USD 120 000 - 160 000; Tempo integral

Resumo da oferta

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Coaching

Quality assurance

Data analysis

Brand stewardship

Cross-functional collaboration

Communication

Guest experience

Service design

Sales experience

Formação académica

Bachelor’s Degree or equivalent experience

Ferramentas

Salesforce

NICE

XM Discover

Google Workspace

Descrição da oferta de emprego

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.