Marketplace Manager

Vacatia; Town of Florida (NY); On-site; USD 85,000 - 120,000; Full time

Job summary

Vacatia in the United States is seeking a Marketplace Manager to lead and support Marketplace Advisors and Administrators, ensuring a seamless, white-glove resale experience from listing through closing. You’ll drive productivity, revenue, conversion, and customer satisfaction, partnering across departments to resolve escalations and remove roadblocks.

This hands-on leader develops people, improves processes, and delivers results.

Qualifications

• 3+ years of supervisory experience in sales, customer success, operations, timeshare, real estate, hospitality, or a related field.
• Strong coaching, performance management, and relationship-building skills.
• Understanding of sales, customer experience, and transaction management.
• Ability to use performance metrics to identify opportunities and drive results.

Responsibilities

• Lead, coach, and support Marketplace Advisors and Marketplace Administrators to achieve individual and team goals.
• Monitor productivity, revenue, conversion, customer satisfaction, and SLA performance.
• Provide ongoing coaching, feedback, and support to help team members improve and grow.
• Establish strong follow-up practices to maximize listing engagement, offer acceptance, and transaction completion.
• Serve as a point of escalation for complex customer, transaction, and operational issues.
• Partner with internal departments and third-party partners to resolve issues and keep transactions moving.
• Monitor transaction activity and identify potential delays, bottlenecks, or missed SLAs.
• Ensure accurate and timely transaction records and CRM updates.
• Identify opportunities to improve conversion rates, transaction velocity, productivity, and revenue.
• Support initiatives that streamline processes and enhance the overall owner experience.
• Collaborate with Title, Closing, Escrow, Finance/Lending, Owner Services, Administration, and resort partners as needed.
• Help establish consistent service standards and ensure the Marketplace team delivers a high-quality, customer-first experience.
• Analyze team and transaction performance to identify trends and opportunities for improvement.
• Champion a white-glove approach to the resale experience and represent the Vacatia brand with professionalism and care.

Skills

Leadership

Coaching

Customer experience

Performance management

CRM proficiency

Communication

Tools

CRM systems

Job description

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Join Vacatia and Lead the Future of Vacation Ownership Resales

Vacatia is reinventing vacation ownership by bringing together hospitality, technology, and design to create a better experience across discovery, booking, and stay. As we continue to grow, we're looking for strong leaders who are passionate about people, performance, and creating exceptional customer experiences.

Why You’ll Love Working at Vacatia

• Build the Future: Be part of a company transforming the vacation ownership experience through innovative hospitality and technology.
• Impact That Matters: Your leadership will directly influence the owner experience, team performance, and success of Vacatia's resale marketplace.
• Innovation at Scale: Work in a fast-paced environment where new ideas, process improvements, and better ways of doing things are encouraged.
• Autonomy & Ownership: Take ownership of team performance, operational results, and opportunities to improve the customer journey.
• Culture of Growth: Coach and develop a team while growing your own leadership skills in an evolving organization.

Your Impact

As the Marketplace Manager, you'll lead and support Vacatia's Marketplace Advisors and Marketplace Administrators, helping ensure every timeshare resale transaction receives a seamless, white-glove experience from listing creation through final closing.

You’ll be responsible for helping the team achieve its productivity, revenue, conversion, service‑level, and customer satisfaction goals. You’ll also serve as a key partner to teams across the organization, stepping in to resolve escalations, remove roadblocks, and keep transactions moving.

This is an opportunity for a hands‑on leader who enjoys developing people, improving processes, solving problems, and driving results.

What You’ll Do

• Lead, coach, and support Marketplace Advisors and Marketplace Administrators to achieve individual and team goals.
• Monitor productivity, revenue, conversion, customer satisfaction, and SLA performance.
• Provide ongoing coaching, feedback, and support to help team members improve and grow.
• Establish strong follow‑up practices to maximize listing engagement, offer acceptance, and transaction completion.
• Serve as a point of escalation for complex customer, transaction, and operational issues.
• Partner with internal departments and third‑party partners to resolve issues and keep transactions moving.
• Monitor transaction activity and identify potential delays, bottlenecks, or missed SLAs.
• Ensure accurate and timely transaction records and CRM updates.
• Identify opportunities to improve conversion rates, transaction velocity, productivity, and revenue.
• Support initiatives that streamline processes and enhance the overall owner experience.
• Collaborate with Title, Closing, Escrow, Finance/Lending, Owner Services, Administration, and resort partners as needed.
• Help establish consistent service standards and ensure the Marketplace team delivers a high‑quality, customer‑first experience.
• Analyze team and transaction performance to identify trends and opportunities for improvement.
• Champion a white‑glove approach to the resale experience and represent the Vacatia brand with professionalism and care.

What You Bring

• 3+ years of supervisory experience in sales, customer success, operations, timeshare, real estate, hospitality, or a related field.
• Previous leadership or supervisory experience preferred.
• Strong coaching, performance management, and relationship‑building skills.
• Understanding of sales, customer experience, and transaction management.
• Ability to use performance metrics to identify opportunities and drive results.
• Excellent verbal and written communication skills.
• Strong problem‑solving and decision‑making abilities.
• Highly organized with the ability to manage multiple priorities in a fast‑paced environment.
• Strong follow‑up skills and a proactive approach to resolving issues.
• Comfortable working with CRM systems and other business applications.
• Ability to collaborate effectively across multiple departments and with external partners.
• Customer‑first mindset with a passion for delivering an exceptional experience.

Join Us

If you're a people‑focused leader who knows how to coach a team, solve problems, improve processes, and drive results, we'd love to meet you.

At Vacatia, you'll have the opportunity to help shape a growing marketplace while making a meaningful impact on our owners, our team, and the future of vacation ownership.

The power of opportunity starts with you.