Owner Onboarding Manager - Pompano Beach, FL (On-Site)

Travel + Leisure Co.; Fort Lauderdale (FL); On-site; USD 80,000 - 105,000; Full time

Job summary

Travel + Leisure Co. seeks an Owner Onboarding Manager to lead the sales site Owner Onboarding Team, provide leadership and training, and partner with site leaders to identify compliance and retention opportunities. The role includes presenting certifications and auditing processes with the Owner Onboarding Team.

The position requires Bachelor degree or equivalent experience, strong communication, and the ability to manage multiple tasks with a high degree of autonomy.

Qualifications

• Bachelor degree or equivalent and related experience.
• Strong communication and interpersonal skills.
• Ability to coach, lead and develop a team.
• Experience with retention and compliance processes preferred.

Responsibilities

• Hire, train and manage team to reflect company culture and goals.
• Monitor performance, conduct reviews and oversee payroll and compliance.
• Develop and implement OKR-based operational plans.
• Provide post-sale customer service for retention and OE scores.
• Collaborate with directors and sales teams on initiatives.

Skills

Prioritization & planning

Influencing skills

Verbal & written communication

Multi-task management

Conflict management

Contract standards

Product knowledge (T+L)

Relationship building

Education

Bachelor degree or equivalent experience

Tools

MS Office (Word, Excel, PowerPoint, Teams)

Job description

We Put the World on VacationTravel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

We Put the World on VacationTravel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Job Summary

The Owner Onboarding Manager is responsible for leading the sales site Owner Onboarding Team. The Owner Onboarding Manager provides leadership and document presentation training, performance reviews and development for the Team. The Owner Onboarding Manager also partners with site leader and sales team to identify training opportunities for compliance and retention best practices through direct observation, reporting and owner contact. Communicates with the Director of Owner Onboarding regarding potential escalations, process improvement, and individual team member development and training opportunities. Works with the Owner Onboarding Team and site leadership to ensure performance and compliance through the sales document process, customer service and training. Also, completes Owner Certification presentations as needed to support the business along with audit of Certification process with Owner Onboarding Team.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

• Hire, train and manage team to reflect the Wyndham culture of Lead with the Heart initiative. Responsible for coaching, motivating and developing team to achieve departmental goals and rescission targets. (30% time)
• Monitor team and track performance to maximize team effectiveness, development, and productivity. Take appropriate corrective disciplinary action as necessary. Oversee performance review process and Payroll for the department. Monitor and inspect all work related courses are up to date. (30% time)
• Develops and implements operational plans of action through our OKR (Objectives Key Results) to maximize team effectiveness, productivity, retention and compliant sales and document presentations. (15% time)
• Provide post-sale customer service for sales retention and compliance to deliver exceptional OE and Guest Service Scores.(15% time)
• Effectively partners, creates value added solutions/initiatives and collaborates with Director of Owner Onboarding (10% time)

Travel Requirements

• Travel is determined by the area of responsibility.

Minimum Requirements And Qualifications

Education

• Bachelor Degree or equivalent of education and directly related experience.

Knowledge And Skills

• Ability to prioritize and organize tasks
• Ability to influence
• Excellent verbal and written communication and interpersonal skills
• Ability to manage concurrent assignments in an effective and efficient manner
• Strong conflict management skills
• Expert Contract Standards Expertise preferred
• T+L product knowledge expertise preferred
• Ability to establish immediate relationships with internal and external departments

Technical Skills

• Basic computer skills, including Microsoft Word and Excel along with Microsoft Power Point and Teams.

Job Experience

• Two (2) years customer service experience required
• 1-2 years of leadership experience preferred
• 1-2 years WVO sales experience preferred
• 1-2 years timeshare and/or real estate experience preferred

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Complexity

Level of decision making authority:

Partners with Director of Owner Onboarding, Site Management, Double O Team and Sales teams to analyze retention results, identify areas of opportunity, and formulate action plans for improvement. Works within guidelines established by Owner Onboarding Director.

Level of autonomy:

A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.

Impact of incumbent's decisions on the organization:

Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue

Supervisory Responsibility:

Supervises assigned Owner Onboarding Leads and Representatives

Scope/Financial Responsibility:

Increase site retention and decrease sales compliance issues that can lead to reversal of money or missed budgets for selling location Directly impact the results of the sales location through best practices for retention Directly impact the results of the site Double O Team for retention