Together, We Can.
As Senior Manager, you will be responsible for fulfilling the following responsibilities:
- Lead and manage the day-to-day operations of Club, which includes heading up a team of 6-8 supervisors and <40 Club Counselors.
Maximize performance and efficiency through continuous innovation and process improvement.
Introduce KPI management by training Supervisors to monitor and manage contact stats to improve team performance.
Guide and coach Team Members to balance productivity and quality depending on each situation.
Motivate Team Members to bring out their best and continuously invest in their skills to deliver higher value.
Help build HGV culture within Club based on our new brand architecture.
Take lead in managing and resolving Member issues and complaints escalated by Supervisors and Club Counselors.
Hire new Supervisors and Club Counselors by working closely with Talent Acquisition. Control attrition to avoid unexpected gaps.
Drive self-service by increasing transactions via our website and app in close coordination with the digital experience team.
Work cross-functionally with peers/colleagues in Club Orlando, Japan/Hawaii Sales, Marketing, Direct Marketing, Resort Operations to provide the best experience for our Members.
Other tasks/duties that were assigned by the superior.
Required Qualifications
BA/BS in business, marketing, operations or engineering
Minimum 10 years in a customer facing function
Minimum 5 years in a professional call center or customer service related supervisor role
Working experience in an international work environment
Strong conflict resolution skills including complaints handling and negotiation
Excellent verbal and written customer communication skills in Japanese and English
Experience in continuous improvement to drive efficiency and reduce waste
Ability to motivate, coach and inspire others.
Must be a detail oriented, self-motivated problem solver with team building and leadership skills.
People management and coaching/mentoring experience
Eligible to work in Japan
Flexible work our shift including working in night time and weekends /holidays.
15% Travel
Preferred Qualifications
Minimum 2 years of professional customer service experience preferably in an inbound call center environment
Self-starter, flexibility to work in fast-changing environments and ambiguous situations
Experience in working across cross-functional teams and functions in an international setting
Extraordinary People,
Exceptional Benefits on Day One
Benefits start on your first day of work with no waiting period!
Hilton Grand Vacations is committed to putting people first. That’s why our benefits plan starts when you do. But that’s just the beginning of the exceptional opportunities we offer to extraordinary people who join our U.S. Team.
Eligibility: All U.S. regular full-time and part-time Team Members are eligible for a wide range of benefits. Team members represented by a labor organization or subject to a collective bargaining agreement may have benefits that differ from other non-represented employees.
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Benefits that support Team Member health and financial wellbeing.
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Travel and hotel discounts for Team Members, family and friends.
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A healthy work-life balance with PTO and flexible hours.
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Team Member events that build camaraderie through fun activities.
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An open-minded culture committed to diversity and inclusion.
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Incentives for Team Members that exhibit excellence every day.
List Japan Specific Holidays/Vacations
- Two days off per week (Japan only)
- An average of 124 days off each year (Japan only)
- Observance of national holidays
- Paid vacation time and sick leave
