Guest Operations & AI Optimization Manager

We are looking for a Guest Operations & AI Optimization Manager to lead our 24/7 Contact Center and Reservations team. This role owns the day-to-day performance of the team while also being responsible for continuously optimizing our AI-assisted support system, which currently handles approximately 65–70% of all inquiries.

This is a hands-on leadership role: the manager will combine people management, operational ownership, and active shift coverage, while ensuring that both humans and AI work together efficiently to deliver a world-class guest and owner experience.

Responsibilities

• Lead, coach, and manage the Contact & Reservations team, including 1:1s, performance feedback, and development.
• Act as the single owner of customer operations performance across people, processes, and AI.
• Own shift planning and schedules for a 24/7 operation, including holiday and vacation coverage.
• Actively cover shifts as needed while man...