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Job Details

Vice President of Customer Support

Company name
Lakeland Tours, LLC

Charlottesville, VA, United States

Employment Type

Customer Service, Clevel, Executive, 100k

Posted on
Jan 04,2019

Valid Through
Apr 19,2019

Apply for this job


The Vice President, Customer Support (VPCS) is an “expert” in his/her ability to lead the WorldStrides Customer Support teams in meeting and maintaining established performance and metric objectives for key customer interactions in support of a multi-brand, multi-cultural global enterprise.

The VPCS has a strong working knowledge across WorldStrides’ businesses, including products, sales, marketing, and account management. The VPCS has a strong working knowledge of the various business platforms, work flows, transactions, deliverables, and metrics. The VPCS leads the team’s performance at a high level with a quantifiable bias towards quality, productivity, and efficiency gained through continuous improvement and change management.

With a focus on Team Development, Performance Metrics, and Improvement Objectives, the VPCS engagement includes: the creation and maintenance of a high performance culture through a framework that supports talent recruitment, on-boarding, development, retention, and promotion; leadership of initiatives to implement new technologies and improve process flows in support of operational scale and key performance objectives; leadership of continuous improvement of customer-related work flows, metrics, reporting, and deliverables; collaboration with sales, account management, marketing, and operations stakeholders to meet company performance and revenue goals; stewardship of team members’ growth and leadership goals; and, fiscal budget, staff headcount and overhead expense management.

As a member of the WorldStrides Customer Experience Leadership team, the Vice President, Customer Support must deliver consistent stakeholder satisfaction, resulting in stronger sales, retention, and growth for WorldStrides. The VPCS must properly align Customer Support performance goals, metrics, and priorities with WorldStrides’ brand, mission, and growth objectives.

Essential Responsibilities:

Performance | Productivity

Responsible for leading the performance, growth and results of team members in the multi-disciplines of customer service, financial services, retention, and support across multi-national locations. With the “voice of the customer” as the team’s primary focus, ensure their collective processes, performance, metrics, and systems are integrated and aligned with sales, retention, service, and accounting best practices.

Responsible for the proactive planning, recruitment, training, talent inventory, and staffing of resources in support of WorldStrides Customer Support performance, scale and growth objectives.

Responsible for the overall execution, performance, quality, and reporting of key work streams, transactions, deliverables, and metrics for WorldStrides multi-locational Customer Support teams.

Responsible for the efficient leverage of all WorldStrides’ technology platforms and tools in the delivery of key workflows, transactions, deliverables, and metrics. Responsible for leading the successful implementation of functional technology and process improvement initiatives in support of business operational scale, metrics, and growth requirements.

Stakeholder Relations

Collaborates with all business unit stakeholders to:

Ensure current workstreams, transactions, deliverables, quality, reporting, performance and metrics of the Customer Support teams are aligned with their goals and objectives

Implement technology and process improvements within and across functions

Proactively address policy, workstream, transaction, performance, or metric challenges and ensure agreed upon resolutions are implemented.

Budget | Cost Management

Responsible for creation, justification, and submission of annual headcount and overhead budget including salary, bonus, travel, training/education, outside services, and other relevant overhead expenses.

Responsible for monthly reconciliation of actual to budget cost center expenses including any required commentary and corrective actions.

Collaborate with financial planning and analysis to support and ensure accurate budget to actual reconciliation, reforecasts, and deliverables.

Mentorship | Coaching

Responsible for the maintenance and dissemination of accurate and up-to-date documentation concerning WorldStrides Tour Type terms and conditions, workstreams, transactions, deliverables, communications, and key performance metrics related to Customer Support.

Guide the professional development and growth of the Customer Support teams including recommendations for promotions, leadership roles, and key initiatives participation.

Facilitate all Performance Review and Performance Improvement Plan drafts, meetings and follow-ups with Customer Service team members; coach Managers, Supervisors, and Team Leads through staff performance issues with a bias towards documented corrective action plans, results and timeframes.


Four-year degree or equivalent; minimum of ten (10) years in mid-level leadership roles for multi-brand, customer-centric organization(s) is highly preferred.

Demonstrates and delivers on a consistent basis the performance attributes under the WorldStrides Customer Support Cornerstones: Customer Rapport, Issue Resolution, Engagement and Leadership.

Demonstrated success with recruitment/hiring/training/coaching/mentoring full-time, multi-cultural, multi-location teams who deliver sustained performance in a client/customer focused and metric-driven culture.

Strong solution-oriented attitude with demonstrated ability to collaboratively implement technology and process improvements that deliver sustained best-in-class Customer Support performance and metrics attainment to meet/exceed business growth and scale objectives.

Demonstrated experience leveraging multiple Tier 1 and proprietary technology solutions to drive continuous improvement, performance, quality, and efficiencies throughout the business. Demonstrated experiences with PCI/PII compliance, CSAT, and NPS protocols.

Demonstrated experience with budget, cost management, and talent acquisition protocols required to efficiently lead a multi-discipline, multi-location team.

Effective oral and written communications skills. The ability to effectively communicate across WorldStrides customer base, federal and state regulatory officials, and customer-based reporting agencies.

Demonstrated working knowledge of Windows/MS Office, CRM, cost management & reporting tools and platforms.

Company info

Lakeland Tours, LLC
Website :

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