About VacationRenter
VacationRenter is the fastest growing vacation rental search engine. We love traveling, but not how time-consuming and complex it can be to find the right place to stay. So we reimagined a better way. We eliminated the need to search across several sites and scroll through pages of irrelevant results just to find the perfect home away from home.
We aggregate accommodations from the top travel sites, giving travelers all the best options in one place.
VacationRenter was born inside the startup studio
Wilbur Labs. VacationRenter uses automation and AI to help travelers find the perfect stay. Be sure to check out our rebranded site, Vogo.com. Vogo is the same company travelers have come to love but under a new name.About This Role
VacationRenter is seeking a rigorous, data-driven
Head of Customer Experience and Operations with a strong focus on service quality, operational efficiency, and risk mitigation across the full customer lifecycle. This role will build and lead a unified customer support and sales operation across phone, chat, email, SMS, and reputation management, creating a scalable system that captures every interaction, resolves issues quickly, protects the brand, and supports revenue growth through professional sales engagement.The ideal candidate is a strong operator who will work closely with product, engineering, legal, finance, and supply to create a seamless experience for travelers and partners. Success will be measured by improvements in conversion, complaint resolution, refund discipline, fraud reduction, and the strength of the company’s public trust signals.
This role will report directly to the COO. This is a full-time hybrid position, based in Dallas.
Role & Responsibilities: Build and operate a unified customer care system across all channelsImplement routing rules that prioritize by topic, value, and urgency with consistent SLAsDefine and document clear agent policies for all customer interactions that reduce ambiguity for agents and provide for a top-tier customer experienceDefine and manage escalation paths for supplier disputes, complex cases, fraud risk, and potential regulatory issuesOwn and drive improvements in critical operational metrics, with a strong focus on process efficiency and customer satisfactionDevelop playbooks and scripts for inbound sales and assisted conversion, including chat and phoneIntegrate AI capabilities for classification, response suggestions, summarization, and automated taggingOwn presence and strategy across review platforms with strong processes for proactive collection and fast responsesMonitor social platforms and complaint sites and manage public replies in coordination with legal and communicationsEstablish severity levels for reputation issues and ensure appropriate escalation on high-risk casesLead fraud and chargeback workflows, including investigation, documentation, and root cause tracking to mitigate all forms of fraudBuild dashboards for volume, SLA compliance, agent performance, refund trends, disputes, and complaint driversIdentify recurring issues and partner with product and supply to eliminate root causesSet quarterly operational targets and track progress against efficiency, cost per contact, conversion lift, and trust metrics Minimum Qualifications: Bachelor’s degree (B.S. or B.A.) from an accredited college or university or equivalent career experience8+ years in customer care, sales operations, CX leadership, or a comparable roleExperience building or restructuring multi-channel customer support operations with phone and chatProven ability to lead vendor-delivered teams, including BPOs, with measurable performance outcomesStrong understanding of policies, quality frameworks, and coaching programsExperience managing reputation risk and public complaint handling across multiple platformsFamiliarity with fraud mitigation, chargeback processes, and financial risk controlsHands-on experience and familiarity with the newer technologies (e.g., AI chat, advanced ticketing systems)Analytical mindset with comfort using data to guide decisions Preferred Qualifications & Prior Experience: Early-stage startup experienceLeadership experience at a high-growth consumer or travel companyPrior oversight of both sales-assisted channels and service operationsExperience designing or operating AI-assisted support workflowsBackground managing review platforms, reputation programs, or crisis responseExperience with international support teams or multilingual operationsStrong understanding of payment operations and advanced dispute analytics Benefits & Perks: Competitive salary + equityTop-tier laptop provided100% company-paid health benefits for base plan coverage, with the option to upgrade to higher-tier plans401(k) with company matchUnlimited, guilt-free vacation daysAnnual wellness stipend (gym + other wellness activities)Monthly house cleaning stipendAnnual travel allowanceMonthly cell phone & internet usage stipendCharity donation company matchEmployee referral bonusTeam offsites/activities