Director of Guest Experience and Strategy

Description

Who We Are:

Destify has redefined destination weddings by seamlessly blending cutting-edge technology with exceptional customer service. Our people-centric approach drives our culture, and our commitment to innovation powers our success.

Who You Are

A seasoned leader who excels in data-driven decision-making, embraces challenges, and constantly seeks to optimize systems and processes. You approach problems with ownership and focus, ensuring outcomes that reflect your high standards.

What You Will Do

As a critical member of our six-person leadership team, you will spearhead Guest Services strategy and execution, balancing exceptional service with scalability. You will:

• Lead, manage, and hold accountable a direct team of 4 managers and an overall department of 40 individuals.
• Establish service level requirements and performance metrics using data analytics and implement processes, automation, and training to exceed them.
• Optimize operations by introducing scalable solutions such as automation, AI-driven tools, and innovative customer engagement strategies.
• Collaborate with Marketing, Sales, and Operations to align Guest Services with company goals and strategies.
• Oversee departmental P&L, with a focus on reducing the cost to serve through efficiencies and intelligent resource allocation.
• Champion quality assurance, ensuring high customer satisfaction and increasing first-touch resolution rates.
• Lead recruitment, training, and professional development to foster a high-performing team.
• Drive and sustain a culture of continuous improvement, leveraging insights to anticipate challenges and implement proactive solutions.
  
  

Requirements

What You’ll Bring:

• 8+ years of experience leading operational customer service teams with a strategic focus.
• A proven track record of exceeding performance metrics and delivering customer satisfaction at scale.
• Experience with scalable technology solutions, including automation and AI integrations.
• Strong ability to manage multiple high-pressure projects with independence and precision.
• Demonstrated success in improving operational efficiency while maintaining a customer-first approach.
• Exceptional leadership and communication skills, with the ability to motivate across all levels.
  
  

What Is Helpful To Have

• EOS or Scaling Up
• Entrepreneurial background
  
  

Why You Should Work Here

• Salary from $125,000-185,000
• Flexible Paid Time Off Policy
• Paid Parental Leave
• Caribbean Travel Perks
• Fully Remote First Organization
• Comprehensive benefits: Medical, Dental, Vision, and 401k with company match
  
  

Candidate Notes

Candidates should be authorized to accept employment in the US from any employer, should be willing to start within three weeks of accepting an offer, and should be able to work the same daily working hours as our Chicago office.

Destify is committed to providing equal employment opportunities regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

AI Use Disclaimer

Please be advised that Destify utilizes artificial intelligence tools to assist in the initial review of resumes. This technology is used to enhance our recruitment process by analyzing key qualifications and skills. However, interviewing decisions are made by our human resources team based on a comprehensive evaluation of each candidate's qualifications and experience. If you have any concerns about the use of AI in our hiring process, please feel free to contact our HR department, at [email protected] for clarification.