Owner Onboarding Manager

We Put the World on Vacation

Travel + Leisure Co. is the world’s leading vacation ownership and travel membership company, with a dynamic and growing portfolio of resort, travel club, and lifestyle travel brands. Our dedicated associates help the company achieve its mission to put the world on vacation. Innovation and growth keep our work interesting and fun. Every day is a chance to learn something new and turn vacation inspiration into exceptional experiences for millions of travelers worldwide.

Job Summary

The Owner Onboarding Manager is responsible for leading the sales site Owner Onboarding Team. The Owner Onboarding Manager provides leadership and document presentation training, performance reviews and development for the Team. The Owner Onboarding Manager also partners with site leader and sales team to identify training opportunities for compliance and retention best practices through direct observation, reporting and owner contact. Communicates with the Director of Owner Onboarding regarding potential escalations, process improvement, and individual team member development and training opportunities. Works with the Owner Onboarding Team and site leadership to ensure performance and compliance through the sales document process, customer service and training. Also, completes Owner Certification presentations as needed to support the business along with audit of Certification process with Owner Onboarding Team.

Essential Job Responsibilities

Responsibilities include, but are not limited to:

Hire, train and manage team to reflect the Wyndham culture of Lead with the Heart initiative. Responsible for coaching, motivating and developing team to achieve departmental goals and rescission targets. (30% time)

Monitor team and track performance to maximize team effectiveness, development, and productivity. Take appropriate corrective disciplinary action as necessary. Oversee performance review process and Payroll for the department. Monitor and inspect all work related courses are up to date. (30% time)

Develops and implements operational plans of action through our OKR (Objectives Key Results) to maximize team effectiveness, productivity, retention and compliant sales and document presentations. (15% time)

Provide post-sale customer service for sales retention and compliance to deliver exceptional OE and Guest Service Scores.(15% time)

Effectively partners, creates value added solutions/initiatives and collaborates with Director of Owner Onboarding (10% time)

Travel Requirements

Travel is determined by the area of responsibility.

Minimum Requirements and Qualifications

Education

Bachelor Degree or equivalent of education and directly related experience.

Knowledge and Skills

Ability to prioritize and organize tasks

Ability to influence

Excellent verbal and written communication and interpersonal skills

Ability to manage concurrent assignments in an effective and efficient manner

Strong conflict management skills

Expert Contract Standards Expertise preferred

T+L product knowledge expertise preferred

Ability to establish immediate relationships with internal and external departments

Technical Skills

Basic computer skills, including Microsoft Word and Excel along with Microsoft Power Point and Teams.

Job Experience

Two (2) years customer service experience required

1-2 years of leadership experience preferred

1-2 years WVO sales experience preferred

1-2 years timeshare and/or real estate experience preferred

Experience equivalent to the education requirement may be accepted in lieu of the education requirement.

Complexity

Level of decision making authority: Partners with Director of Owner Onboarding, Site Management, Double O Team and Sales teams to analyze retention results, identify areas of opportunity, and formulate action plans for improvement. Works within guidelines established by Owner Onboarding Director.

Level of autonomy: A high level of autonomy to complete job tasks to achieve retention and compliance goals with minimal supervision.

Impact of incumbent's decisions on the organization: Retention achievement adds revenue. Owner Onboarding provides a vehicle of focus to attain this objective. 10% retention on $1,000,000 in sales = $100,000 saved revenue

Supervisory Responsibility: Supervises assigned Owner Onboarding Leads and Representatives

Scope/Financial Responsibility: Increase site retention and decrease sales compliance issues that can lead to reversal of money or missed budgets for selling location Directly impact the results of the sales location through best practices for retention Directly impact the results of the site Double O Team for retention and compliance Driving improvements to the following business metrics: (Rescission Rates, Sales Compliance, Net Sales and Profit (NOI), NPS/OE Scores)

How You'll Be Rewarded:

We offer a diverse range of comprehensive health and welfare benefits to associates who work 30 or more hours per week to meet your needs and support you throughout your career with us. Certain benefits may be available to associates working fewer hours where required by applicable law. Travel + Leisure Co. benefits include:

Note: Temporary and/or seasonal associates are ineligible for Paid Time Off.

• Medical
• Dental
• Vision
• Flexible spending accounts
• Life and accident coverage
• Disability
• Depending on position, paid time off, parental leave and holidays (speak to your recruiter for additional information)
• Wish day paid time to volunteer at an approved organization of your choice
• 401k with employer match (subject to eligibility requirements, including tenure - speak to your recruiter for additional information)
• Legal and identify theft plan
• Voluntary income protection benefits
• Wellness program (subject to provider availability)
• Employee Assistance Program

Where Memories Start with You

Hospitality is at the heart of all we do at Travel + Leisure Co. Here, you’ll find an inclusive environment where we deliver excellence and take time to have fun, celebrate together, and support one another. We're always looking ahead to what’s next and how we can strengthen our business, its neighboring communities, and the customer experience. Join our global team and build a career where memories start with you.

We are an equal opportunity employer, and all applications will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], including the title and location of the position for which you are applying.