Director, Contact Center Operations & Analytics

Join the Ritz-Carlton Yacht Collection:  Where Every Voyage is a Symphony of Luxury

Embark on an extraordinary journey with the Ritz-Carlton Yacht Collection, an exquisite extension of the renowned Ritz-Carlton brand, dedicated to redefining ultra-luxury hospitality at sea. As a "Lady or Gentleman" of our esteemed team, you'll be entrusted with the art of delivering the impeccable "Gold Standards" that have made the Ritz-Carlton an epitome of excellence across the globe.

The Essence of Excellence: The Gold Standards
The Gold Standards are the bedrock of the Ritz-Carlton experience, setting us apart in the industry and establishing a legacy of unparalleled service. These standards embody the values and culture that define our brand, and serve as the compass guiding our every endeavor.

The Employee Promise

At The Ritz-Carlton, our Ladies & Gentlemen are the most important resource in our service commitment to each other and our guests.

By applying the principles of trust, honesty, respect, integrity, and commitment, we empower and nurture talent to the benefit of each individual and the company.

The Ritz-Carlton fosters a culture where all are valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Join us on a journey where every day is a testament to the highest standard of luxury and service. Apply now and be part of an unparalleled legacy in hospitality.

Director, Contact Center Operations & Analytics

Essential Functions

• Supporting shared services for Global Reservations, Global Groups Sales and Service, Guest Journey Services, and Guest Journey Operations.
• Lead the Shared Services organizations, including Workforce Management, Quality Assurance, Reporting and Analytics, and Reservation Support.
• Create alignment between front-line operations and shared service functions to achieve overall performance goals.
• Develop and implement strategies that optimize productivity while maintaining a high level of service and quality.
• Serve as the primary steward of Contact Center KPIs, ensuring continuous improvement in Service Level, Abandon Rate, Conversion, and Guest Satisfaction.
• Collaborate with senior leadership to translate performance insights into meaningful operational decisions that link operational outcomes to business results.
• Direct all forecasting, scheduling, and capacity planning to ensure consistent and efficient coverage across the global operation.
• Partner with leadership to plan staffing models that meet business demand while supporting team engagement.
• Monitor intraday performance and make real-time adjustments to maintain service commitments.
• Drive continuous improvement in forecast accuracy and resource optimization.
• Ensure consistent evaluation methods and calibration across all teams.
• Partner with Training and Operations to use QA insights for coaching, service recovery, and process refinement.
• Recognize excellence and address development opportunities that reinforce the brand’s tone and guest experience.
• Oversee the design, accuracy, and delivery of operational reports and dashboards.
• Champion automation and innovation in reporting to enhance visibility and efficiency.
• Lead the Reservation Support team to maintain accuracy, compliance, and consistency across all booking processes and ensure all reservations meet established quality and internal standards.
• Ensure data integrity and adherence to internal policies that safeguard guest trust and brand reputation.
• Collaborate with Sales, Finance, and CRM partners to streamline communication and system workflows.
• Maintain oversight of all operational KPIs and ensure alignment with business objectives.
• Identify trends, root causes, and opportunities for improvement across all shared service functions.
• Develop and lead projects that enhance agent productivity, conversion, and service delivery.
• Foster a culture of innovation, accountability, and continuous learning within the team.
• Competency

Qualifications

Education, Skills & Experience

• Bachelor’s degree in hospitality management, Business Administration, or related field (advanced degree preferred) and/or 10+ years of progressive leadership in luxury hospitality, travel, cruise, or premium call center operations, with at least 5 years in a director-level role
• Deep expertise in reporting and data visualization platforms, including Salesforce Sales & Service Cloud (CRM performance dashboards, case analytics, and lead management metrics), Tableau, Power BI, and Excel (Advanced) for trend analysis & visualization
• PowerPoint experience for executive presentation
• Experience with WFM tools such as NICE, Verint, Injixo, or Calabrio for workforce optimization and real-time operational insights
• Ability to implement Staffing models to ensure achievement of all contact center KPIs and closely track and report on key metrics such as attrition
• Familiarity with SQL or data-modeling concepts for cross-system integrations is advantageous
• Previous experience creating and maintaining forecasting and predictive models that inform budget forecasts and headcount asks
• Exceptional communication skills and the ability to present complex data clearly at an executive level through storytelling
• Proven ability to lead high-performing teams and build relationships across departments
• Experience in implementing and maintaining a solid business cadence that creates the focus needed to achieve KPI achievement
• Previous exposure and experience with OKRs
• Strategic leadership to identify and develop a 2-3 year vision of department maturity and growth in all areas
• Demonstrated success leading cross-functional teams, managing complex workflows, and balancing multiple priorities
• Strong understanding of KPI frameworks, service-level governance, and productivity optimization within a luxury or high-service environment
• Excellent communication, executive presentation, and stakeholder-management skills
• Experience in hospitality, travel, or luxury brands is highly desirable
• Ability to drive decisions across multiple stakeholders, support change management and adoption motions, and use an adoption-first mentality

Work Environment

• The position is full-time and frequently requires additional working time outside of normal business hours
• International Travel as needed
• Office-based with Hybrid flexibility

The Ritz-Carlton Yacht Collection is an Equal opportunity, inclusive employer and will consider all applicants for employment with the Company on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other category protected by federal, state, or local law.