The Gig:
The Manager of Sales and Service Delivery is responsible for leading and elevating a high-performing team of Inbound and Outbound Voyage Planners to drive sales growth, service excellence, and operational consistency. Reporting to the Sr. Manager of Global Sales and Service Delivery, this role oversees 40–50 reports and is accountable for performance management, metric development, forecasting, quality assurance alignment, and revenue optimization.
This leader balances tactical execution with strategic thinking — ensuring strong sales performance, disciplined operational standards, and a culture rooted in accountability, development, and RockstarService. The Manager of Sales and Service Delivery partners cross-functionally to continuously refine processes, improve performance visibility, and support scalable growth of the direct sales organization.
This gig is based at VVHQ - our swanky Virgin Voyages Head Office in Plantation, FL where we follow a hybrid work environment. We can't wait to 'sea' you in person during our Collaboration Days, Tuesdays, Wednesdays, and Thursdays, while you enjoy Mondays and Fridays' as remote days.
Essential Responsibilities:
Sales & Revenue Leadership
Drive sales performance across Inbound and Outbound Voyage Planners through structured performance management, coaching, and accountability
Partner with senior leadership to develop, implement, and refine performance metrics aligned to revenue and service objectives
Monitor daily, weekly, and monthly sales performance and identify trends, risks, and opportunities
Performance Management & Coaching
Conduct regular 1:1 meetings focused on performance, productivity, and development
Establish clear expectations around contact metrics, conversion, and service standards
Develop and execute performance improvement plans when necessary
Deliver constructive feedback that drives measurable improvement
Promote a high-performance culture rooted in ownership and accountability
Service Delivery & Quality Assurance
Ensure compliance with company policies, procedures, and quality standards
Partner with QA leadership to address service trends and performance gaps
Reinforce adherence to CRM documentation standards and booking accuracy
Uphold the Virgin brand standard across all Sailor interactions
Operational Oversight & Process Optimization
Identify operational inefficiencies and recommend process enhancements
Support capacity planning discussions through data-driven insights
Collaborate with cross-functional teams to ensure alignment across systems, policies, and initiatives
Reporting & Strategic Contribution
Utilize Salesforce, Seaware, Tableau, and other systems to analyze performance data
Translate data into actionable insights and performance strategies
Contribute to long-term sales and service strategy development
Culture & Leadership
Act as a visible, engaged leader within the Voyage Planner group
Foster a culture of accountability, collaboration, and professional growth
Serve as an ambassador of the Virgin culture and Rockstar Service philosophy
Be up for any other challenge as directed by leadership
Other duties as assigned
Qualifications:
3–5 years of leadership experience in a sales or call center environment
Demonstrated success leading large, performance-driven teams
Strong background in performance management, coaching, and metric accountability
Proven ability to analyze sales data and translate insights into action
Experience working with Salesforce, Seaware, Tableau, and CRM systems
Strong forecasting and reporting capabilities
Exceptional verbal and written communication skills
Ability to influence cross-functional stakeholders
Highly motivated, revenue-driven, and service-oriented
Bachelor’s degree preferred
What Matters to Us:
At Virgin, your personality matters as much as how good you are at what you do. We want you to bring it to our hangout spot and help make the place even better. So, we won’t be surprised to hear that when people talk about you they say you are clever, on top of it, able to think ahead, intuitive, passionate and someone people respect and enjoy working with because you make things happen.
Virgin Voyages is committed to being an Equal Opportunity Employer and encourages applications from qualified, eligible applicants regardless of their sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy and maternity. Our greatest strength comes from our ability to come together as unique individuals -- we seek to always embrace and celebrate our differences, providing an inclusive workplace environment that allows you to be your best self.
Virgin Voyages is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Virgin Voyages via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Virgin Voyages HR/Recruitment will be deemed the sole property of Virgin Voyages. No fee will be paid in the event the candidate is hired by Virgin Voyages as a result of the referral or through other means.