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Owner Onboarding Manager

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Owner Onboarding Manager

  • 250 Mariner Passage, National Harbor, Maryland, United States, 20745
  • Sales Quality Assurance
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

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

State the specific levels of the following that are needed to perform the minimum duties of the job. 

Education

  • Bachelor Degree or equivalent of education and directly related experience.
  • Must have an active Maryland Real Estate license or the ability to obtain one.

Training requirements

  • WVO Product knowledge, Workday Courses, sales training relative to Owner Onboarding.

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
  • WVO 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

  • 1-2 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

Unless there is a legal requirement, experience will be accepted for the education requirement.

Complexity

Describe the following:

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.

The impact of his/her decision 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

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants 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 mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-45132

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