Head of Customer Experience and Operations
About VacationRenter
VacationRenter is a global travel platform that brings all types of accommodations into one place, making it easy for travelers to find the perfect stay.
From private homes and beachfront villas to city apartments and hotels, VacationRenter offers one of the most extensive selections of properties worldwide and simplifies the entire search experience. Behind the scenes, VacationRenter’s technology analyzes millions of listings and billions of data points to surface the best options for every trip.
Launched out of Wilbur Labs in 2018, VacationRenter quickly became one of the fastest growing travel startups ever, surpassing $1 billion in gross bookings in just two years. The company is led by a team of seasoned travel industry leaders.
About This Role
VacationRenter is seeking a rigorous, data-driven Head of Customer Experience and Operations with a strong focus on service quality, operational efficiency, and risk mitigation across the full customer lifecycle. This role will build and lead a unified customer support and sales operation across phone, chat, email, SMS, and reputation management, creating a scalable system that captures every interaction, resolves issues quickly, protects the brand, and supports revenue growth through professional sales engagement.
The ideal candidate is a strong operator who will work closely with product, engineering, legal, finance, and supply to create a seamless experience for travelers and partners. Success will be measured by improvements in conversion, complaint resolution, refund discipline, fraud reduction, and the strength of the company’s public trust signals.
This role will report directly to the COO. This is a full-time hybrid position, based in Dallas.
About VacationRenter
VacationRenter is a global travel platform that brings all types of accommodations into one place, making it easy for travelers to find the perfect stay.
From private homes and beachfront villas to city apartments and hotels, VacationRenter offers one of the most extensive selections of properties worldwide and simplifies the entire search experience. Behind the scenes, VacationRenter’s technology analyzes millions of listings and billions of data points to surface the best options for every trip.
Launched out of Wilbur Labs in 2018, VacationRenter quickly became one of the fastest growing travel startups ever, surpassing $1 billion in gross bookings in just two years. The company is led by a team of seasoned travel industry leaders.
About This Role
VacationRenter is seeking a rigorous, data-driven Head of Customer Experience and Operations with a strong focus on service quality, operational efficiency, and risk mitigation across the full customer lifecycle. This role will build and lead a unified customer support and sales operation across phone, chat, email, SMS, and reputation management, creating a scalable system that captures every interaction, resolves issues quickly, protects the brand, and supports revenue growth through professional sales engagement.
The ideal candidate is a strong operator who will work closely with product, engineering, legal, finance, and supply to create a seamless experience for travelers and partners. Success will be measured by improvements in conversion, complaint resolution, refund discipline, fraud reduction, and the strength of the company’s public trust signals.
This role will report directly to the COO. This is a full-time hybrid position, based in Dallas.
