Member Experience Supervisor

Hilton Grand Vacations

Member Experience Supervisor managing a team of Associates in a call center environment at HGV. Driving company success through excellent owner/member customer service and team mentorship.

Posted 7/1/2026full-timeRemote • Florida • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Manage a team of Associates and implement the Coaching & Development program responsibilities.
Support Management in managing daily operations, planning, tracking, and reporting.
Ensure the team achieves its goals.
Provide outstanding owner/member customer service in an omni-channel contact center environment.
Evaluate work quality and give regular feedback and mentorship to help improve performance.
Address adherence, productivity, efficiency, quality assurance, and attendance goals.
Empower and encourage team members through positive communication and feedback.
Conduct hiring, onboarding, and performance reviews as well as disciplinary mentoring.

Requirements

What you’ll need

3+ years of travel, hospitality, or customer service experience.
Managed 10+ Team Members in a contact center/work from home or hospitality industry.
Excellent verbal and written communication skills.
Self-motivated, multi-task oriented, and a problem solver.
Ability to work in a high contact volume operation.
Must be able to manage conflict.
High School Diploma or equivalent experience.
Flexible work schedule with shift rotation, including MOD on Saturday, Sunday, and major holidays.
Very occasional business travel required.
Associates or Bachelor’s Degree (desired).
Working knowledge and understanding of call center operations, terminology, and common practices (desired).
Understanding of RingCentral-CXOne or similar Workforce Management systems (desired).

Benefits

Comp & perks

Competitive base pay plus commission.
Recognition Programs and Rewards.
Discounted Hilton hotel rates worldwide!
401(k) program with company match.
Paid Time Off (PTO) that allows for adventure, rest, relaxation, or recuperation.
Employee stock purchase program.
Tuition reimbursement programs.
Numerous learning and advancement opportunities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Team ManagementPerformance ReviewsOnboardingQuality AssuranceProductivity TrackingAttendance ManagementMulti-taskingProblem SolvingHigh Contact Volume OperationsWorkforce Management Systems

Soft Skills

Verbal CommunicationWritten CommunicationSelf-motivatedPositive CommunicationMentorship

Certifications

High School DiplomaAssociate's DegreeBachelor's Degree (Desired)