Manager - First Mate Support

The First Mate Support Manager, within Sailor Services, is responsible for overseeing all aspects of contact center operations, with a strong focus on team leadership, culture development, operational excellence, and quality service delivery. This role drives performance through best practices, strategic coaching, and continuous improvement while ensuring an exceptional Sailor and First Mate (Travel Agent) experience aligned with Virgin Voyages' brand standards.

A key component of this role is owning and elevating the First Mate experience by partnering closely with Sales and First Mate Support teams, ensuring accurate and consistent handling of advisor bookings and inquiries, and driving a seamless, end-to-end journey that strengthens trust, partnership, and overall satisfaction within the First Mate community.

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:

• Serve as the primary advocate for the First Mate (aka Travel Agent) experience, ensuring clear, consistent, high-quality support that strengthens trust, partnership, and overall satisfaction

• Partner closely with Sales and First Mate stakeholders to identify pain points, improve processes, and enhance the end-to-end First Mate journey

• Drive a culture of collaboration and open communication in the handling of First Mate bookings and inquiries, ensuring adherence to policies while minimizing escalations and service friction

• Monitor call drivers and trends, using insights to inform coaching, process improvements, and proactive communication strategies

• Lead resolution of complex First Mate escalations, balancing policy adherence with relationship management and brand integrity

• Lead hiring, coaching, development, and ongoing engagement of Crew

• Champion a high-performance, positive, and collaborative team culture

• Ensure contact center service levels are consistently met while delivering exceptional Sailor and First Mate service

• Analyze performance and productivity data to assess trends and drive improvements

• Take on additional responsibilities and challenges as directed by leadership

• Proactive CSAT Recovery: Monitor customer satisfaction (CSAT) and implement recovery strategies for underperforming areas.

• Ensure Crew effectively balance savvy sales techniques with service excellence

• Support special projects and cross-functional initiatives as assigned

• Collaborate effectively with internal leadership, cross-functional teams, Sailors and First Mates

• Act as an ambassador of Virgin culture and values

• Communicate and educate Crew on policies, procedures, and sales/marketing initiatives clearly and effectively

• Identify and action on team and individual performance opportunities, fostering growth

Super Powers Required:

• Strong interpersonal and leadership skills, including the ability to provide constructive feedback that drives improved performance

• Proven ability to foster a collaborative team environment and support company-wide objectives

• Demonstrated effectiveness in leading through change and facilitating organizational transformation

• Ability to develop and implement creative, solution-oriented approaches to call center challenges

• The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time." The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons

• Minimum of 4 years of leadership experience in a contact center or reservations center environment

• Highly motivated, professional, sales- and guest service-oriented; able to work independently and adapt to change

• Demonstrated proficiency within Google and Windows environments, with the ability to quickly learn new systems

• Bachelor's degree required

• Flexible schedule required, including days, evenings, weekends, and holidays

• Ability to work on-site at our Plantation, Florida office. We offer a hybrid schedule, with in-office days Tuesday through Thursday.

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.