Who We Are: 

Destify has redefined destination weddings by seamlessly blending cutting-edge technology with exceptional customer service. Our people-centric approach drives our culture, and our commitment to innovation powers our success.

Who You Are

You are a transformational leader with a strategic mindset and a hands-on approach. With over a decade of experience optimizing customer service operations, you excel in leveraging data, technology, and team leadership to drive scalable, high-impact solutions. You thrive in complex environments, balancing big-picture strategy with operational execution, and consistently delivering results that enhance efficiency, customer satisfaction, and business growth.

What You Will Do

As a key member of our executive leadership team, you will define and execute the vision for Guest Services, ensuring world-class customer experiences while driving operational excellence. You will:

• Strategically lead and scale the department, including five direct-report managers, ensuring alignment with business objectives.
• Set and exceed service-level goals by leveraging data analytics, automation, and AI-driven tools to enhance efficiency and customer satisfaction.
• Optimize operations at scale by implementing cutting-edge technologies and process improvements to drive seamless customer interactions.
• Collaborate cross-functionally with Marketing, Sales, and Operations to ensure Guest Services is a strategic growth driver for the company.
• Own the department’s P&L, focusing on cost-to-serve optimization, intelligent resource allocation, and overall financial performance.
• Champion quality and innovation, increasing first-contact resolution rates, reducing escalations, and enhancing the overall customer experience.
• Recruit, develop, and retain top talent, fostering a culture of high performance, continuous learning, and customer-centric excellence.
• Drive continuous improvement by anticipating challenges, leveraging insights, and proactively implementing innovative solutions.

What You’ll Bring

• 10+ years of leadership experience in customer service operations, with a proven track record of strategic impact and execution at scale. At least one year of current or recent experience serving on a company's leadership team.
• Expertise in customer experience innovation, leveraging automation, AI, and data-driven decision-making to enhance service delivery.
• A results-driven mindset, consistently exceeding performance metrics and driving customer satisfaction improvements.
• Exceptional leadership and communication skills, with the ability to inspire, influence, and drive alignment across all levels of the organization.
• Financial acumen, with experience managing budgets, optimizing costs, and improving operational efficiency.
• A hands-on, adaptable approach, thriving in fast-paced, high-growth environments that require both strategic vision and operational execution.

This role is an opportunity to shape the future of Destify, delivering unparalleled customer experiences while driving business success. If you’re ready to make a lasting impact, we’d love to connect.

What is helpful to have: 

• EOS or Scaling Up 
• Entrepreneurial background 

Why You Should Work Here:

• Salary from $220-290,000
• Flexible Paid Time Off Policy
• Paid Parental Leave
• Caribbean Travel Perks     
• Fully Remote First Organization 
• Comprehensive benefits: Medical, Dental, Vision, and 401k with company match

Candidate Notes: 

Destify is committed to providing equal employment opportunities regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

AI use disclaimer:

Please be advised that Destify utilizes artificial intelligence tools to assist in the initial review of resumes. This technology is used to enhance our recruitment process by analyzing key qualifications and skills. However, interviewing decisions are made by our human resources team based on a comprehensive evaluation of each candidate's qualifications and experience. If you have any concerns about the use of AI in our hiring process, please feel free to contact our HR department, at humanresources@Destify.com for clarification.