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Exchange Program Manager

Diamond Resorts

This is a Full-time position in Las Vegas, NV posted May 12, 2021.

JOB SUMMARY   
The Exchange Program Manager manages all aspects of Exchange Program operations, marketing and communications, member benefits enhancement and/or expansion, and other functions supporting Destination Xchange, Diamond Resorts’ branded exchange program.  Leads a team of direct reports responsible for various backoffice functions and collaborates extensively with Yield Management Operations management team and other internal partners to achieve membership, transaction, and revenue goals. 


ESSENTIAL JOB FUNCTIONS

  • Serves as the primary subject matter expert on program products, services, processes, and performance.  Utilizes data mining, reporting, and technology resources to continuously analyze all aspects of program operations and performance including market share shift, exchange trends, usage of member benefits, and member satisfaction and/or retention. 
  • Identifies opportunities to shape behaviors through marketing and merchandising strategies and continuous improvement of customer service, conversion, and operational efficiency to ensure business goals and key performance targets are met.
  • Maintains detailed knowledge of exchange market including competitor products and services, marketing strategies, technology, and general industry trends.  Develops and implements strategies to grow exchange market share.
  • Manages direct reports responsible for various program support duties. 
  • Maintains a positive working environment and culture of performance excellence that attracts and retains high-performance team members. 
  • Models exemplary leadership behaviors and promotes a spirit of teamwork, harmony, motivation, recognition, and continuous improvement at all times.
  • Collaborates with Global Contact Center Operations management team to continuously improve member service levels through diligent training and coaching of contact center team members on all aspects of exchange products, services and member benefits, program policies and procedures, transaction processing, and sales techniques to productively and efficiently maximize transaction conversions at every opportunity. 
  • Defines staffing needs to support continued growth of membership base and transaction volume.
  • Monitors requests for exchanges to destinations and/or resorts not available within the program, and collaborates with Partnership Manager and Inventory Exchange teams to source inventory through new affiliate contracts and trading partner relationships.
  • Collaborates with IT, Creative Services, and other internal partners to define and implement marketing and/or communication campaigns and continued enhancements to online content and member self-service functionality.
  • Develops comprehensive project plans for achievement of program goals and provides updates on program status and performance metrics to senior management.
  • Completes all required Company trainings and compliance courses as assigned.
  • Adheres to Company standards and maintains compliance with all policies and procedures.
  • Performs other related duties as assigned. 

EDUCATION

  • Associate degree or equivalent experience in related field.

EXPERIENCE

  • A minimum three (3) years of experience in the timeshare and/or exchange field required.
  • A minimum three (3) years of supervisory experience in the timeshare and/or exchange field required.

SUPERVISORY RESPONSIBILITIES
This position spends the majority of the time (50% or more) achieving organization objectives, often through the coordinate achievements of subordinate staff.  A portion of the time may be spent performing individual tasks related similar to those performed by direct reports, but primary duties are supervisory or organizational-goal related.  Analyzes and resolves problems, determines work techniques, monitors for regulatory compliance, maintains production, interprets and creates policies, and demonstrates solid subject matter knowledge. 
 
Establishes departmental goals and objectives, functions with independence, and makes decisions on matters of significant importance.  Manages human, financial, and/or physical resources; proactively assesses risk to establish systems and procedures to protect organizational assets.   Exercises judgment within defined procedures and policies to determine appropriate action; develops systems to ensure subordinates adhere to policies and procedures in compliance with organizational goals and objectives. 
 
Specific supervisory duties include, but are not limited to the following:

  • Determines and creates policies, procedures and manuals for direct reports.
  • Establishes objectives and goals for the team; plans, organizes and manages work flow.
  • Assigns, monitors, and reviews work; evaluates direct report’s performance.
  • Recruits, interviews, trains, disciplines, and terminates direct reports. 
  • Orientates and trains direct reports.
  • Approves time records and time off requests; submits payroll for direct reports.
  • Investigates and resolves concerns and complaints.
  • Provides assistance and support; maintains a positive and professional working environment. 

LICENSE & CERTIFICATIONS

  • This position does not require licenses or certifications.

 
SKILLS & ABILITIES
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices.  Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.
 
Specific skills and abilities include, but are not limited to the following:

  • Advanced skills in managing and leading complex programs and projects.
  • Strong analytical, critical thinking, and decision-making skills.
  • Excellent written and verbal communication skills.
  • Demonstrated presentation skills (content development and facilitation).
  • Ability to effectively communicate and collaborate with internal and external partners at all levels.
  • Ability to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Ability to create and promote a positive, successful, and professional work environment and lead by example.
  • Computer proficiency in Microsoft Word, Excel and Outlook.
  • Understand how to develop and implement business strategies.
  • Ability to interpret and create policies, procedures and manuals.
  • Excellent customer service skills.
  • Proficient in time management; the ability to organize and manage multiple priorities.
  • Ability to take initiative and effectively adapt to changes.
  • Recognizes an emergency situation and takes appropriate action.
  • Able to establish and maintain a cooperative working relation.
  • Ability to interpret and create spreadsheets.
  • Able to use sound judgment; work independently, with minimal supervision.
  • Strong problem solving skills.
  • Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes.
  • Competent in public speaking.
  • Performs well with frequent interruptions and/or distractions.
  • Intermediate math skills.