The Brand Quality & Optimization Lead is a cross-functional role responsible for driving performance, efficiency, and service excellence across the sales and service ecosystem. While grounded in sales expertise, the role supports all areas that touch the sailor experience—delivering coaching, uncovering performance trends, and driving continuous improvement initiatives.
A key focus of this role is ensuring that team behaviors and customer-facing interactions align with Virgin Voyages’ brand quality standards. This includes delivering targeted coaching that reinforces not just what crew members do, but how they deliver it—boldly, brilliantly, and in full alignment with our brand promise. The Specialist is a dynamic generalist who brings together coaching, analytics, process thinking, and brand stewardship to elevate both crew performance and sailor outcomes.
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.
What You'll Be Up To:
- Identify and escalate service or operational gaps that risk compromising the brand standard or create inefficiencies.
- Analyze data from sales, QA, and performance dashboards to uncover root causes and systemic opportunities for improvement.
- Recommend and support the implementation of process enhancements that improve productivity, eliminate friction, and reinforce quality.
- Collaborate with Sales, Learn & Grow, Revenue, and Operations to align on training, workflows, and system capabilities that support performance.
- Create clear reporting and insight summaries that communicate trends, coaching impact, and recommendations to leadership.
- Maintain up-to-date knowledge of policies, promotions, systems, product changes, and Virgin Voyages’ service philosophy to effectively support the crew.
- Bachelor’s Degree or equivalent experience in Business, Sales, Hospitality, or related fields.
- Minimum 3 years in a sales or sales-support function, ideally within hospitality, travel, or contact center environments.
- Demonstrated experience in performance coaching and quality assurance with a strong sense of brand voice and service delivery.
- Strong analytical mindset; able to interpret data to identify coaching opportunities and process inefficiencies.
- Familiar with tools such as Salesforce, NICE, XM Discover and productivity suites like Google Workspace are preferred.
- Strong communication and facilitation skills; able to engage and influence across levels and departments.
- Passion for guest experience and service design that reflects brand values and high-quality execution.
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.
Skills Required
- Bachelor's degree or equivalent experience in Business, Sales, Hospitality, or a related field
- At least 3 years of experience in a sales or sales-support function
- Experience in hospitality, travel, or contact center environments
- Experience with performance coaching and quality assurance
- Ability to interpret data and identify coaching opportunities and process inefficiencies
- Experience with Salesforce, NICE, XM Discover, or Google Workspace
- Strong communication and facilitation skills
- Ability to engage and influence across levels and departments
- Passion for guest experience and service design aligned with brand values
What We Do
I'm often asked what it is that makes Virgin different. The simple answer is — our people” Sir Richard Branson At Virgin Voyages, we love the wide ocean waves, the sting of salt spray and the anticipation for places and experiences unknown. It’s exhilarating! That’s how travel should always feel. Our people are the heart and soul of our business. We are a passionate lot, united in our desire to create something really special for our future sailors. These sailors have challenged us to create something more audacious than the word “cruise” can capture. We've accepted the challenge. From our custom-designed ships, to our commitment to charting a greener course through the ocean’s blue, to delivering you a holiday where irresistible style has finally found its sea legs, we can’t wait to welcome you onboard. Virgin Voyages, the ship of things to come
