Operations Manager
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Job Description
Knowledge Operations Manager governing Vesper and operational documentation for Vacatia’s hospitality business. Improving processes, AI-enabled service knowledge, and distributed-team enablement.
Responsibilities:
- Own the end-to-end lifecycle of operational documentation, including discovery, drafting, stakeholder review, approval, publishing, version control, and ongoing maintenance
- Lead governance and administration of Vesper, ensuring content is organized, searchable, secure, current, and consistently presented
- Analyze AI voice-agent interactions, escalations, and customer feedback to identify knowledge gaps
- Improve content across Salesforce Knowledge, NotebookLM, and related platforms
- Facilitate cross-functional working sessions to document workflows, clarify ownership and handoffs, identify root causes, and implement process improvements
- Develop SOPs, process maps, decision guides, job aids, training resources, and enablement materials
- Support distributed teams in adopting new processes and tools
Requirements:
- Five or more years of experience in operations, knowledge management, process documentation, Deed Services, real estate or timeshare operations, customer experience enablement, or a related field
- Proven experience leading complex documentation, process-governance, or knowledge-management initiatives across multiple stakeholder groups
- Exceptional writing, analytical, and problem-solving skills
- Ability to translate complex workflows into clear, practical resources for different audiences
- Ability to facilitate working sessions, influence cross-functional partners, manage competing priorities, and move initiatives forward without direct authority
- Experience with intranets, knowledge bases, or content-management platforms
- Familiarity with Vesper, Salesforce Knowledge, Concord, Equiant, Cloudbeds, NotebookLM, Monday.com, Linear, or Scribe is preferred
- Experience in timeshare, hospitality, resort operations, title, deed, real estate, mortgage servicing, or another ownership-based industry is strongly preferred
- Experience evaluating conversational AI performance, developing training materials, and supporting change adoption across distributed teams is beneficial
Benefits:
- Knowledge-management foundation supporting employees, operational teams, owners, guests, and AI-enabled service tools
- Broad organizational influence and autonomy over documentation lifecycle and knowledge-driven process improvements
- People-first culture valuing thoughtful ideas, continuous improvement, and cross-functional collaboration
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