Vice President of User Services

Role Description The Vice President of User Services is a full-time, remote role responsible for leading and evolving UNG’s global user experience across retail and digital touchpoints. This role oversees user support operations, service design, and customer journey optimization to ensure cohesive, high-quality interactions for guests and partners. Day-to-day responsibilities include setting the user services strategy, defining service standards, analyzing user feedback and performance data, and driving continuous improvements in service delivery. The Vice President will collaborate closely with retail, digital, product, finance, and brand teams to align user services with business objectives and luxury experience expectations. This role also involves managing and mentoring a distributed team, establishing processes and KPIs, overseeing budgets related to user services, and representing the voice of the user in executive-level discussions and decision-making.
Qualifications
Candidates should possess strong Analytical Skills to interpret user data, measure service performance, and inform decision-making.
Candidates should possess Finance and Budgeting skills to manage user services budgets, forecast resource needs, and optimize cost-efficiency without compromising experience quality.
Candidates should possess Strategic Planning capabilities to develop long-term user services roadmaps, align initiatives with business goals, and lead transformation projects.
Candidates should possess Team Leadership experience to build, guide, and inspire diverse, remote teams and foster a collaborative, service-oriented culture.
Extensive experience in user services, customer experience, or operations leadership, ideally within luxury retail, hospitality, or lifestyle brands.
Proven track record in designing and scaling service frameworks across multiple regions and channels, including physical and digital environments.
Excellent communication, stakeholder management, and cross-functional collaboration skills in an international context.
Bachelor’s degree in Business, Finance, Management, or a related field; advanced degree is an advantage.
Comfort working across time zones in a remote setting and willingness to travel occasionally to key resort locations as needed.

Work arrangement
Yes