Director, Travel Commercial & Operations
Marriott Vacations Worldwide · Interval Corporate Office Sunset
Business Context
Interval International has been a trusted leader in the travel exchange industry for 50 years, known for our commitment to exceptional service and meaningful experiences. As we embrace a new chapter, we’re investing in transformative change to keep our offerings fresh and relevant for today and tomorrow’s members. Guided by a deep respect for our legacy, we’re on the lookout for forward-thinking individuals who can bring innovative ideas, build meaningful relationships, and contribute to shaping the next chapter of travel and exchange.
This position is with Interval International, Inc., an operating business of Marriott Vacations Worldwide Corporation (“MVW” or “the Company”).
Marriott Vacations Worldwide (MVW) is a leading global vacation company that offers vacation ownership, exchange, rental and resort and property management, along with related businesses, products, and services. The Company has over 120 vacation ownership resorts and approximately 700,000 owner families in a diverse portfolio that includes some of the most iconic vacation ownership brands.
Job Summary
Reporting to the Vice President, Global Marketing, the Director, Interval Travel Commercial Operations leads Interval's Cruise operation, with accountability for commercial performance, supplier strategy, operational execution, and building the foundation for a scalable travel business. The role leads high-volume outbound sales and member service operations, develops frontline agents, and scales the processes, tools, and capabilities needed to increase bookings, conversion, and customer value.
The Director partners across Sales, Revenue Management, Global Marketing, Digital, Technology, Finance, and Operations to market and deliver cruise offerings, align available inventory with member demand, and translate customer, industry, and financial insights into measurable results. Serving as the organization’s internal cruise industry authority, this leader strengthens supplier partnerships, establishes performance expectations, removes operational barriers, and builds the capabilities required for profitable, sustainable growth.
Expected Contributions
Commercial Growth & Cruise Strategy
- Develop and execute the long-term strategy and annual business plan for the Cruise and Hotel product lines, aligned with company growth objectives.
- Define the product roadmap, market positioning, and member value proposition for Cruise and Hotel offerings.
- Identify and prioritize new products, bundled offerings, exclusive benefits, loyalty-focused experiences, and other opportunities that differentiate the portfolio.
- Partner with Marketing, Sales, Digital, and Technology to position products effectively, strengthen customer acquisition, and increase conversion.
- Serve as the organization’s internal authority on the cruise industry, providing insight into market trends, competitive developments, supplier capabilities, inventory, and emerging opportunities.
Financial Performance
- Own revenue, bookings, conversion, margin, forecast accuracy, and expense performance within the approved business plan.
- Identify and prioritize opportunities to increase bookings, strengthen member engagement, improve conversion, and drive profitable growth.
- Partner with Sales and Marketing to translate member demand, available inventory, supplier promotions, and market opportunities into targeted campaigns and sales initiatives.
- Develop business cases, investment recommendations, and action plans based on customer demand, competitive position, operational readiness, and expected financial return.
- Evaluate promotional strategies, sales performance, product offerings, and customer acquisition opportunities to improve commercial outcomes.
- Maintain clear accountability for business results and initiate corrective action when performance falls below expectations.
People Leadership
- Build, lead, and develop a high-performing team across commercial, operational, and travel service functions.
- Establish clear goals, priorities, performance expectations, decision rights, and development plans.
- Create a culture of accountability, customer focus, collaboration, and continuous improvement.
- Develop leaders and build the capabilities needed to support future growth.
Travel Sales & Service Operations
- Lead outbound travel sales, booking, fulfillment, modification, cancellation, and customer support operations.
- Drive bookings, conversion, customer satisfaction, and operational performance.
- Establish service standards, workflows, quality measures, and operating disciplines that support a consistent member experience.
- Ensure the travel advisor team has the training, tools, supplier knowledge, and operational support needed to effectively serve members.
- Build scalable processes and operating practices that support future growth.
Customer Experience Optimization
- Own and continuously improve the customer journey across Cruise and Hotel products, from discovery and booking through fulfillment, modification, cancellation, and post-travel support.
- Identify customer pain points and lead cross-functional initiatives that make it easier for members to explore, purchase, and manage travel experiences.
- Use customer feedback, behavioral insights, service data, and sales interactions to guide product, process, and service enhancements.
- Partner with Technology, Marketing, UX, Sales, and Operations to improve engagement, satisfaction, loyalty, and repeat booking.
- Ensure travel products and service experiences consistently reflect and strengthen the brand promise.
Supplier & Partner Management
- Build and manage strategic relationships across the Cruise and Hotel supplier portfolio.
- Negotiate contracts, commercial terms, inventory commitments, service expectations, and partnership agreements that create value for members and the business.
- Establish supplier governance, performance measures, business reviews, and corrective action plans.
- Leverage supplier relationships to secure differentiated inventory, exclusive offerings, enhanced benefits, promotional support, and distinctive travel experiences.
- Monitor supplier performance, compliance, commercial outcomes, service quality, and alignment with brand standards.
Analytics, Performance & Governance
- Define and monitor performance across revenue, bookings, conversion, margin, call activity, productivity, customer engagement, supplier performance, service quality, and operational efficiency.
- Lead forecasting, executive reporting, dashboards, business reviews, and performance-management routines.
- Establish KPIs and operating rhythms that create visibility, clarify accountability, and support timely decisions.
- Translate performance trends and complex data into clear priorities, investment recommendations, and corrective actions.
- Translate business, customer, sales, and operational insights to guide resource allocation, strategic planning, and continuous improvement.
Education
- Bachelor’s Degree in Marketing, Business Administration, Communications, or related discipline or equivalent work experience.
Work Experience
- 10+ years of progressive leadership experience in cruise, travel, hospitality, vacation ownership, or related industries with responsibility for commercial strategy, business performance, pricing, product management, or P&L outcomes.
- Proven experience leading and developing teams, including at least three years of people leadership, with a track record of scaling operations, processes, and organizational capability.
- Strong operational leadership experience in customer service, contact center, sales support, fulfillment, or service delivery environments.
- Demonstrated success using analytics, forecasting, pricing, and yield management to drive growth, profitability, and operational performance.
- Deep knowledge of the cruise, hotel, hospitality, vacation ownership, or travel industry, including supplier partnerships, inventory management, distribution channels, and customer acquisition; Cruise and/or Hotel expertise strongly preferred.
Skills and Attributes
- Strategic thinker with strong business judgment and decision-making skills.
- Proven ability to influence, collaborate, and build relationships across all levels of the organization.
- Effective communicator and presenter with strong written and verbal communication skills.
- Skilled at leading through change, managing competing priorities, and driving alignment in a fast-paced environment.
- Strong stakeholder management, negotiation, and conflict-resolution capabilities.
- Analytical and data-driven, with the ability to translate insights into action.
- Experience working across diverse teams and matrixed organizations.
- Proficiency with Microsoft Office and business intelligence tools; experience with Qualtrics, Adobe Analytics, Adobe Campaign, Business Objects, or similar platforms preferred.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.