VP, Reservations & Customer Care

The Role

The Vice President, Reservations and Customer Care is responsible for the strategic leadership and operational excellence of IHG’s global customer contact ecosystem, encompassing 10 global service centers—both owned and outsourced. This role leads the evolution of IHG’s customer engagement model, driving the shift toward digital-first service while ensuring high-touch human support remains at the heart of key guest moments. The VP ensures all contact strategies are aligned to commercial goals, brand standards, and guest expectations, with a clear focus on innovation, efficiency, and revenue growth.

Your Day-to-Day

Strategic Leadership

Define and execute the global strategy for Reservations and Customer Care, aligning operational priorities with IHG’s vision and objectives. Transform the contact center network to a digitally enabled, omnichannel ecosystem, and oversee the roadmap for next-gen service capabilities like automation, AI, self-service, and intelligent routing. Establish a future-ready operating model optimizing the mix of captive centers and BPO partnerships globally.

Customer Experience Enhancement

Champion a guest-first mindset across all service channels, ensuring interactions reflect IHG’s brand promise. Enhance key guest moments with a blend of digital convenience and human care. Drive continuous improvement in CSAT, NPS, and FCR through data-driven quality assurance and VOC insights, ensuring service accessibility and consistency across languages, geographies, and brands.

Revenue Growth and Performance Optimization

Maximize the commercial value of contact centers by improving reservation conversion, upsell performance, and cross-sell of loyalty and ancillary products. Identify and implement cost optimization opportunities while maintaining service quality and brand standards. Partner with Revenue Management, Sales, and Marketing to align contact center strategies with seasonal campaigns, pricing changes, and demand drivers, while tracking and managing performance metrics like cost per contact, digital containment, and productivity benchmarks.

Cross-Functional Collaboration

Act as the strategic liaison between Customer Care and key global functions, influencing enterprise decisions that impact the guest journey. Ensure the voice of the contact center is represented in global experience design. Collaborate with Product and Tech teams to deploy service-enabling technologies like AI, bots, CRM enhancements, and knowledge platforms.

Team Leadership and Development

Lead a diverse, global team, fostering a culture of agility and innovation. Drive performance through talent development, accountability, and continuous improvement. Encourage teams to adapt quickly to emerging guest needs and tech advancements.

What we need from you

• Bachelor's degree required; Master’s degree or MBA preferred.
• 15+ years in contact center operations and at least 5 years in a senior global leadership role overseeing large-scale service and sales teams.
• Digital Transformation and AI: Proven expertise in contact center digital transformation and AI integration. Experience managing large BPO networks across geographies.
• Technical Skills: Strong understanding of CRM, WFM, QA, and omnichannel technologies.Deep knowledge of customer service best practices in hospitality or service sectors.
• Commercial Acumen: Ability to link service strategies to revenue impact.  Expertise in managing large-scale operational and capital budgets with strong financial acumen.
• Team Management: Experience managing complex, distributed teams worldwide. Foster collaboration across varied functions and geographies.
• Leadership and Development: Build strong leadership capability through talent development, coaching, and succession planning.

Location: Atlanta, GA preferred.   

Travel: 30-40%

The salary range for this role is $147,084 to $300,000.  This role is also eligible for bonus pay (as applicable). We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401K, and other benefits to employees. 

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