What are the responsibilities and job description for the Lead Owner Relations Manager position at Vacation HR?
The Lead Owner Relations Manager serves as a senior relationship leader for Village Realty property owners and supports consistent execution across the owner-relations team. The role manages a portfolio of complex or high-value owner relationships, leads escalations and service recovery, coaches team members, monitors satisfaction and retention risk, and coordinates cross-functional solutions. This position supports the Director of Owner Relations/Director or Operations with standards, reporting, coverage, and improvement initiatives while operating within delegated authority.
Essential Responsibilities
• Manage an assigned portfolio of owner relationships and provide timely, accurate communication, documented follow-through, and proactive support
• Lead complex owner escalations and service-recovery efforts, coordinate action plans, and approve routine remedies within delegated authority.
• Coach Owner Relations Managers and specialists, support onboarding and quality reviews, and provide team coverage when needed
• Monitor owner satisfaction, retention and churn risk, response and resolution times, open commitments, and recurring concern trends
• Conduct owner performance reviews and clearly explain operational results, financial information, property performance, and approved recommendations
• Partner with operations, revenue management, finance, guest services, business development, and legal resources to resolve owner concerns
• Maintain accurate account notes, escalation records, risk assessments, commitments, action plans, and supporting documentation
• Identify recurring issues and recommend approved improvements to owner communications, reporting, systems, services, and team workflows
• Support the Director of Owner Relations with portfolio reporting, priority projects, workload coordination, standards, and leadership coverage.
Decision Making and Scope
Primary decisions: May prioritize assigned cases and portfolio activity, coordinate team work, approve routine owner remedies within delegated limits, coach employees, and recommend retention or process actions.
Escalation points: Escalate threatened litigation, regulatory contact, contract disputes, discrimination or harassment allegations, material financial concessions, data-security concerns, media inquiries, termination risk, and commitments outside delegated authority.
Financial or asset responsibility: Accountable for confidential owner, property, contract, and financial information; credits or concessions within delegated limits; company equipment; and access to operational, reporting, and relationship-management systems.