VOC, System Administrator

2 weeks ago

Fort Lauderdale, Florida, United States Daily Management Inc Full time $60,000 - $100,000 per year
Join Vacatia and Help Build the Future of Hospitality Experiences

Location: Fort Lauderdale, FL (Hybrid)

At Vacatia, we're reinventing how people vacation—and how modern technology and customer insights enhance every step of the journey. As a leader in resort and rental management, we combine hospitality expertise with smart solutions to deliver world-class guest experiences and efficient operations. We're now hiring a VOC (Voice of the Customer) System Administrator to manage and optimize our customer feedback platforms, ensuring insights drive guest satisfaction, loyalty, and operational excellence across our portfolio.

Why You'll Love Working at Vacatia

  • Impact That Matters: Your work will directly influence how we understand and respond to guest, owner, and associate feedback.

  • Technology Meets Hospitality: Administer and optimize cutting-edge VOC platforms to connect customer insights with business performance.

  • Growth & Innovation: Drive improvements in survey design, reporting, and process automation that shape the future of our customer experience programs.

  • Collaborative Culture: Partner with Operations, Marketing, Technology, and Revenue Management to transform data into action.

Your Impact

  • Configure, maintain, and troubleshoot VOC platforms (e.g., Medallia, Qualtrics) to ensure uptime, accuracy, and seamless integrations with CRM, PMS, and other systems.

  • Manage survey deployment, distribution lists, and response collection workflows.

  • Build and maintain reporting dashboards to track KPIs such as NPS, CES, satisfaction, and loyalty.

  • Automate data flows and reporting to provide timely insights for leadership.

  • Monitor survey response and data quality, making real-time adjustments as needed.

  • Generate regular and ad hoc reports to highlight risks, opportunities, and trends.

  • Collaborate with cross-functional teams to ensure VOC insights align with occupancy, revenue, and guest experience goals.

  • Provide training and support to end users, enabling teams to interpret and act on VOC data.

  • Support closed-loop feedback initiatives and service recovery workflows.

  • Document system configurations and reporting processes to ensure compliance and scalability.

What You Bring

  • Bachelor's degree in Business, Data Analytics, Information Systems, or related field (or equivalent experience).

  • 3+ years of experience administering VOC platforms (Medallia, Qualtrics, or similar).

  • Strong technical skills with system configuration, integrations, and troubleshooting.

  • Proficiency in Microsoft Excel and BI tools (Tableau, Power BI, or similar).

  • Strong analytical skills with the ability to translate data into actionable insights.

  • Excellent communication and presentation skills for cross-functional collaboration.

  • Highly organized with attention to detail and the ability to manage multiple priorities.

Bonus Points For:

  • Experience in hospitality, timeshare, or resort management environments.

  • Familiarity with Salesforce CRM or PMS integrations.

  • Previous involvement in VOC program design, survey creation, or customer experience strategy.

Be Part of Something Bigger

If you're passionate about turning customer feedback into business transformation and thrive at the intersection of technology and hospitality, we'd love to meet you. Join us as we scale our platform, grow our team, and transform how families experience vacations.

Apply today and help Vacatia amplify the voice of the customer across the future of hospitality.

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