Director, Web Chat

Summary

:

Reporting to our Vice President of Sales you will lead a team of 90+ professionals across sales and customer service, driving revenue growth and guest satisfaction through strategic web chat initiatives. This role is responsible for optimizing chat operations, integrating AI technologies, and fostering a culture of high performance and continuous improvement. The ideal candidate will be a leader with a passion for digital engagement, operational excellence, and team development.

You will ensure the sales department operates as high-performing, revenue-generating channels by equipping agents with the right tools, messaging, and opportunities to effectively convert inquiries into sales as well as effectively servicing Viking guests.

This is a hybrid position based in our Woodland Hills, CA office. You will be required to adhere to our hybrid work policy, working from our office Monday and Thursday plus one additional weekday on a weekly basis.

Job Responsibilities:

• Strategic Planning & Execution: Establish and execute KPI metrics (targets, goals, and strategic objectives) in collaboration with leadership. Develop and implement web chat sales strategies to exceed company goals, including detailed plans to deliver revenue targets and optimize conversion strategies.
• Sales & Guest Experience Leadership: Own and scale the sales process and guest experience by hiring, coaching, and empowering managers. Partner with Learning & Development to design training programs that enhance chat agent performance in sales conversion, service excellence, and product knowledge.
• Cross-Functional Collaboration: Work closely with Marketing to drive revenue and with Technology to implement enhancements. Evaluate and integrate emerging technologies (e.g., chatbots, predictive analytics, sentiment analysis) to improve agent productivity and guest experience.
• Performance & Quality Management: Monitor key KPIs, refine scripts and workflows, and coach teams to increase guest satisfaction and revenue. Establish QA protocols to ensure compliance and uphold brand standards.
• Operational Excellence: Ensure adherence to operational standards and compliance protocols. Oversee documentation, payroll accuracy, performance monitoring, and training initiatives within the management team.
• Engagement & Change Management: Collaborate with stakeholders across all levels of the organization. Lead the team through organizational and technological changes with clear communication and minimal disruption. Facilitate inclusive dialogues to ensure all voices are heard and valued.
• Forecasting & Trend Analysis: Maintain accurate forecasts and dashboards to inform strategic decisions. Monitor emerging trends and adjust strategies to stay ahead of industry shifts.
• People Leadership: Proven ability to manage and motivate both sales and service agents and align to company expectations and goals

Job Requirements:

• Bachelor’s degree preferred
• 5–10 years of experience in web chat sales and customer service, ideally in high-growth environments
• 5+ years leading large-scale digital engagement and sales teams
• Proven success managing executive relationships and driving performance in metrics-driven organizations
• Deep expertise in web chat platforms, conversational AI (e.g., ChatGPT), and chat analytics
• Skilled in optimizing workflows, conversion funnels, and customer segmentation
• Familiar with omnichannel strategies across voice, email, and social media
• Proficient in MS Office, CRM systems, Power BI, and workforce management tools
• Strong ability to interpret and act on real-time performance data

What We Offer You:

• Highly competitive compensation plans
• Salary range $135,000 - $160,000 annually determined by a myriad of factors including, but not limited to, years of experience, depth of experience, individual qualifications, and other relevant business considerations. Historic annual average commission of $60,000 (based on overall department performance and the terms of the applicable commission plan) Employees are eligible for annual discretionary bonus. 401(k) plan with company match.
• Full benefits including medical, dental, vision, life and disability insurance at a highly subsidized rate (some plans are fully paid by Viking).
• Accrue paid vacation days based on your company tenure, sick time accrual by state, and 6 paid holidays per year.
• Opportunity to take a free and/or discounted cruise.
• Highly subsidized gym membership.
• Discounts on theatres, theme parks, movie tickets, travel discounts through IATA membership and too many more discounts to name.

Viking is a certified Great Place to Work company. This certification is a result of our commitment to excellence, integrity and our teams’ outstanding contributions.

About Viking

Viking was founded in 1997 and provides destination-focused voyages on oceans, rivers and lakes around the world. Designed for experienced travelers with interests in science, history, culture and cuisine, Chairman Torstein Hagen often says Viking offers experiences for The Thinking Person®.

Viking has more than 250 awards to its name, including being rated #1 for Rivers, #1 for Oceans and #1 for Expeditions by Condé Nast Traveler and voted at the top of its categories by Travel + Leisure. No other cruise line has ever received these same honors by both publications at the same time.