Manager: Product Sales & Services

Job Summary

The In-Resort PSS Leader will lead a resort-based PSS and parking teams and be responsible for executing the PSS strategy through strong operational excellence, workforce management, and standardized service delivery. The role will report directly to the resort GM and will be part of the in-resort leadership team supporting the GM/COO and Skier Services leader. The In Resort PSS leader will be held accountable for delivering an Experience of a Lifetime for our Employees and Guests, which, in turn, will drive Vail Resorts' worldwide growth and profitability.

Job Responsibilities

• Understand and execute on the vision, strategy, and roadmap for the evolution of in-resort Guest Service Delivery, including people, processes, and technology
• Foster a customer-focused environment and mindset to ensure delivery of an exceptional guest experience through all stages of the guest journey
• Develop and implement the processes and reporting necessary to manage a function, and ensure that appropriate standards are in place to evaluate and optimize service delivery and service quality
• Through strong communication and listening, serve as a consultative partner to resort leaders, line of business partners (Ski School, Scanning, etc), and external stakeholders to continuously improve and scale service delivery
• Monitor labor and service trends and identify opportunities for continuous improvement to enhance processes, increase quality, and reduce operating expenses
• Manage local budget and expenses
• Create high-performing teams and a culture focused on value creation, delivering results, guest service, and leadership development for career progression
• Support the creation of an effective Guest Services organizational culture, including partnership with peers
• Develop high-performing teams by increasing the high-potential employee mix and ensuring solid succession planning
• Responsible for ensuring smooth and efficient parking operations while delivering a friendly, welcoming arrival and departure experience for guests and employees, continuously enhancing the overall parking experience

Leadership Qualities

• Trusted partner: possesses the technical expertise, business acumen, communication skills, and good judgment to provide resort leaders with an objective and independent point of view on broader guest service issues. Has a proven track record of working well as a member of a team of leaders, an ability to influence major decisions through reasoned analysis, and good judgment about people and business issues. Able to constructively challenge and hold others accountable
• Leadership and management: demonstrated track record of leading, motivating, and developing a team of high-performing professionals. Leads by example, possesses a strong work ethic, is collaborative, and embraces a passion-driven, results-oriented leadership model. Has high self-awareness, is decisive, and maintains authentic humility. Possesses energy, drive, and an ability to execute. Is flexible, agile, and resilient, and can adapt quickly in a rapid-paced executive-level environment. Embraces personal leadership development, with an openness to stretch and pursue leadership range and flexibility

Job Requirements

• Bachelor’s degree preferred or equivalent experience
• 5 years relevant experience
• 3-5 years of leadership experience, managing teams
• Proven ability to lead and inspire a team with a focus on team engagement and development
• Strong operational management capabilities and experience managing large delivery-focused teams, both internal and external
• Ability to set strategic vision and operationalize the vision into an execution plan/roadmap
• Proven ability to make judgment calls and sound, ethical decisions, displaying a heightened level of responsibility, confidentiality, integrity, and professionalism
• Strong attention to detail and high work standards in support of accurate, flawless delivery