Senior Manager: Product Sales & Services

Job Summary

The In Resort PSS Leader will lead a resort-based PSS team and execute the PSS strategy through strong operational excellence, workforce management, and standardized service delivery. Reporting directly to the Base Experience Director, the role supports the GM/COO and/or Base Experience team.

Job Responsibilities

• Understand and execute on the vision, strategy, and roadmap for evolving 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 throughout the guest journey.
• Develop and implement processes and reporting necessary to manage a function and ensure appropriate standards are in place to evaluate and optimize service delivery and 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 a high-performing team and 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 a high-performing team by increasing the high-potential employee mix and ensuring solid succession planning.

Leadership Qualities

• Trusted Partner: Possesses 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, influencing 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 and results-driven 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 has the ability to 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 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