Director, Performance & Experience Management

Vail Resorts • Broomfield, CO

1d • Hybrid

About The Position

Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you! Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first).

Job Summary
The Director, Performance and Experience Management owns GSS experience standards, KPIs, partner performance, and proactive risk mitigation across enterprise shared services. This role partners daily with functional leaders, GSS operations teams, Technology, vendor partners, and TMO stakeholders to make service performance visible, identify experience and delivery risks early, and drive consistent service delivery. As services expand and transition toward AI-enabled models, the role ensures performance expectations, experience measures, service standards, and partner accountability routines evolve with the operating model.

Requirements

• Service performance and experience management expertise, with demonstrated ability to define standards, KPIs, SLAs, scorecards, quality measures, and service review routines that drive consistent execution.
• Partner performance management capability, including internal and external service reviews, root cause analysis, corrective action, escalation discipline, accountability routines, and follow-through.
• Proactive risk mitigation mindset, with the ability to use trends, signals, service issues, and stakeholder feedback to identify emerging risks before they become systemic.
• Ability to translate performance signals, guest and employee feedback, operational issues, service trends, and partner performance into practical improvement actions.
• Voice-of-customer capability, including the ability to design feedback channels, synthesize customer themes, distinguish isolated issues from systemic trends, and ensure insights become owned actions and measurable experience improvements.
• Strong daily partnership and influence across functional leaders, GSS operations, Technology, AI Transformation, vendor partners, analytics partners, compliance partners, and governance stakeholders.
• Operational excellence orientation, including the ability to build repeatable routines, tools, scorecards, dashboards, service reviews, and action-tracking mechanisms that improve consistency and adoption.
• Ability to lead through ambiguity, simplify complex service issues, identify root causes, and drive decisions that improve performance, experience, partner accountability, and risk mitigation.
• Business and financial acumen to connect service experience, quality, efficiency, risk reduction, partner performance, and service transition outcomes to measurable enterprise value.
• Practical technology and AI-enabled service fluency to adapt KPIs, service standards, experience measures, risk controls, and partner routines as services transition over time.
• Executive-ready communication and storytelling to explain performance, experience, risk, efficiency, and partner outcomes in a clear, practical, and decision-oriented way.

Responsibilities

• Own GSS experience standards across employees, managers, functional partners, guests, and other service users, ensuring expectations are clear, measurable, and consistently managed.
• Define and maintain the KPI, SLA, quality, scorecard, and service review framework that makes GSS performance visible, actionable, and tied to service outcomes.
• Manage partner performance routines with internal and external delivery partners, including service reviews, root cause analysis, corrective action planning, escalation, and follow-through.
• Partner daily with functional leaders and GSS operations teams to identify service issues, experience gaps, risk trends, and performance barriers before they become systemic.
• Translate service data, customer feedback, partner performance signals, and operational trends into practical service recovery, risk mitigation, and continuous improvement actions.
• Develop and manage voice-of-customer routines across key service users, using feedback to identify themes, prioritize improvements, and close the loop on experience issues.
• Establish proactive risk mitigation routines for service delivery, including trend monitoring, issue prevention, escalation discipline, ownership clarity, and mitigation tracking through completion.
• Partner with Intake, Implementation & Scale Director to ensure new or transitioning services enter steady-state management with clear performance baselines, experience expectations, service measures, partner routines, and accountability mechanisms.
• Evolve performance and experience management practices as services transition to AI-enabled models, ensuring measures, service standards, risk controls, and partner expectations remain relevant.
• Communicate performance, experience, risk, and partner outcomes to GSS and TMO leaders in a clear, decision-oriented way.

Benefits

• Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development
• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed