Instruction Manager

Mt. Baker Ski Area, Inc.•Glacier, WA

1d•$34 - $40•Hybrid

About The Position

The Instruction Department Manager is responsible for the overall operation, staffing, administration, and development of the Instruction Department. This highly visible position works closely with employees, guests, ski area leadership, other departments, and external partners to ensure programs are well organized, appropriately staffed, and delivered with a consistent focus on safety, guest service, and employee support. This position may be filled by two managers working collaboratively to lead the department. The structure allows each manager to lean into their individual strengths while sharing responsibility for the department as a whole. Areas of ownership may be shaped around the experience and skills of the selected candidates, with an emphasis on clear communication, coordinated decision-making, and maintaining a cohesive department vision and consistent experience for employees and guests. Successful employees in this role are organized, approachable, and comfortable working in a fast-moving environment. This position requires strong judgment, consistent follow-through, and the ability to move between employee leadership, guest concerns, operational decisions, administrative work, and program development. They are motivated to build on the department’s existing foundation while bringing the experience, creativity, and fresh perspective needed to help its programs grow in step with the ski area as a whole. A genuine enthusiasm for skiing, snowboarding, and the mountain environment—and a desire to share that experience with the next generation—is central to this role.

Requirements

High school diploma or equivalent.
Experience leading employees, coordinating teams, or overseeing programs in a guest-facing or operational environment.
Strong written and verbal communication skills.
Strong organizational skills, sound judgment, and consistent follow-through.
Ability to learn and work effectively with scheduling, payroll, reservation, and point-of-sale systems.
Enthusiasm for skiing, snowboarding, and creating positive mountain experiences for others.
Complete required annual Mt. Baker Ski Area training, including: Wage and Hour Training, Anti-Harassment Reporting Training, Assigned department training, In-person leadership training before the season.
Employment is contingent upon successful completion and review of required background screening. Applicants listed on the National Sex Offender Registry are not eligible for this position.

Nice To Haves

Bachelor’s degree in business administration, hospitality, recreation, or a related field.
Leadership experience in snowsports, recreation, hospitality, or the outdoor industry.
Experience with seasonal hiring, onboarding, workforce planning, scheduling, or program development.
Experience using payroll, reservation, scheduling, or point-of-sale systems.

Responsibilities

Provide overall leadership for the staffing, organization, performance, and continued development of the Instruction Department.
Establish clear areas of ownership between managers while maintaining coordinated decision-making and consistent expectations.
Ensure operational and administrative responsibilities remain covered during scheduled days off, changing conditions, and peak periods.
Develop and communicate department priorities, procedures, and seasonal plans.
Work with ski area leadership to address department needs, support broader operational priorities, and maintain a cohesive direction for employees and guests.
Oversee daily lesson and program operations, adjusting staffing, instructor assignments, and priorities based on guest needs, changing conditions, and operational demands.
Develop staffing plans and schedules based on reservations, enrollment, business levels, instructor qualifications, and department needs.
Respond to call-offs, coverage gaps, weather impacts, and other changes while maintaining safe and effective operations.
Coordinate with other departments regarding mountain conditions, guest access, facilities, equipment, transportation, and other program needs.
Participate in daily operations meetings and ensure relevant information is communicated to department employees.
Lead department recruiting, interviewing, hiring, onboarding, training, and seasonal workforce planning.
Provide clear expectations, communication, coaching, and accountability for department employees and leadership staff.
Support supervisors, leads, coordinators, and instructors in resolving employee, guest, and operational concerns.
Work with Human Relations on employee relations, performance concerns, accommodations, leave, and other employment matters.
Promote a positive, respectful, and team-oriented department culture.
Ensure employees follow company policies, department procedures, safety expectations, and wage and hour requirements.
Ensure instructors complete required training and maintain the certifications and qualifications needed for their assigned roles and programs.
Oversee department administrative systems, including employee records, training documentation, timekeeping review and approval, reporting, and employee communication.
Lead the administrative development and ongoing maintenance of lesson programs, products, pricing, reservations, and point-of-sale configuration.
Ensure department systems and records remain accurate, current, and aligned with operational needs.
Work with administrative and business systems staff to improve processes, resolve system issues, and support program changes.
Monitor staffing costs, department spending, and program performance to support responsible financial and operational decisions.
Maintain a visible and approachable presence for guests and families while supporting employees with questions and service concerns.
Ensure guests receive accurate and timely information about lessons, programs, policies, scheduling, and next steps.
Respond to complex questions, concerns, refund requests, and service issues with sound judgment and professionalism.
Support employees with difficult interactions and step in when manager-level involvement is needed.
Identify recurring concerns and recommend improvements to communication, program delivery, and the guest experience.
Lead the planning, development, evaluation, and improvement of lessons, seasonal programs, and other instruction offerings.
Build productive relationships with community partners, schools, clubs, and other external stakeholders.
Represent the department in program planning and meetings with internal and external partners.
Coordinate program expectations, communication, and follow-through across participating groups.
Evaluate participation, staffing capacity, guest feedback, and operational results when considering program changes or new opportunities.
Ensure new and expanded programs are realistic, appropriately staffed, financially responsible, and aligned with the department’s vision and ski area operations.
Promote a strong safety culture and ensure employees follow department and company safety expectations.
Ensure operations follow company policies, training requirements, risk-management practices, and established procedures.
Respond appropriately to incidents, injuries, guest concerns, and operational risks, including timely communication and documentation.
Maintain familiarity with emergency procedures and coordinate with Patrol, mountain operations leadership, and other departments as needed.