Manager: Product Sales & Services

Vail Resorts•Keystone, FL

6d•Onsite

About The Position

The Product Sales & Service (PSS) Manager will lead a resort-based PSS team and be responsible for executing the PSS strategy through strong operational excellence, workforce management and standardized service delivery. The PSS Manager will be held accountable to deliver an Experience of a Lifetime for our Employees and Guests, which, in turn, will drive Vail Resorts growth and profitability around the world. In this capacity, the PSS Manager will be focused on scheduling, hiring, onboarding, training, performance management, development, labor optimization, day-to-day operations, and guest service de-escalation. In resort leaders will have regular communication and partnership with the Center of Excellence (COE) team to provide continuous feedback and improvement for the execution of the strategy in resort.

Requirements

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, possess 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 can adapt quickly in a rapid-paced environment.
Embraces personal leadership development, with an openness to stretch and pursue leadership range and flexibility.
Passion for Vail Resorts’ business strategy and product.
Strong learning agility.
Enjoys and excels in environments where they must tackle and solve new and increasingly complex strategic business challenges and issues—incorporating the newest ideas, technologies, and approaches to business.
Experienced team leader who continuously aligns team priorities, holds team members accountable to achieve their best performance, and coaches team members to grow and develop.
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

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 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.
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.
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.