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Director of Customer Service Center

Date:  Jun 5, 2021
Location: 

Broomfield, CO, US

Company:  Vail Resorts
Shift Type:  Year Round

Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 

 

Job Summary

 

The Director, Corporate Sales and Services (CSS) will lead a customer-centric team focused on delivering an Experience of a Lifetime for our Guests.  The Director will be responsible for delivering operational excellence driving forward a key strategic priority to build a scalable, efficient Customer Service organization which, in turn, will drive Vail Resorts growth and profitability around the world.  

 

This leader will oversee a customer service organization and will report to the Vice President of Guest Services at Vail Resorts. In this capacity, the Director will be accountable for leading our internal customer support team, managing our external vendors, advanced media fulfillment, and partnering with key stakeholders across Marketing, Finance and our broader Contact Centers organization. The Director will have the opportunity to analyze, set and drive the overall strategy and roadmap for centralized Guest Services. They will use operational experience, data-driven insights and business acumen to identify the greatest areas of opportunity to Elevate the Guest Experience at Vail Resorts.

 

Job Responsibilities

 

  • Execute on the customer service vision, build the roadmap for the evolution of Centralized Guest Service Delivery including people, processes and technology
  • Foster a customer-focused environment and mindset to ensure delivery of an exceptional guest experience
  • Develop and implement the processes and reporting necessary to manage a multi-tier service center and ensures appropriate standards are in place to evaluate and optimize service delivery and service quality; including monitoring and management of calls, emails, data entry, surveys, etc.
  • Serve as a strong consultative partner to marketing, operations and other functional leaders to continuously improve and scale service delivery, including training needs, development of new or updating knowledgebase content, escalated case management, process improvements
  • Monitor service trends and identify opportunities for continuous improvement to enhance processes, increase quality and reduce operating expenses 
  • Monitor call efficiency metrics, transaction volumes and staffing levels to forecast and ensure adequate coverage for all shifts, overtime forecasts, etc., in addition to, managing demand and resource planning to identify long-term staffing requirements (trend data, etc.) for planning and budgeting process.
  • Develop and implement standards for content management within the centralized knowledgebase while ensuring overall statutory and regulatory compliance, security and business continuity. 
  • Cultivate vendor relationships – actively engage new and existing vendors to align with service level goals and strategies, drive value through product pricing and expansion of offerings, leverage vendor system training and support.
  • Develop a high performing team by increasing the high-potential employee mix, ensuring solid succession planning, and maintaining long-term organizational strategic designs.

 

Job Requirements

 

  • Bachelor’s degree required
  • 10 years relevant experience
  • 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

 

The budgeted range starts at $84,000 - $140,250 + annual bonus + equity.  Actual pay will be adjusted based on experience.
 

The perks include a free ski pass, and a set of benefits including... 

  • Medical, Dental, Vision insurance, and a 401(k) retirement plan  
  • Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
  • Paid Parental Leave for eligible mothers and fathers  
  • Healthcare & Dependent Care Flexible Spending Accounts  
  • Life, AD&D, and disability insurance 

 

We offer a variety of career opportunities at our world-class resorts and corporate headquarters near Boulder, Colorado in fields like Finance & Accounting, Human Resources, Information Technology, Legal, Public Affairs & Sustainability, Marketing, Sales & Communications and more. Our corporate team shares both a passion for the outdoors and a drive to re-imagine the mountain resort experience around the world. Learn more at www.vailresortscareers.com
 

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

VRMKT
Requisition ID 304727


Nearest Major Market: Denver