VP Operations Support & Guest Experiences

Recruiter for the role

Paul Williams Purpose of the job

• The VP Operations Support and Guest Experience drives the guest experience vision, mission, and corporate strategy across AD’s growing US network of airport lounge experiences. Leading a team of operational and guest experience directors and managers, the position oversees all support functions and activity that establish base protocol for QHSE compliance, labor planning/KPI’s, learning & development initiatives and asset management. In addition, the role guides guest experience development including the evolution of the networks F&B proposition. The role leads the insights/analytics team to drive decision making/policy through data.
• The VP Operations Support and Guest Experience will focus on the USA lounge network with a view of global Airport Dimensions activity so that best practice can be templated and spread throughout the growing network of Airport Experiences in a rapidly growing organization. Retaining consistent oversight and control is an essential part of managing growth efficiently and consistently to ensure business can grow sustainably for the long-term.
• This position is responsible for development and oversight of costs associated with operations support and guest experience.
• The role will be responsible for establishing improvements in operational performance leading to appropriate customer satisfaction, in-lounge staff engagement/collaboration that leads to improved EBITDA as a direct result of process improvement.
• A strategic thinker who can distil strategy down to a tactical approach in how to support the operational team enabling the drive of brand standards in line with the Airport Dimensions brand pillars, values - all underpinned by a brand promise, vision and mission
• Together with other senior internal and external management, this VP will focus on issues of major significance, setting company goals and developing business strategies, often requiring coordination and collaboration across departments & business units.
• The VP Operations Support and Guest Experience is a pivotal position that will facilitate the development of AD’s airport experiences within the US, compliantly, profitably and sustainably setting new standards which benefit both AD and shareholder value.

Key Responsibilities

• Management of a departmental team with multiple direct reports focused on their own areas of expertise. Developing a collaborative approach that joins all ops support activity together with common goals working in conjunction with cross departmental leadership.
• Working with the direct operational management team to support their objectives of driving brand standards on a day-to-day basis – support activity should allow direct operational managers to be present in the business applying continuous improvement through supported initiatives.
• Work with and influence partners to deliver guest experience and operations strategy, structure, and processes.
• Build internal cross department relationships supporting the same accordingly, reflecting a collaborative approach that means projects are delivered on-time, on budget and to stakeholder satisfaction.
• Review how global systems, tools and other AD propriety material can be best utilized within the region building operational project plans to implement the same within vendor partner organizations.
• Review, develop and implement appropriate training regimes that ensure there is business compliance in all areas that also looks to promote a positive guest and colleague experience within our operating entities.
• Nurture, monitor and evaluate third-party provider relationships leveraging AD’s network expansion.
• Set improvement targets within partners SLA’s that will be monitored and reported against multiple levels within the stakeholder structure.
• Provides guest experience thought leadership, strategic consulting and market perspective to key stakeholders on strategies and risks, including significant trends and competitive positioning.
• Be active with operations and guest experience financial strategy and ensure budgets and financial allocations are aligned to operational strategic priorities.
• Contribute to the quarterly and annual budgeting process and P&L responsibilities.
• Monitor performance to proactively identify efficiency issues and propose solutions.
• Working with the AD global team establish operational benchmarks and resources needed to achieve strategic goals, proactively driving improvements as necessary.
• Provide guidance and direction regarding data insights obtained through customer engagement performance ratings and operational performance statistics.
• Drive proposition evolution including menu development and use of technological enhancements that will improve guest experience and operating efficiency.
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality.
• Position will be required to travel within the Americas and globally as required to support AD interests both locally and internationally.
• Develop business thinking that uses data to drive decisions.

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Knowledge, skills and experience required

• Must excel at strategic thinking, be open to new perspectives and better ways to do things.
• A creative visionary that can effectively put plans into action and manage functional need with and innovative view of how business process can be improved.
• A track record of successful financial operations management.
• Executive-level communication and influencing skills with the ability to resolve issues, build consensus among groups of diverse internal/external stakeholders, and have proven skill in negotiating and mediating conflict.
• A minimum of 7 years’ experience in a senior leadership role with hospitality operations and guest experience responsibility.
• Excellent judgement and creative problem-solving skills.
• Energetic, flexible, collaborative, and proactive; a leader who can positively and productively impact both strategic and tactical initiatives.
• Comfortable working in a matrix international management structure.
• Excellent decision-making skills with the ability to delegate tasks appropriately.
• Critical thinker with ability to multi-task and balance conflicting priorities.
• A natural inclination for solving complex problems, implementing solutions and driving change.

Person Specification

The VP Operations Support is an exemplary leader with superb business acumen and a sound understanding of guest experience and operations delivery. They are strategic with a focus on detail and turn strategic vision into operational and financial success. They have exceptional communication and collaboration skills recognizing demonstrating the value of each individual team member and the importance of a strong team. The VP has the ability to quickly adapt to new responsibilities and situations. A leader who can navigate the situation with professionalism and identify solutions to problems quickly. Finally, a leader who is ambitious and creates pathways for succession in order to progress to new more senior roles within the organization.

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at recruitment@collinson.com

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits