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As a leading mountain resort operator with over 40 resorts in sixteen states and four countries. We exist to create an Experience of a Lifetime for our employees, so they can, in turn, provide and Experience of a Lifetime for our guests. We are looking for leaders, innovators, creators, and ambitious professionals to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!
Many of our Corporate function teams can now live and work in any of the states in which Vail Resorts currently operates* – enabling flexible remote work alongside a commitment to building and maintaining strong culture both in person and virtually. If you’re ready to pursue your fullest potential, we want to get to know you. Find your purpose with us at www.vailresortscareers.com.
Job Summary:
The Service Delivery Team will provide personalized, proactive, expert service. This team will enable HR Services with a deep focus on customer service, employee experience, operational excellence, and continuous improvement. More specifically, the Mgr, Service Delivery role will review, identify, recommend and implement new ways of working resulting in increased customer satisfaction. Further, the Mgr, Service Delivery will be responsible for generating data to inform and execute continuous improvement. This role will be responsible for delivering KPIs, executed in line with the HR Operating Model, and leading a direct report to execute the work.
The Service Delivery Manager is accountable for ensuring that HR Services are seamlessly delivered to employees. The individuals selected to fill these roles oversee a variety of tasks, such as leading project teams, being out front of cyclical employee lifecycle experience, and monitoring progress.
The Service Delivery Manager plays a vital role in fostering the client experience by ensuring the smooth delivery of superior services that meet and exceed employee and manager expectations. One of the key responsibilities is to ensure that service delivery and service support processes are on track for the consistent delivery of an elevated level of the employee’s experience in an effective and cost-efficient manner.
The individuals filling this role will participate in weekly, monthly, and quarterly meetings with stakeholders providing the stakeholders with accurate reports regarding performance of the service delivery. The Service Delivery Manager will lead the Service Delivery Specialist to identify process advancements and technology opportunities to enhance service delivery and client satisfaction.
Job Specifications:
Shift & Schedule Availability: Year Round / Full Time
Other Specifics: Remote
The budgeted range starts at $82,000 – 85,000 + annual bonus. Actual pay will be adjusted based on experience.
Job Responsibilities:
Provide mid to high level support to the organization in the following areas: customer service skills, technology proficiency, functional transaction proficiency, and compliance knowledge.
Develop and execute on HR processes that need to be centrally planned but locally administered.
Supervise a team responsible for specific transactional work aligned with HR Service Delivery accountability.
Responsible for hiring, scheduling, assigning and directing work, training, coaching, counseling, and performance reviews
Produce reports and analyze data to provide robust insights to HRBPs and COEs, as needed,
Collaborate and partner with HR COEs to develop HR processes, policies, tools and programs
Provide advisory and delivery support to COEs who provide strategic design and process ownership
Serve as an escalation point for peers and business leaders who need HR Services resolution
Escalation point of contact between the Tier 2 People Connect team and HR Centers of Expertise to develop, implement, and establish standard operating procedures; communicate updates; analyze trends; and evaluate technology for improvement.
Performs background research and follow-up needed to resolve employee requests that cannot be resolved at the time of escalated contact, including root cause analysis.
Coordinate the ongoing evaluation and maintenance of internal and external knowledge articles and resources that aid in the resolution of employee inquiries.
Support the organization with transactional activities that cannot be completed by self-service facilities (i.e. department reorganizations)
Participate in the testing, implementation, upgrading and support of new or modified system changes.
Partner with Sr. Manager, HR Services to establish process
Other duties as assigned
Job Requirements:
Associate’s Degree, Bachelor’s Degree Preferred, or similar years of working experience
2-4 years experience in an HR support or customer service role, preferably in a shared services environment.
Strong knowledge of Human Resources programs including Benefits, Compensation, Payroll, Onboarding as well as Human Capital Management systems.
Able to work autonomously
Passion for delivering world-class customer service with focused attentiveness and responsiveness to customer needs.
Highly self-motivated, self-starter with the ability to work independently and prioritize workload.
Work collaboratively with others, creating partnerships with management, colleagues, and the rest of the human resources function.
Strong organizational skills, with the ability to handle numerous projects simultaneously, while maintaining high accuracy and attention to detail.
Experience with continuous process improvement.
The budgeted range starts at $82,000 – 85,000 + annual bonus. 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
Reach Your Peak at Vail Resorts. At Vail Resorts, 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.
- Remote work is currently permitted from British Columbia and the 16 U.S. states in which we currently operate. This includes: California, Colorado, Indiana, Michigan, Minnesota, Missouri, New Hampshire, New York, Nevada, Ohio, Pennsylvania, Utah, Vermont, Washington State, Wisconsin, and Wyoming. Please note that the ability to work remotely, and the particulars related to such work, are subject to change at any time; and, accordingly, the Company reserves the right to change its policies and/or require in-person/in-office work at any time in its sole discretion.
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.
Requisition ID 491261
