Description

The Director of Superyacht Operations is the operational engine of the Safe Harbor Superyacht Division. This role is responsible for building, standardizing, and sustaining the operational infrastructure that enables the division to deliver a world-class, consistent superyacht experience across all properties and departments. The Director owns the development and governance of SOPs, KPIs, and performance measurement tools division-wide - translating strategic priorities into structured, executable operating frameworks that every department can work within.

This is a high-impact, cross-functional role that sits at the intersection of operations, performance management, and organizational development. The Director partners closely with VP-level functional leaders and Regional VPs to ensure that Project Management, Project Development, Marina Operations, Subcontractor Management, and all other superyacht departments are operating with the rigor, clarity, and consistency required to scale. The role also serves as the division's lead on special projects, continuous improvement initiatives, and any cross-property programs requiring structured operational oversight. This position reports to the SVP Southeast

Essential Duties and Responsibilities

SOP Development, Governance & Playbook Ownership
• Design, build, and own the Safe Harbor Superyacht Division's Standard Operating Procedures (SOPs) across all departments, including Project Management, Project Development, Marina Operations, Subcontractor Management, Crew Experience, and Events.
• Develop a structured Superyacht Operations Playbook that codifies operating principles, department-level expectations, guest-facing service standards, and cross-property protocols - and ensures consistent adoption at every property.
• Define and implement SOPs for all key operational touchpoints across the captain journey: pre-arrival, docking and services, and departure.
• Establish and own SOP governance standards: version control, review cadence, update protocols, and change communication across the division.
• Partner with VP-level functional leaders to ensure SOPs accurately reflect department-specific requirements while maintaining network-wide consistency.
• Facilitate SOP training and rollout across properties in coordination with GMs and department heads; develop adoption verification processes.
• Continuously audit, refine, and evolve SOPs based on operational feedback, performance data, and lessons learned from post-project reviews.

KPI Development, Performance Measurement & Reporting
• Define, build, and own the KPI framework for the Superyacht Division, covering all departments: Project Management, Project Development, Marina Operations, Subcontractor Management, Crew Experience, and any other superyacht operational functions.
• Establish department-level KPIs that are clear, measurable, and directly tied to the division's commercial, operational, and guest experience objectives.
• Project Management KPIs include but are not limited to: PM assignment lead time (from docking request to PM engagement), pre-arrival call completion rate, daily status update compliance, project on-time delivery rate, customer-reported satisfaction on PM engagement, billing accuracy and surprise rate at departure.
• Project Development KPIs include but are not limited to: pre-arrival worklist submission rate and lead time, scope accuracy vs. final project scope, vendor sourcing lead time, pre-project budget vs. actuals, and captain engagement satisfaction pre-arrival.
• Marina Operations KPIs include but are not limited to: crew amenity satisfaction scores, Tug Operations response and safety compliance metrics, logistics turnaround times, property events delivery quality, and dock condition and cleanliness scores.
• Subcontractor Management KPIs include but are not limited to: vendor compliance rates, insurance and certification currency, AWA/PO accuracy and timeliness, subcontractor performance ratings, and cost-to-budget adherence by vendor.
• Build and maintain KPI dashboards, scorecards, and performance reporting tools that provide real-time visibility for VP-level leaders, RVPs, GMs, and the SVP.
• Lead regular divisional performance reviews, analyzing trends, surfacing risks, and recommending corrective actions.
• Serve as the division's central point of accountability for performance data accuracy, consistency, and reporting discipline across all departments.

Measurement Tools, Data Systems & Reporting Infrastructure
• Design and implement operational measurement tools that provide department leaders with the data they need to manage performance proactively rather than reactively.
• Build standardized templates and tracking tools for: project performance reporting, pre-arrival and post-departure checklists, captain feedback capture, vendor performance tracking, billing accuracy audits, and SOP compliance.
• Partner with the SHM data and technology team to identify, configure, and leverage existing platforms (Power BI, Northstar, CRM, or equivalent) for operational reporting.
• Develop and standardize the division's executive-level reporting package, including regular updates for the SVP and, where applicable, Blackstone-facing reporting requirements.
• Ensure all measurement frameworks are practical, adopted by department teams, and integrated into day-to-day operations - not just top-down reporting tools.
• Analyze operational and performance data to identify patterns, inefficiencies, and opportunities for improvement across the division.

Special Projects & Cross-Property Operational Programs
• Serve as the division's lead project manager for strategic, cross-property, or executive-sponsored initiatives that require structured operational oversight.
• Manage special projects from scoping and planning through execution and post-project review, ensuring clear accountability, timelines, and deliverable quality.
• Coordinate cross-functional teams, GMs, and external partners on special project delivery; maintain alignment and communication across all stakeholders.
• Support the SVP and VP-level leaders with research, analysis, and preparation for strategic initiatives, business reviews, and board-level presentations.
• Lead or support the implementation of new operational programs, service offerings, or division-wide change management initiatives.
• Conduct post-project reviews on special initiatives; capture lessons learned and translate findings into SOP updates or operational improvements.

Continuous Improvement & Operational Excellence
• Build and maintain a continuous improvement discipline across the division, ensuring that operational performance is regularly reviewed, benchmarked, and improved.
• Lead periodic operational audits across properties to assess SOP compliance, KPI performance, and department execution quality; produce findings reports with prioritized recommendations.
• Benchmark Safe Harbor's superyacht operations against leading global competitors, with a particular focus on European and Caribbean shipyard best practices as surfaced through captain feedback and industry research.
• Identify and pursue process improvement opportunities that reduce friction in the captain journey: pre-arrival planning, vendor coordination, billing transparency, and departure experience.
• Champion the adoption of tools, systems, and practices that increase operational transparency, accountability, and efficiency across all properties.
• Develop and maintain a Superyacht Division continuous improvement log, tracking open improvement items, ownership, status, and completion.

Cross-Functional Collaboration & Stakeholder Alignment
• Serve as the operational connective tissue across VP-level functional leaders - VP Superyacht Operations, VP Marina Operations, VP Subcontractor Management - ensuring their department standards, SOPs, and KPIs are integrated and mutually reinforcing.
• Partner with RVP International North and RVP International South to ensure property-level teams understand, adopt, and operate within the division's established frameworks.
• Collaborate with GMs at Rybovich, LMC, Savannah Yacht Center, Puerto Rico, Los Suenos, and St. Kitts to understand on-the-ground operational realities and ensure standards are practical and achievable.
• Liaise with the SHM corporate functions - Finance, HR/People & Culture, Technology, and Legal - on division-level operational, compliance, and reporting matters.
• Represent the Superyacht Division in cross-SHM operational forums, contributing divisional best practices and operational frameworks where relevant.
• Maintain strong relationships with vessel owners, captains, crew, and AEs to ensure operational frameworks reflect the expectations of the superyacht clientele.

Safety and Environmental Responsibilities

• Follow SHM Safety and Environmental rules and complete required related training.
• Wear proper personal protective equipment as required for the task or work area.
• Report all accidents, injuries, spills and near misses immediately.

Technical and Physical Requirements
• Bachelor's degree in Business Administration, Operations Management, or a related field; advanced degree a plus.
• Minimum 7-10 years of progressive operational experience in real estate, marine, or complex multi-site service environments.
• Demonstrated experience building SOPs, KPIs, and performance management frameworks in a multi-department or multi-property environment.
• Proven project management capability; PMP certification or equivalent experience strongly preferred.
• Experience working across multiple departments and senior stakeholders in a matrixed organizational environment.
• Strong knowledge of superyacht or high-end marine operations - including project management, subcontractor coordination, and vessel services - preferred but not required if operational depth is demonstrated elsewhere.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook) and data/reporting tools (Power BI, CRM, or equivalent); strong comfort with building dashboards and performance tracking tools from scratch.

Minimum Soft Skill Qualifications
• Eagerness to engage in a growing, fast paced, and industry-leading company
• Consistently treats others with dignity and respect
• Genuinely serves others with humility and a positive attitude
• Frequently demonstrates a bias toward action
• Always communicates effectively and courteously to establish strong networks internally and externally to ensure that decisions are thoughtful of all stakeholders
• Follows policies and procedures while seeking out new and better ways of accomplishing duties
• Shows resolve and overcomes difficulties in a positive and productive manner
• Provides responsive service to our Teammates and Members
• Continuously puts forth the extra effort to accomplish duties
• Develop sound conclusions and makes decisions based on analysis of data and understanding of the business
• Works to build high performing teams while taking an interest in Teammates' professional development
• Organize, plan and manage Teammates and processes efficiently
• Unfailing commitment to continuous learning and growth
• Acts with integrity and is open to feedback from all Teammates
• Willingly coaches teammates through change and leads all situations with positivity