About the JobOverview:The Vice President of Operational Excellence & Leadership Development is a senior corporate leadership role responsible for driving operational consistency, quality, and continuous improvement across a multi-location portfolio of country clubs, while building the organization's bench of future leaders. This individual owns the design, implementation, and governance of enterprise-wide Standard Operating Procedures (SOPs), leads member engagement measurement and benchmarking across all locations, and architects' leadership development, mentorship, and talent programs that create a scalable pipeline of general managers and department leaders across the company. This is a multi-site, travel-requiring role that blends operational discipline with people development at scale. The ideal candidate is equally comfortable standardizing a process that will roll out across dozens of clubs and coaching a club leadership team, and knows how to balance corporate consistency with the flexibility each local club culture and membership requires.
KEY RESPONSIBILITIES:- Operational Excellence & Standard Operating Procedures.
- Develop/reconcile, document, and maintain enterprise-wide SOPs across all club departments (Food & Beverage, Golf Operations, Racquet Sports, Fitness & Wellness, Housekeeping, Front Desk/Member Services, Facilities/Grounds, Events) that scale consistently across every location in the portfolio.
- Establish a governance process for SOP creation, review cycles, version control, and rollout - including how corporate standard.
- SOPs are adapted for regional, climate, or local market differences.
- Partner with vice presidents, regional operations leaders and on-site General Managers to identify process gaps, inconsistencies, and inefficiencies across the portfolio; lead root-cause analysis and corrective action planning.
- Design and implement a standardized quality assurance audit program (in-person and virtual) to measure SOP adherence and operational quality at every club.
- Build a centralized SOP and training content library/knowledge management system accessible to all clubs, ensuring new locations can be onboarded quickly and consistently.
- Identify best practices at high-performing clubs and create a formal process for capturing and redeploying them across the portfolio.
- Member Engagement & Experience Measurement
- Own the enterprise member engagement measurement strategy, including surveys, Net Promoter Score (NPS) tracking, satisfaction indices, and usage/participation analytics standardized across all locations.
- Build and maintain corporate dashboards and reporting cadences that give the executive team and Board visibility into engagement trends by club, region, and company wide.
POSITION DESCRIPTION:- Establish benchmarking across the portfolio to identify top- and bottom-performing locations, and translate engagement data into actionable, location-specific improvement plans.
- Partner with corporate Membership and Marketing teams, as well as on-site club leadership, to identify at-risk members, engagement drivers, and opportunities to deepen member connection across diverse club cultures and markets.
- Present engagement findings, portfolio-wide trends, and recommendations to the executive team and Board on are gular cadence.
- Leadership Development & Talent Management
- Work with the Chief People Officer and Chief Operating Officer to design and implement a formal leadership development program for supervisors, managers, department heads, and General Managers across all club locations.
- Build competency frameworks and career pathing models that support mobility across the portfolio, including clear pathways from department leadership to General Manager and regional roles.
- Develop and launch a structured, company-wide mentorship program pairing emerging leaders with senior operators and executives, regardless of location.
- Identify high-potential talent across the portfolio and create individualized development plans in partnership with regional leadership and on-site General Managers.
- Create and deliver (or oversee delivery of) scalable training curricula - including virtual/hybrid formats - covering leadership, communication, service culture, and management fundamentals, deployable consistently across every club.
- Establish enterprise succession planning processes for General Manager and key department leadership roles company-wide, ensuring the organization can staff new acquisitions and openings from within.
Cross-Functional & Multi-Site Leadership:- Serve as a strategic partner to the COO/CPO and executive team on operational implementation and organizational development across the company's club portfolio.
- Collaborate with corporate Human Resources on performance management systems, training infrastructure, and career development tools that work at scale.
- Travel regularly to portfolio clubs to conduct audits, deliver training, coach on-site leadership, and assess culture and execution firsthand.
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