Concert Golf Partners
Vice President of Operational Excellence & Leadership Development
Lake Mary, Florida•Full-time
About the Job
Overview:
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.
Send us your resume and let's get started!
Equal Employment Opportunity (EEO) Statement
Our company is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Americans with Disabilities (ADA) Accommodation Notice
If you require reasonable accommodation in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to Human Resources.