Mountain Sales Call Center Manager

The Mountain Sales Call Center Manager leads the Mountain Sales Call Center team, including management and hourly staff, to deliver exceptional guest service and ensure a seamless, efficient sales process. This role drives operational excellence, fosters a positive and guest-focused team culture, and optimizes sales workflows to support the goals of the Mountain Sales Department. This position reports to the Mountain Sales Call Center Director.

Applications are being accepted on a rolling basis.

The salary range for this position is $64,500 - $83,800. Actual pay will be dependent on budget and experience; all salaried roles are eligible for bonus.

Essential Job Functions / Key Job Responsibilities

• Manage operations for the Mountain Sales Call Center, leading staff to deliver exceptional guest service and actively drive ticket and product sales while adapting to changing business levels and operational needs and delegating appropriately 

• Assist staff with challenging guest situations, addressing complaints promptly and professionally to maintain guest satisfaction and loyalty, making timely decisions even with incomplete information 

• Oversee hiring, onboarding, scheduling, and payroll for office staff to ensure adequate coverage during peak sales periods and support a high-performing team culture 

• Provide continuous performance feedback and coaching focused on developing staff’s sales skills and guest service excellence throughout the season, including completing documentation and performance reviews 

• Deliver ongoing education on operating standards, product knowledge, up-selling techniques, customer service, software, policies, and events to maximize sales opportunities and guest satisfaction 

• Support employee development and succession planning efforts to build a strong sales and service-focused team 

• Sell and promote lift access products, activity tickets, season passes, lessons, rentals, and related services including private lessons and reservations with a focus on maximizing revenue 

• Create and maintain the office budget, tracking expenses and explaining monthly variances while identifying opportunities to increase profitability 

• Manage purchasing, organization, distribution, and display of office supplies and marketing materials that support sales and enhance the guest experience 

• Generate ideas to increase revenue, reduce expenses, and improve guest services across the department and company 

• Other duties as assigned