Product Sales & Services Manager

Job Summary:

To manage daily operations of Product Sales and Services locations and maintain a strong cohesive team to ensure an “experience of a lifetime” for all guests. The Product Sales and Services Manager works closely with the Senior Manager and other Managers of Product Sales and Services on long-term planning and execution of business objectives including Safety, Guest & Employee Experience, and Financials. This is achieved through a focus on quality control, training and staff performance development, teamwork, communication, guest relations, administrative duties and self- development. Responsible for hiring of all Product Sales and Services staff from front line to assistant manager.

Job Specifications:

• Starting Wage: $61,568 - $86,673 + annual bonus
• Employment Type: Year Round
• Shift Type: Full Time hours available
• Minimum Age: At least 18 years of age
• Housing Availability: No

Job Responsibilities:

• Champion an engaging employee experience by creating a fun, inclusive, and motivating work environment that drives engagement, retention, and high performance across all PSS teams.
• Foster a culture of service excellence across all PSS locations with the goal of providing an experience of a lifetime for our guests.
• Oversee PSS frontline teams, ensuring consistent execution of sales standards, accuracy of information shared with guests, and appropriate product recommendations across all lines of business that align with guest needs and resort objectives.
• Lead change initiatives effectively, demonstrating agility, clear communication, and strong decision-making in a fast-paced, seasonal environment.
• Adapt quickly to evolving business needs including fluctuations in volume, weather, staffing, and product offerings, while maintaining service quality and operational efficiency.
• Collaborate closely with resort leadership and central partners (including Mountain Operations, Ski & Ride School, Bike School, and Sales teams) to continuously improve and streamline the end-to-end guest purchase journey across summer and winter activities.
• Partner with the PSS Centre of Excellence to successfully implement new tools, processes, programs, and initiatives, ensuring local adoption and alignment with enterprise standards.
• Understand PSS key performance indicators, report on performance, and help to build and execute on the seasonal strategy to meet and exceed targets.
• Provide service recovery and issue resolution by working directly with guests and staff to address concerns related to PSS products and a broad range of Whistler Blackcomb services, ensuring fair, timely, and guest-focused outcomes
• Develop staff training programs for both pre- and in-season training.
• Oversee onboarding, training, and ongoing coaching for PSS frontline staff, supervisors, and Assistant Sales Managers (ASMs), ensuring clear expectations, skill development, and accountability.
• Promote a culture of continuous professional development within PSS by supporting career progression, skill-building opportunities, and performance feedback.
• Conduct mid-season and end-of-season performance reviews for direct reports, providing constructive feedback, recognition, and development planning.
• Manage payroll, staffing levels, and scheduling to align with business demand, labor budgets, and key performance metrics while supporting the employe experience.
• Assist in preparing annual fiscal and capital budgets with Senior Manager.
• Build a culture of staff safety through training, coaching and monitoring.
• Exhibit strong personal ownership and initiative, independently driving learning, capability building, and effectiveness in the role within a dynamic, fast-paced environment.
• Perform other related duties as assigned, contributing flexibly to the overall success of the PSS operation and resort objectives.

Job Requirements:

• High school education or equivalent
• Minimum of 4 years guest relations experience
• Minimum of 2 years supervisory/management experience
• Ability to read, write, speak, and comprehend English language proficiently
• Able to lift and carry 30 lbs
• Able to work in all weather conditions including winter snow and summer sunshine
• Able to stand for long periods of time.
• Strong Computer Skills: Coupa, MS Word, Excel, PeopleSoft, email, etc

In completing this application, and when submitting related documentation, applicants may redact information that identifies their age, date of birth, and/or dates of attendance at or graduation from an educational institution.

We follow all federal, state, and local laws including restrictions on child/minor labor. Minors hired into this position will not be asked or permitted to engage in any activities restricted to adult workers.