Job Description

The National Director of Operations – Local Marketing creates operational consistency, accountability, and measurable performance across the Local Marketing organization. The role aligns forecasting, staffing, allotments, financial performance, projects, processes, and KPIs with organizational objectives.

Working closely with regional and site leaders, the Director translates strategy into disciplined execution, establishes operating standards, identifies growth and efficiency opportunities, and ensures performance issues are resolved and tracked. The ideal candidate is organized, analytical, action-oriented, and able to create structure and accountability in a complex, fast-paced environment.

Key Responsibilities

Operational Planning and Forecasting

• Own the arrivals forecasting process and ensure forecasts are accurate, timely, and aligned with occupancy, budget, and tour demand.
• Lead quarterly forecasting and translate the plan into staffing, tour production, allotment, and operational requirements.
• Manage allotment utilization and tour spread to balance demand, maximize inventory, and support consistent production.
• Adjust operating plans as business conditions change to protect production and financial performance.

Process and Operational Excellence

• Develop, document, implement, and enforce Local Marketing SOPs, standards, controls, and operating routines.
• Evaluate process flows to clarify ownership, improve efficiency, and reduce operational risk.
• Lead the control room process, including issue escalation, resolution, QA audits, and corrective action plans.
• Maintain accurate, accessible documentation across the organization.

Performance Management and KPI Leadership

• Establish KPI definitions, ownership, reporting cadence, scoreboards, and performance expectations.
• Create and manage KPI trend lines and use data to identify risks, root causes, and improvement opportunities.
• Track performance commitments and ensure leaders follow through on action plans.

Project and New Market Management

• Lead planning and execution for major Local Marketing initiatives and cross-functional workstreams.
• Define timelines, milestones, ownership, communication routines, and success measures.
• Coordinate stakeholders, remove barriers, manage risks, and escalate issues when needed.
• Support the planning, launch, and ongoing development of new markets and growth initiatives.

Shared Resource Planning

• Represent Local Marketing in shared-resource planning and prioritization.
• Communicate priorities, resource needs, risks, and operational requirements.
• Prioritize work based on business impact, urgency, and available capacity, and track commitments through completion.

Contracts and Vendor Management

• Coordinate Local Marketing contract review, tracking, renewals, deliverables, and financial obligations.
• Partner with internal teams to address contract changes and risks and monitor vendor performance.

Business Meetings and Accountability

• Create structure and accountability in Local Marketing business meetings.
• Document decisions, owners, commitments, and due dates; distribute summaries and maintain follow-up visibility.
• Conduct progress check-ins and escalate unresolved issues to ensure meetings produce decisions and measurable progress.

Core Competencies

• Operational discipline, accountability, and follow-through
• Strategic, analytical, and financial thinking
• Forecasting, business planning, and process improvement
• Project, change, and initiative management
• Cross-functional collaboration and influence without direct authority
• Clear communication, documentation, and sound judgment
• Problem-solving and comfort working in a fast-paced environment