Sr. Manager, Operational Excellence

At Pursuit, we offer more than just a place to visit, we create opportunities for our guests to truly connect with iconic destinations. Our experiences include world‑class attractions and distinctive lodges, all designed to highlight the unique beauty of each location. Beyond that, we offer thoughtfully crafted restaurants, retail, and transportation services that help our guests immerse themselves fully in the experience. What ties it all together are the friendly faces you’ll find along the way, the thoughtful amenities, and the delightful details that make every visit feel personal and unforgettable. The Senior Manager, Operational Excellence plays a critical role in managing Pursuit’s Hospitality Excellence department by designing, governing, and sustaining best‑in‑class operating practices. This role ensures that our enterprise‑wide hospitality businesses—across attractions, lodging, transportation, F&B, and retail—deliver unforgettable hospitality experiences with consistency, care, and excellence. Through leadership in quality assurance, process improvement, and training integration, this role drives both the guest and team member experience forward, ensuring Pursuit’s promise to Go Beyond is delivered at every touchpoint. What will you do in this job? Lead the development, implementation, and continuous improvement of Pursuit’s operational excellence frameworks across the enterprise. Oversee Pursuit’s quality assurance program, including audits (GoAudits + Limble), seasonal readiness assessments, and corrective‑action follow‑up. Partner with property leaders to identify operational gaps, streamline processes, and drive measurable improvements in service and efficiency. Collaborate with the People team to translate operational practices into training programs, ensuring standards are effectively adopted and sustained. Consolidate and analyze guest feedback, reviews, and audit results to identify trends and guide enterprise‑wide improvements. Provide leadership and coaching to managers and supervisors, embedding CARE values and accountability into daily operations. Support seasonal ramp‑ups, new openings, and transitions with operational readiness plans, audits, and on‑the‑ground support. Create and maintain enterprise reporting systems, scorecards, and dashboards to communicate results to senior leadership. Partner cross‑functionally with the Brand, People and Operations teams to align processes and embed operational excellence across the business. Foster a culture of continuous improvement, collaboration, and shared ownership of guest experience excellence. Required Skills & Qualifications Bachelor’s degree in hospitality management, business, or related field (or equivalent experience). 7–10 years of experience in multi‑site hospitality operations, QA, or service excellence leadership. Proven track record of designing and leading operational systems that improve both guest satisfaction and efficiency. Strong background in quality assurance, audits, and process improvement. Exceptional leadership and coaching skills with the ability to influence across diverse teams and geographies. Analytical mindset with experience using operational and guest feedback data to drive improvement. Proficiency in Microsoft Office, QA systems (GoAudits, Limble), and guest feedback tools. Ability to travel across global Pursuit destinations as required. About Us We’re more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included. Thoughtfully united by their unique power to inspire and invigorate, our collection of hotels and lodges, recreational attractions, ground transportation services, retail, food and beverage, sightseeing, tours, and travel products are tied together by iconic, destination‑worthy locations in Alaska, Montana, the Canadian Rockies, Vancouver, Reykjavík, Costa Rica, Las Vegas, and Chicago. Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index, we specialize in attractions‑led hospitality, consistently generating revenue and delivering value to our shareholders. What will your work environment be like? At Pursuit, our locations are more than just a place to work – it’s a space where you can bring your whole self, collaborate with talented teams across departments, and build lasting friendships. We believe in fostering an environment where work and play coexist, so whether you’re tackling projects or enjoying our many perks, you’ll feel supported and valued. With a variety of great benefits, we’re committed to ensuring that your time with us is as fulfilling as it is fun. Our team shares a passion for adventure and an authentic desire to play host to the world. We are united by our connection to the people and places we’re lucky to call home. Our workforce is diverse. Our team members come here to embrace the extraordinary. To watch the sunrise and set each day in a place that, for many people, exists only in their imagination. To build career experience beside seasoned professionals a community of people who say ‘yes’ to adventure time and time again. To be a part of the #PursuitLife and live each day with purpose, turning moments into memories. Purist Perks Join an inclusive, global team and make life‑long connections Enjoy free access to Pursuit attractions and 50% off for friends Get discounts on hotel stays, dining, and retail Access subsidized mental health and wellness resources Equal Employment Opportunities Information Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, gender, sexual orientation, disability, veteran status, and other protected characteristics. Pursuit places a high value on diverse backgrounds and experiences, recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in the country where the role is located to apply and join our inclusive team We are working to eliminate barriers for applicants and team members from equity‑deserving groups. If you can’t apply online or need accommodation during the application or hiring process, please contact our Talent & Acquisition Team at ta@pursuitcollection.com. We thank all candidates for their interest; however, please note that only applicants selected for further consideration will be contacted directly. #J-18808-Ljbffr