Vice President of Valet Service Program Management

The Company

Metropolis develops advanced computer vision and machine learning technology that makes mobile commerce remarkable. Our platform is already deployed in hundreds of mobility facilities and industries with billions in opportunity. We’re building the digital pipes through which the future of mobile commerce will move.

The Role

The Vice President of Valet Service is a senior executive responsible for overseeing valet operations across all locations, ensuring the highest standards of service quality and operational excellence. This strategic leader drives performance, enhances customer satisfaction, and maintains compliance with established standards and best practices. Key responsibilities include optimizing valet productive, developing training programs, and implementing standard operating procedures to ensure a seamless guest experience. This position will report directly into the Senior Vice President of Center of Excellence. 

Key Responsibilities:

• Develop and execute the strategic vision and goals for valet services in alignment with Metropolis’ overall objectives.

• Create and execute a comprehensive business plan to drive growth, profitability, and operational excellence in valet services.

• In collaboration with the product and technology teams, help in identifying opportunities related to core initiatives and act as a translator between functional needs and product development.

• Identify best practices, codify playbooks, and disseminate policies. Provide expertise to operations team to maximize operational effectiveness and real estate partner success and with the revenue team to drive growth. 

• Develop and enforce standard operating procedures (SOPs) to maintain high-quality service and operational efficiency.

• Monitor and analyze operational performance metrics, identifying areas for improvement and implementing effective solutions.

• Define, implement, and continuously refine service standards and protocols to ensure exceptional customer experience and satisfaction.

• Develop and deploy training programs across the commercial enterprise in partnership with the People team.

• Design and track key performance indicators (KPIs) to measure the effectiveness of operations and identify areas for improvement. Facilitate target setting and performance dialogues. Develop reports for all functions and for all operations regions.

• Conduct regular audits and evaluations of valet services to ensure compliance with company standards, industry regulations, and safety requirements.

• Ensure compliance with industry regulations, company policies, and safety standards.

• Build and maintain strong relationships with clients, property managers, and other key stakeholders to ensure satisfaction and address any issues promptly.

• Implement pricing strategies and service packages to optimize profitability.

• Stay abreast of industry trends, emerging technologies, and best practices to drive innovation and continuous improvement in valet services.

• Prepare and present regular reports on service performance, financials, and strategic initiatives to senior leadership.

• Analyze data and feedback to make informed decisions and adjustments to service delivery strategies.

Qualifications:

• Bachelor’s degree in business administration, Hospitality Management, or a related field. An MBA or equivalent advanced degree is preferred.

• Proven experience (10+ years) in a senior leadership role within the valet, hospitality, or service industry.

• Demonstrated success in managing large teams, optimizing operations, and driving business growth.

• Strong understanding of valet service operations, industry trends, and customer service excellence.

• Excellent leadership, communication, and interpersonal skills.

• Proven ability to develop and manage budgets, analyze financial performance, and implement cost-saving measures.

• Strong problem-solving skills and the ability to handle complex and sensitive situations with professionalism.

Additional Information:

• Occasional travel may be required to oversee multiple locations or meet with clients and stakeholders.

• Flexibility in working hours may be needed to accommodate operational demands and client needs.

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