Program Director- Commercial Governance and Performance Management, Executive Director

Join a global team shaping how amenity services are governed and improved at scale. You’ll help us build a consistent, data-led way to measure performance, strengthen commercial discipline, and turn insights into actions that improve outcomes for our regions, partners, and customers.

Job Summary

As a Program Director, Commercial Governance & Performance Management – Global Amenity Services in Global Amenity Services, you will lead a globally consistent operating model for commercial governance and performance management. You will build and run the centralized performance “decision engine,” aligning metrics, roadmaps, and financial frameworks to create transparency and accountability across regions, vendors, and functional partners. You’ll partner closely with Finance & Business Management (F&BM), Sourcing, Program Management Office, Product and Technology, regional and functional leaders, and Risk and Controls to drive measurable outcomes with a trusted fact base.

Job Responsibilities

• Own and embed a globally consistent KPI and performance governance model, including shared definitions and a disciplined operating cadence.
• Translate strategy and functional priorities into measurable frameworks that connect service outcomes, delivery roadmaps, and economics.
• Establish and govern “golden metrics” and “golden data,” setting standards for definitions, quality, and measurement integrity across regions and vendors.
• Build cost-to-serve transparency and use insights to inform investment decisions, remediation actions, and service improvements with functional leaders.
• Lead pricing governance across amenity services, balancing global principles with local market needs and vendor economics, supported by consistent controls.
• Strengthen vendor performance governance using standardized KPIs, unit economics, and measurable service standards to support supplier decisions.
• Deliver clear performance narratives, benchmarks, and driver-based insights to enable quarterly business reviews, corrective actions, and trade-off decisions.
• Create structured mechanisms for functional leaders to raise exceptions, quantify impacts, document rationale, and drive timely decisions through defined forums.
• Produce monthly performance packs and anomaly insights that highlight trends, issues, and actions with clear owners.
• Enable centralized, data-driven decisions for new launches and ongoing offerings through consistent measurement and governance.
• Define the performance data roadmap and dashboard strategy in partnership with Product and Technology to support scalable accountability.

Required Qualifications, Capabilities, and Skills

• 10+ years of demonstrated leadership in commercial governance, including establishing standards, decision thresholds, and performance management routines.
• Proven experience leading enterprise-scale operating model transformation across multiple regions, vendors, and cross-functional partners.
• Strong commercial and financial acumen, including pricing strategy, cost-to-serve, unit economics, forecasting, and profit-and-loss management.
• Ability to translate complex performance and cost insights into clear, executive-ready narratives and decision recommendations.
• Demonstrated ability to influence senior stakeholders and drive decisions in a complex, matrixed environment.
• Experience defining reporting and data requirements and translating business needs into scalable measurement and dashboards.
• Bachelor’s degree required.

Preferred Qualifications, Capabilities, and Skills

• MBA or equivalent advanced degree.
• Experience building centralized performance management “decision engines” or comparable governance structures.
• Familiarity with vendor management practices, benchmarking approaches, and corrective action governance.
• Experience partnering with Risk and Controls to embed measurement controls and escalation paths.
• Track record developing teams and strengthening capability across analytics, governance, and commercial disciplines.