Assistant Vice President Commercial Hospitality @ HSS

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Now more than ever.

Get back to what you need and love to do.

The possibilities are endless...

Now more than ever, our guiding principles are helping us in our search for exceptional talent - candidates who align with our unique workplace culture and who want to maximize the abundant opportunities for growth and success.

If this describes you then let’s talk!

HSS is consistently among the top-ranked hospitals for orthopedics and rheumatology by U.S. News & World Report. As a recipient of the Magnet Award for Nursing Excellence, HSS was the first hospital in New York City to receive the distinguished designation. Whether you are early in your career or an expert in your field, you will find HSS an innovative, supportive and inclusive environment.

Working with colleagues who love what they do and are deeply committed to our Mission, you too can be part of our transformation across the enterprise.

Emp Status

Regular Full time

Work Shift

Compensation Range

The base pay scale for this position is $150,500.00 - $229,750.00. In addition, this position will be eligible for additional benefits consistent with the role. The salary of the finalist selected for this role will be determined based on various factors, including but not limited to: scope of role, level of experience, education, accomplishments, internal equity, budget, and subject to Fair Market Value evaluation. The hiring range listed is a good faith determination of potential compensation at the time of this job advertisement and may be modified in the future.

What you will be doing

Assistant Vice President, Commercial Growth & Member Experience, 80th Street

Role summary

The Assistant Vice President is responsible for setting the Commercial Growth & Member Experience vision and operating model, ensuring a seamless, high-touch experience for patients, while driving patient satisfaction and commercial success across the 80th Street, and future HSS sites. The AVP will lead the creation and day-to-day hospitality, commercial and partnership execution of this premier, membership-based musculoskeletal wellness and longevity center - where clinical excellence meets a highly curated, concierge-level experience. The AVP will develop commercial partnerships with external organizations focused on all aspects of world class hospitality options for patients, inclusive of accomodations, transportation, food and beverage and performance with endemic brands.

This role blends front-of-house operator, experience architect, and commercial business leader. It will shape every aspect of the member journey, from first touchpoint through ongoing engagement, ensuring a seamless integration of preventative care, performance optimization, and luxury hospitality.

The AVP will serve as the business and experience face of the center - building relationships with members, partnering with clinical leaders, and setting the standard for a differentiated, high-touch experience that redefines expectations in healthcare.

This leader integrates service culture, brand standards, and performance metrics to position the HSS as the enterprise benchmark for experience and efficiency.

Key responsibilities

• Lead all hospitality and guest services functions for 80th street and contribute to other HSS specific initiatives (e.g., lobby and arrival redesign, wayfinding, concierge services, international guest pathways, athlete experience offerings) to ensure integrated planning, execution, and change management partnership with other hospitality leaders, clinical ops and service line leadership.
• Speerhead corporate and commercial partnership opportunities for 80th Street in an effort to develop mutually beneficial relationships with organic brands and organizations. Collaborate with the Chief Strategy Officer on evaluating and operationalizing new sites, flagship extensions, and growth opportunities.
• Pioneer the commercial hospitality strategy and standards for 80th Street and other future HSS locations; aligning brand expectations and operational goals across all front-of-house, member and partner experiences. Drive membership growth through referrals, partnerships, and curated experiences, inclusive of developing a comprehensive commercial strategy for the next iteration of concierge services at HSS.
• Partner with AVP, Hospitality & Global Client Services and Executive Director, Clinical Hospitality Services to help redefine overall hospitality vision for the enterprise.
• Significantly partner with other departments within Commercial Growth & Hospitality umbrella (Sports Marketing, Youth Sports Programs, Corporate & Employer Partnerships, International Relations and Regional & Community Relations) to ensure seamless connectivity and capitalization of these populations.
• Develop and deploy training, observation, and coaching programs that equip leaders and hospitality focused frontline teams to consistently deliver excellence, including service scripts, visual standards, escalation pathways, and service recovery behaviors.
• Establish and monitor key performance indicators and leverage HSS standards on access, throughput, and operational performance, using data and feedback to drive continuous improvement and accountability – monitor and manage KPIs including utilization, satisfaction, retention, and growth.
• Own annual planning and budgeting as it relates to commercial growth and hospitality functions.
• Build strong relationships with board members, senior leaders, physician partners, external collaborators (e.g., sports organizations, international referral partners), and key vendors to support and enhance flagship offerings.
• Ensure compliance with all relevant regulatory, safety, privacy, and security requirements across hospitality, maintaining a safe and welcoming environment.

Qualifications

• Significant leadership experience (10+ years) in hospitality, hotel/guest services, healthcare experience leadership, sports and entertainment venues, or related service-intensive operations, with multi-unit or complex-site oversight.
• Strong experience and background in developing and executing comprehensive commercial and corporate partnerships.
• Ability to evangelize products and services and close economic business transactions, contributing to an organizations bottom line.
• Proven track record leading high-profile facilities or flagship environments with a focus on premium guest, patient, or client experience and operational excellence.
• Demonstrated ability to design and manage service standards, operational playbooks, and KPIs in large, matrixed organizations.
• Strong people leadership skills, including building and developing frontline and managerial teams, shaping culture, and leading change.
• Excellent communication, stakeholder management, and executive presence, with the ability to influence across clinical, operational, and corporate functions.
• Bachelor’s degree in hospitality management, business, healthcare administration, or related field required; advanced degree preferred.
• Intermediate proficiency in a second language preferred.

Reporting and scope

• Reports to: Chief Commercial & Hospitality Officer
• Departments: 80th Street and future HSS sites
• Direct Reports: Three (3)

Non-Discrimination Policy

Hospital for Special Surgery is committed to providing high quality care and skilled, compassionate, reliable service to our community in a safe and healing environment. Consistent with this commitment, Hospital for Special Surgery provides care, admits, and treats patients and provides all services without regard to age, race, color, creed, ethnicity, religion, national origin, culture, language, physical or mental disability, socioeconomic status, veteran or military status, marital status, sex, sexual orientation, gender identity or expression, or any other basis prohibited by federal, state, or local law or by accreditation standards.