The Vice President of Technology provides strategic leadership for Biltmore's enterprise technology, digital guest experience, data capabilities, and artificial intelligence initiatives. This executive is responsible for developing and executing a technology strategy that advances Biltmore's business objectives, strengthens brand equity, enhances the guest and employee experience, improves operational performance, and supports long-term growth.
The VP of Technology leads the integration of technology across the guest journey, from discovery and planning through purchasing, arrival, onsite experiences, and ongoing engagement. Working collaboratively with Marketing, Sales, Operations, and other business leaders, this position ensures that digital platforms and technology solutions are intuitive, connected, reliable, and designed to deliver exceptional hospitality.
A key responsibility is establishing Biltmore's enterprise approach to artificial intelligence, including identifying high-value opportunities, leading responsible implementation, building organizational capabilities, and measuring business results. The VP will balance innovation with appropriate governance, cybersecurity, data privacy, and financial stewardship.
The position also provides executive oversight of enterprise systems, technology infrastructure, software development, data management, cybersecurity, vendor partnerships, and technology operations. Success requires a strategic business leader who can translate emerging technologies into solutions, build high-performing teams, and lead meaningful organizational change.
Essential Job Duties
1. Enterprise Technology Strategy & Leadership
- Develop and execute a multi-year enterprise technology strategy and roadmap aligned with Biltmore's mission, business objectives, guest experience priorities, and long-term financial performance.
- Serve as a strategic advisor to executive leadership on technology opportunities, investments, emerging trends, risks, and organizational capabilities.
- Partner with business leaders to identify opportunities for technology to increase revenue, improve efficiency, enhance service, and strengthen employee effectiveness.
- Establish technology investment priorities, business cases, governance practices, and performance measures to ensure appropriate returns and effective resource allocation.
- Lead enterprise digital transformation efforts, balancing innovation with operational reliability, cybersecurity, and financial stewardship.
2. Digital Guest Experience & Innovation
- Provide strategic leadership for the technology and digital platforms that support the end-to-end Biltmore guest journey, including discovery, trip planning, reservations, ticketing, purchasing, arrival, onsite engagement, and post-visit relationships.
- Partner with Marketing, Sales, Guest Experience, and Operations to create a seamless, personalized, and consistent experience across digital and physical touchpoints.
- Lead technology capabilities that improve website and mobile experiences, digital commerce, reservations, guest communications, and other guest-facing platforms.
- Leverage guest data, analytics, personalization, and emerging technologies to improve conversion, engagement, satisfaction, loyalty, and revenue opportunities.
- Establish digital experience performance measures and use guest feedback, behavioral data, and business results to prioritize continuous improvement.
- Ensure digital solutions reflect Biltmore's hospitality standards, brand expectations, accessibility needs, and commitment to exceptional service.
3. Artificial Intelligence Strategy, Governance & Implementation
- Develop and lead an enterprise AI strategy that identifies practical applications to improve guest experiences, employee productivity, operational efficiency, decision-making, and business performance.
- Establish a cross-functional approach for identifying, prioritizing, testing, implementing, and scaling AI solutions based on business value, feasibility, risk, and organizational readiness.
- Partner with business leaders to implement AI-enabled solutions, including opportunities involving guest service, personalization, marketing, sales, forecasting, analytics, knowledge management, and process automation.
- Establish appropriate AI governance, including data security, privacy, acceptable use, vendor evaluation, human oversight, quality assurance, and responsible application.
- Build organizational AI literacy and adoption through education, communication, experimentation, and change management.
- Establish clear measures of AI effectiveness, including productivity gains, service improvements, cost savings, revenue opportunities, adoption, and return on investment.
- Monitor advances in AI and related technologies, recommending investments that create meaningful value while avoiding unnecessary complexity, cost, or risk.
4. Enterprise Systems, Infrastructure & Cybersecurity
- Provide executive leadership for the reliability, security, integration, scalability, and performance of Biltmore's technology infrastructure and enterprise systems.
- Oversee technology operations, including networks, cloud services, end-user technology, enterprise applications, technical support, and business-critical systems.
- Establish and maintain effective cybersecurity, data protection, access management, business continuity, and disaster recovery capabilities.
- Oversee the development, integration, maintenance, and modernization of software applications and technology platforms.
- Ensure technology architecture and systems support efficient operations, reliable information, and an integrated experience for employees and guests.
- Establish appropriate service standards, risk management practices, and accountability for system availability, incident response, and technical support.
5. Data, Analytics & Business Intelligence
- Partner with business leaders to establish an enterprise approach to data governance, quality, accessibility, integration, and responsible use.
- Strengthen Biltmore's ability to translate guest, operational, financial, and employee data into actionable business insights.
- Lead the development of technology capabilities that support business intelligence, forecasting, performance measurement, personalization, and AI-enabled decision-making.
- Promote consistent data definitions, secure data practices, and appropriate access to information across the organization.
6. Strategic Partnerships & Organizational Change
- Build strong relationships with executive leadership and functional teams to ensure technology solutions address business needs and support shared priorities.
- Establish clear accountability between Technology and business departments for defining requirements, prioritizing investments, implementing solutions, and achieving results.
- Lead change management associated with new technologies, ensuring employees and leaders have the communication, training, and support needed for successful adoption.
- Evaluate and manage strategic technology vendors and external partners, including contract performance, service quality, cost, security, and long-term value.
- Encourage collaboration, innovation, continuous improvement, and a business-first approach to technology decisions.
7. Financial Stewardship & Team Leadership
- Develop and manage technology operating and capital budgets, balancing innovation, service quality, operational requirements, and long-term sustainability.
- Establish measures for technology performance, investment effectiveness, service delivery, and organizational value.
- Recruit, develop, coach, and retain a high-performing technology leadership team.
- Build the capabilities needed to support enterprise technology, digital experience, cybersecurity, data, AI, and emerging business requirements.
- Foster a culture of accountability, innovation, collaboration, continuous learning, and exceptional internal customer service.
Independent Decision-Making
The Vice President of Technology exercises significant independent judgment in establishing technology strategies, prioritizing investments, allocating resources, evaluating vendors, managing enterprise technology risks, and leading digital and AI initiatives. The position makes recommendations to executive leadership regarding major technology investments, enterprise architecture, cybersecurity, digital guest experience, and organizational capabilities. Decisions must balance guest and employee needs, business value, operational continuity, security, financial stewardship, and long-term organizational objectives.
Qualifications
Education and Experience
- Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related field; advanced degree preferred.
- Significant progressive leadership experience in enterprise technology, digital transformation, or related functions, including executive-level responsibility for technology strategy and operations.
- Demonstrated success leading technology initiatives that produce measurable business outcomes.
- Experience overseeing enterprise applications, technology infrastructure, cybersecurity, data capabilities, and complex vendor relationships.
- Demonstrated understanding of AI technologies, enterprise AI use cases, governance, and implementation.
- Experience leading digital platforms, customer-facing technology, e-commerce, or digital experience initiatives strongly preferred.
- Experience in hospitality, tourism, retail, entertainment, or another consumer-facing business preferred.
Leadership Competencies
- Strategic Thinking: Connects technology investments to business priorities and long-term organizational success.
- Guest and Customer Focus: Understands how technology can strengthen hospitality, service, convenience, and engagement.
- Innovation and Learning: Identifies emerging opportunities and converts promising ideas into practical business solutions.
- Business and Financial Acumen: Evaluates investments based on measurable value, operational impact, cost, and risk.
- Collaboration and Influence: Builds trusted partnerships across departments and leads through shared accountability.
- Change Leadership: Successfully guides organizations through technology adoption and new ways of working.
- Integrity and Stewardship: Demonstrates sound judgment, ethical leadership, and responsible management of company resources and information.
- Talent Development: Builds capable teams and develops leaders who can meet evolving business needs.
Measures of Success
Performance will be evaluated based on the effectiveness of the technology strategy and its contribution to business results, including:
- Digital Guest Experience: Improved digital satisfaction, conversion, engagement, accessibility, and guest journey effectiveness.
- AI Implementation: Adoption and measurable value of prioritized AI solutions, including productivity, service, and financial outcomes.
- Technology Reliability: System availability, service responsiveness, integration, and operational effectiveness.
- Cybersecurity and Risk: Effective risk management, security controls, resilience, and incident readiness.
- Business Value: Return on technology investments, cost optimization, and contribution to revenue growth and operational efficiency.
- Organizational Effectiveness: Successful technology adoption, cross-functional collaboration, employee engagement, and leadership development.
Physical Requirements and Work Environment
This position primarily operates in a professional office environment and requires frequent use of computers and communication technology. Regular interaction with business departments, operational locations, and external partners is expected. Some travel may be required.
The position must be able to perform the essential functions of the role, with or without reasonable accommodation.
