Concierge Manager | Remote | Luxury Travel Leadership

Concierge Manager | Remote | Luxury Travel Leadership Join to apply for the Concierge Manager | Remote | Luxury Travel Leadership role at FlyFlat The Role We're looking for an experienced luxury service leader who wants to build world‑class operations and scale their impact in a fast‑growing company. You will own shift‑level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You will lead Team Leads who manage specialists, ensure five‑star service, and build repeatable systems. What You'll Do Lead and Develop Your Team Manage 3–4 Team Leads across all concierge functions. Provide daily coaching, feedback, and support to develop their judgment and leadership. Build a culture where ownership, precision, and empathy are balanced with speed and quality. Conduct regular reviews to support team member growth and performance. Own Shift Operations Direct all client‑facing operations during your shift with real‑time decision‑making. Allocate resources, manage escalations, and resolve complex issues with calm confidence. Ensure seamless handovers between shifts—nothing falls through the cracks. Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management. Deliver Exceptional Client Experiences Own the end‑to‑end client journey for your shift—every request, quote, booking, and follow‑up. Personally handle VIP clients and high‑complexity situations requiring senior judgment. Ensure clients receive timely updates, proactive solutions, and service exceeding expectations. Turn service recovery moments into opportunities that strengthen client relationships. Drive Process Excellence Submit at least two documented process improvements per month that increase efficiency or quality. Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically. Partner with Process Management and other teams to streamline workflows. Use data to make decisions, validate improvements, and track impact. Collaborate Across FlyFlat Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts. Represent the voice of both clients and your team in strategic discussions. Contribute insights that shape how we grow globally while maintaining service quality. What You Bring Must Have 4+ years in luxury travel, hospitality, or high‑touch service operations. 2+ years in a leadership or management role—you've coached teams, not just managed tasks. Strong GDS proficiency (Sabre preferred)—comfortable with fare rules, complex routing, and ticketing. Data‑driven approach—you use metrics to spot trends and improve performance. Excellent written and verbal communication—you can coach with clarity and write polished client messages. Calm under pressure—when everything hits at once, you're the steady presence. Nice to Have Experience with international business/first‑class bookings or award travel programs. Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms. Track record of building or improving operational processes, SOPs, or training programs. Experience managing remote, global teams. Background in luxury hospitality brands (hotels, premium concierge services). What Makes You Stand Out You've turned around an underperforming team or operation (and can show the metrics). You're known as the manager people want to work for because you make them better. You have a reputation for spotting issues before they become problems. You think in systems but lead with empathy—process without people is just bureaucracy. You're comfortable being hands‑on when needed while developing others to take ownership. Why FlyFlat Clear Growth Path Your progression: Concierge Manager → Senior Concierge Manager → Associate Director → Director . Build, Don’t Just Maintain We're implementing our concierge framework and career systems right now. You're not inheriting a rigid legacy system—you're helping shape how FlyFlat's operations scale globally. Real Support We hire proficient people—you won't be carrying underperformers. Regular reviews with clear metrics and feedback. Head of People who understands operations and partners with you. Process Management team dedicated to making your job easier. Work‑Life Balance Predictable scheduling—you'll know your shift in advance. Proper handovers—the next manager gets everything they need. Global team—talented colleagues across continents. Merit‑based performance incentives. Learn While You Lead Advanced travel optimization strategies used by elite professionals. Lead global teams with shared metrics and real‑time decision‑making. Collaborate cross‑functionally with Product, Engineering, and Operations. Gain operational leadership experience at a venture‑backed company growing 5x year‑over‑year. What Success Looks Like First 90 Days Learn systems and tools (Sabre, Asana, Periskope, booking platforms). Lead shifts independently with 95%+ SLA adherence. Begin coaching Team Leads effectively. Identify your first improvement opportunities. Within 6–12 Months Consistently deliver 95%+ SLA and 98%+ accuracy. Achieve strong team sentiment scores (8/10+). Lead at least one initiative that measurably improves client satisfaction or efficiency. Build strong relationships with frequent travelers. Our Values Customer Obsession: We win when our customers win. Urgency with Impact: Clients expect answers in minutes, not hours. Radical Candor: Honest, direct, respectful feedback builds trust. Ownership: If something breaks, we fix it. Relentless Excellence: Good enough is never enough. Compensation & Benefits Base Salary: $1,700 USD/month. Benefits Travel perks: Access to FlyFlat's at‑cost booking for personal travel. Clear career path with merit‑based progression. Performance‑based salary increases and bonuses tied to KPI achievement. Global collaboration with talented teams. #J-18808-Ljbffr