About this role

Establish and lead the Concierge Operations pod from the ground up
Oversee concierge specialists and manage escalations
Implement performance management systems and personally handle complex, multi-leg international trips
Design and document SOPs and service-level standards (SLAs)
Create workflows, escalation paths, and trip monitoring systems
Identify operational gaps and automate workflows
Handle in-trip operational issues and service recovery
Ensure consistent luxury-standard communication tone.

5 years of experience in luxury travel, hospitality, or concierge operations
3–5+ years in team leadership or operations management
Former travel consultant with hands-on experience in multi-leg international bookings
Entrepreneurial, zero-to-one builder mindset
Strong critical thinking and structured problem-solving abilities
Comfort making high-stakes service recovery decisions
Process-oriented yet adaptable under pressure
Familiarity with Notion and CRM tools
Strong written and verbal communication with a luxury-standard tone.

Travel Operations Lead

Key skills