Head of Operations - Gerente de Operações

Ten Group; São Paulo; Híbrido; BRL 120.000 - 180.000; Tempo integral

Resumo da oferta

Join a leading luxury concierge service as a Manager, overseeing the operational performance of local teams and contributing to the strategic direction for Travel & Lifestyle. This role emphasizes leadership, staff development, and operational excellence in a dynamic environment focused on enhancing client experiences.

Serviços

Competitive salary based on experience

Hybrid working model

Generous paid time off and volunteer day

Paid Sabbaticals

Loyalty rewards program

Remote working holidays

Employee discounts on travel and entertainment

Diversity and inclusivity initiatives

Qualificações

• Proven leadership experience in the travel and lifestyle industry.
• Fluency in English is a must; Spanish is a plus.
• Strong understanding of operational efficiencies and performance management.

Responsabilidades

• Manage 7-10 FTEs, ensuring performance targets are met.
• Drive operational strategies for member satisfaction and profitability.
• Implement training and coaching for continuous improvement.

Conhecimentos

Leadership

Operational Management

Business Acumen

Staff Retention

Formação académica

Bachelor's degree

Descrição da oferta de emprego

The role will be to manage the operational day-to-day running of our local teams in conjunction with our regional offices across our Travel, Lifestyle, Dining, and Ticket portfolios. To manage and assist Team Managers in meeting targeted performance levels through creating a motivated and dynamic team. People Development & retention, job output, call SLAs, Workflow management, and QA through Daily NPS are all key deliverables from an operational and business perspective. Contributing to the overall success target and the strategy for Americas Travel & Lifestyle which ultimately feeds into the success of our global travel & lifestyle program and to own and drive the strategy for Ten within our region.

Key responsibilities:

• Line Management of between 7-10 FTE (Supervisors).
• Contribute to the strategy for Americas Travel & Lifestyle and ensuring that there are plans in place for growth in efficiencies, member satisfaction, and profitability of the departments.
• Contribute to and drive wider strategic operational goals for our office and region and contribute to our bi-annual business and regional reviews.
• Bring your operational and business acumen to ensure a strong staff retention policy that ensures we recruit and retain top talent in the market.
• In conjunction with the Team Managers, own NPS results and feedback improvements for the region by identifying daily/weekly/monthly key trends from NPS analysis and QA on areas for improvements and successfully implement training and coaching plans in collaboration with our Training & Development team to resolve any challenges.
• Manage monthly appraisals and performance management ensuring the team is hitting agreed targets and deadlines for the period.
• Ensure workforce management best practices are in place to ensure Team Managers have sufficient rota/staffing coverage within their teams through engagement with the Americas Lead Planner.
• Work with Team Managers & Workflow Managers to drive efficiencies and to further grow revenue streams through increased account/scheme proactivity.

• Bachelor's degree
• Fluent in English (Spanish would be a plus)
• Solid experience in leadership, travel, and lifestyle industry

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten, and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience.
• Hybrid working. You can combine working from home and working from the office.
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
• Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!
• Be part of our global, dynamic, and inclusive Team, with diversity at its core.
• Genuine career opportunities within a dynamic and international company.

Who We Are

Ten Life Group is a global luxury concierge service, and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten, our goal is simple: to become the most trusted service business in the world.

We deliver our service through a combination of Ten’s proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring, and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance, and business needs.