Remote Luxury Concierge Manager, Latin America

Ascend; México; A distancia; MXN 1.855.000 - 3.091.000; Jornada completa

Descripción de la vacante

Ascend, a remote-first luxury travel leader, is seeking a Concierge Manager to oversee shift-level operations across Client Service, Ticketing, and Trip Fulfillment. You will coach Team Leads, ensure top-tier client experiences, and drive continuous process improvements with direct leadership across a global, distributed team.

You will work with Product, Operations, and Leadership to scale Ascend globally while maintaining five-star service.

Formación

• 4+ years in luxury travel, hospitality, or high-touch service operations.
• 2+ years in a leadership or management role coaching and developing a team.
• Proficiency with Sabre GDS fare rules, complex routing, and ticketing.
• Data-driven leadership using metrics to spot trends and validate changes.
• Excellent written and verbal communication; calm under pressure.

Responsabilidades

• Lead and develop 3 Team Leads across Client Service, Ticketing and Trip Fulfillment.
• Coach Team Leads daily with direct, specific feedback.
• Ensure 95%+ SLA adherence and 98%+ data accuracy.
• Own end-to-end client experience for each shift and handle VIP cases.
• Submit at least two documented process improvements per month.
• Collaborate with Product, Operations, and Leadership to implement new systems.
• Represent client and team voices in strategic conversations.

Conocimientos

Leadership

Communication

Data-driven

Composure under pressure

Remote team management

Herramientas

Sabre GDS

Asana

Periskope

Stripe

Descripción del empleo

Ascend, a remote-first luxury travel leader, is seeking a Concierge Manager to oversee shift-level operations across Client Service, Ticketing, and Trip Fulfillment. You will coach Team Leads, ensure top-tier client experiences, and drive continuous process improvements with direct leadership across a global, distributed team.

You will work with Product, Operations, and Leadership to scale Ascend globally while maintaining five-star service.