Remote Luxury Concierge Manager | Lead Global Client Ops

Bluelight Consulting LLC

Veracruz

Remote

MXN 1,663,000 - 2,494,000

Full time

4 days ago

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Job summary

Ascend is seeking an experienced Concierge Manager for a remote luxury travel leadership role. You will lead a global team, own shift operations, coach senior staff, and drive process improvements while maintaining exceptional client experiences.

Expect collaboration across Product, Operations, and Leadership to scale our concierge framework globally. You will manage 3 Team Leads across client service, ticketing, and trip fulfillment, ensuring 95%+ SLA adherence, and act as the escalation point

Qualifications

4+ years in luxury travel, hospitality, or high-touch service operations
2+ years in a leadership or management role mentoring teams
Strong Sabre GDS proficiency for fare rules, complex routing, and ticketing QA
Data-driven approach to leadership using metrics and standards
Excellent written and verbal communication for coaching and leadership
Calm, composed presence under high workload pressure

Responsibilities

Lead and develop a team of 3 Team Leads across Client Service, Ticketing and Trip Fulfillment
Direct shift operations with real-time decisions and clear priorities
Ensure high SLA adherence and data accuracy across the team
Own end-to-end client experience for the shift and handle VIP cases
Submit documented process improvements to increase efficiency and quality
Collaborate with Product, Operations, and Leadership to scale systems and maintain quality