Head of Customer Operations ( Customer Experience)

Sienna Charles; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Sienna Charles, a premier luxury lifestyle company, is seeking a Head of Customer Operations to lead the creation of exceptional experiences for ultra-high-net-worth clients. The role requires a visionary leader to build high-performing teams, develop innovative strategies, and ensure operational excellence while maintaining the highest standards of discretion and client service.

Benefits

Competitive salary and benefits package

Opportunity to work at the intersection of luxury lifestyle and technology

Collaborative, innovative environment with high-impact projects

Qualifications

• 10+ years of experience leading customer service or high-end client management teams.
• Strong experience with cross-functional teams to develop new solutions.
• Deep understanding of ultra-high-net-worth client expectations.

Responsibilities

• Build and lead high-performing teams of client service professionals.
• Develop and implement a comprehensive customer service strategy.
• Collaborate with marketing, product, tech, and operations teams.

Skills

Leadership

Strategic Thinking

Communication

Stakeholder Management

Agility

Education

Bachelor's degree in Business, Hospitality, Technology

Advanced certifications in luxury service or innovation

Job description

Head of Customer Operations (Customer Experience)

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Working Hours: Predominantly US business hours (Eastern Time)

Location: Remote (Work-from-home setup required)

Hiring Company: Sienna Charles, a premier luxury lifestyle company featured in Forbes, is seeking a Head of Customer Operations who shares our passion for delivering exceptional customer service to our elite clientele.

Position Summary:

We seek a visionary leader to craft an exceptional, innovative luxury lifestyle experience for our ultra-high-net-worth clients. This role involves building and leading a high-performing team, developing strategic initiatives, and continuously advancing our service platform through cutting-edge technology.

The ideal candidate is a builder and strategist: capable of working cross-departmentally, executing a compelling vision, and fostering a culture of agility and excellence. You will actively shape every touchpoint of the client journey, ensuring flawless and evolving experiences.

Key Responsibilities:

• Build & Lead High-Performing Teams: Recruit, develop, and motivate elite client service professionals to deliver personalized, discreet, and innovative experiences.
• Balance Operations & Innovation: Oversee daily operations while proactively identifying opportunities for optimization and innovation, embracing agility to elevate service standards.
• Strategic & Creative Leadership: Develop and implement comprehensive customer service strategies aligned with the company’s vision of excellence and technological innovation.
• Cross-Departmental Collaboration: Work closely with marketing, product, tech, and operations teams to design and deploy solutions that enhance the client experience and embed service excellence throughout the organization.
• Tech-Driven Innovation: Collaborate with development teams to create new platforms, tools, and solutions—building from scratch if needed—using the latest technology to exceed client expectations.
• Foster Agility & Continuous Improvement: Promote an environment of rapid prototyping, testing, and iteration to stay ahead of industry trends and client needs.
• Client-Centric Culture: Prioritize discretion, personalization, and proactive service, turning client feedback into actionable improvements.
• Performance Metrics & Reporting: Establish KPIs focused on client satisfaction, operational efficiency, and technological adoption, providing insights to leadership.
• Maintain Discretion & Confidentiality: Uphold the highest standards of professionalism, managing sensitive client data with integrity.

Requirements:

• Bachelor's degree in Business, Hospitality, Technology, or related fields; advanced certifications in luxury service or innovation are a plus.
• 10+ years of experience leading customer service, concierge, or high-end client management teams, preferably within luxury lifestyle or travel sectors.
• Proven success in building and leading high-performing teams capable of operational excellence and innovation.
• Strong experience in working with cross-functional teams, especially tech, product, and marketing, to develop new solutions from the ground up.
• Deep understanding of ultra-high-net-worth client expectations, behaviors, and the importance of discretion.
• Entrepreneurial, proactive, and agile—comfortable with rapid change and iterative development.
• Excellent leadership, communication, stakeholder management, and strategic thinking skills.

Preferred Attributes:

• Passion for luxury lifestyle, innovation, and disruptive technology.
• Hands-on builder with a growth mindset—able to execute the company’s vision and drive ongoing improvement.
• Culturally aware; multilingual capabilities are a plus.
• Discretion, tact, and unwavering professionalism.

What We Offer:

• The opportunity to work at the intersection of luxury lifestyle and cutting-edge technology.
• A collaborative, innovative environment with high-impact projects.
• Competitive salary and benefits package.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Business Development and Sales

Industries

• Hospitality