Remote Luxury Concierge Operations Lead

FlyFlat; United States; Remote; USD 893,000 - 1,562,000; Full time

Benefits offered by this job

Remote-first

Global team across continents

Job summary

Ascend is seeking an experienced Concierge Manager to lead shift-level operations across Client Service, Ticketing, and Trip Fulfillment. You will supervise Team Leads, foster a culture of ownership and accuracy, and ensure every client receives a five-star experience while maintaining smooth shift handovers and high SLA.

This remote role rewards a systems thinker who leads with people, coaches teams, and partners with Product, Operations, and Leadership to scale operations globally.

Qualifications

• 4+ years in luxury travel, hospitality, or high‑touch service operations.
• 2+ years in a leadership or management role with coaching responsibility.
• Strong Sabre GDS proficiency for fare rules, routing, and ticketing.
• A data-driven approach to leadership with metric‑driven decisions.
• Excellent written and verbal communication.
• Composure under pressure and calm leadership under workload.

Responsibilities

• Lead and develop 3 Team Leads across Client Service, Ticketing, Trip Fulfillment.
• Direct all client-facing operations during your shift with real-time decisions.
• Ensure 95%+ SLA adherence and 98%+ data accuracy.
• Own end-to-end client experience for your shift, including VIP bookings.
• Submit at least two documented process improvements per month.

Skills

Luxury travel ops

Leadership experience

Sabre GDS

Data-driven leadership

Communication skills

Resilience under pressure

Tools

Asana

Periskope

Stripe

Job description

Ascend is seeking an experienced Concierge Manager to lead shift-level operations across Client Service, Ticketing, and Trip Fulfillment. You will supervise Team Leads, foster a culture of ownership and accuracy, and ensure every client receives a five-star experience while maintaining smooth shift handovers and high SLA.

This remote role rewards a systems thinker who leads with people, coaches teams, and partners with Product, Operations, and Leadership to scale operations globally.