Job Description

Concierge Manager | Remote | Luxury Travel Leadership

We're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company.

You'll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You'll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable.

Lead and Develop Your Team

• Manage 34 Team Leads across all concierge functions.
• Provide daily coaching, feedback, and support to develop their judgment and leadership.
• Build a culture where ownership, precision, and empathy are balanced with speed and quality.
• Conduct regular reviews to support team member growth and performance.

Own Shift Operations

• Direct all client-facing operations during your shift with real-time decision-making.
• Allocate resources, manage escalations, and resolve complex issues with calm confidence.
• Ensure seamless handovers between shiftsnothing falls through the cracks.
• Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management.

Deliver Exceptional Client Experiences

• Own the end-to-end client journey for your shiftevery request, quote, booking, and follow-up.
• Personally handle VIP clients and high-complexity situations requiring senior judgment.
• Ensure clients receive timely updates, proactive solutions, and service exceeding expectations.
• Turn service recovery moments into opportunities that strengthen client relationships.

Drive Process Excellence

• Submit at least two documented process improvements per month that increase efficiency or quality.
• Spot patterns in client feedback, system inefficiencies, and team performanceand solve them systematically.
• Partner with Process Management and other teams to streamline workflows.
• Use data to make decisions, validate improvements, and track impact.

Collaborate Across FlyFlat

• Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts.
• Represent the voice of both clients and your team in strategic discussions.
• Contribute insights that shape how we grow globally while maintaining service quality.

What You Bring

Must Have

• 4+ years in luxury travel, hospitality, or high-touch service operations (apply even if you don't have all the experience but are confident in your skillset).
• 2+ years in a leadership or management roleyou've coached teams, not just managed tasks.
• Strong GDS proficiency (Sabre preferred)comfortable with fare rules, complex routing, and ticketing.
• Data-driven approachyou use metrics to spot trends and improve performance.
• Excellent written and verbal communicationyou can coach with clarity and write polished client messages.
• Calm under pressurewhen everything hits at once, you're the steady presence.

Nice to Have

• Experience with international business/first-class bookings or award travel programs.
• Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platforms.
• Track record of building or improving operational processes, SOPs, or training programs.
• Experience managing remote, global teams.
• Background in luxury hospitality brands (hotels, premium concierge services).

You don't need to check every boxif you have ~80% of the skills and the drive to learn, we want to hear from you.

What Makes You Stand Out

• You've turned around an underperforming team or operation (and can show the metrics).
• You're known as the manager people want to work for because you make them better.
• You have a reputation for spotting issues before they become problems.
• You think in systems but lead with empathyprocess without people is just bureaucracy.
• You're comfortable being hands-on when needed while developing others to take ownership.

Why FlyFlat

Clear Growth Path

Your progression: Concierge Manager ? Senior Concierge Manager ? Associate Director ? Director. We promote from within based on demonstrated performance and impact, not politics or tenure.

Build, Don't Just Maintain

We're implementing our concierge framework and career systems right now. You're not inheriting a rigid legacy systemyou're helping shape how FlyFlat's operations scale globally.

Real Support

• We hire proficient peopleyou won't be carrying underperformers.
• Regular reviews with clear metrics and feedback.
• Head of People who understands operations and partners with you.
• Process Management team dedicated to making your job easier.

Work-Life Balance

• Predictable schedulingyou'll know your shift in advance.
• Proper handoversthe next manager gets everything they need.
• Global teamtalented colleagues across continents.
• Merit-based performance incentives.

Learn While You Lead

• Advanced travel optimization strategies used by elite professionals.
• Lead global teams with shared metrics and real-time decision-making.
• Collaborate cross-functionally with Product, Engineering, and Operations.
• Gain operational leadership experience at a venture-backed company growing 5x year-over-year.

What Success Looks Like

First 90 Days:

• Learn systems and tools (Sabre, Asana, Periskope, booking platforms).
• Lead shifts independently with 95%+ SLA adherence.
• Begin coaching Team Leads effectively.
• Identify your first improvement opportunities.

Within 612 Months:

• Consistently deliver 95%+ SLA and 98%+ accuracy.
• Achieve strong team sentiment scores (8/10+).
• Lead at least one initiative that measurably improves client satisfaction or efficiency.
• Build strong relationships with frequent travelers.

Our Values

• Customer Obsession: We win when our customers win.
• Urgency with Impact: Clients expect answers in minutes, not hours.
• Radical Candor: Honest, direct, respectful feedback builds trust.
• Ownership: If something breaks, we fix it.
• Relentless Excellence: Good enough is never enough.

Compensation & Benefits

Base Salary: $1,700 USD/month.

Benefits:

• Travel perks: Access to FlyFlat's at-cost booking for personal travel.
• Clear career path with merit-based progression.
• Performance-based salary increases and bonuses tied to KPI achievement.
• Global collaboration with talented teams.

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