Senior Site Lead - Concierge Operations

📋 Description

• • Are you a visionary leader with a passion for crafting unparalleled travel experiences? Scale Army is seeking a Senior Site Lead – Concierge Operations to spearhead the establishment and growth of a premier luxury travel concierge service in Mexico City. This is a unique, zero-to-one opportunity for an entrepreneurial builder to lay the operational foundation for a high-performance concierge team, setting the standard for excellence in a dynamic and demanding industry.
• • As the Senior Site Lead, you will be instrumental in building the operational backbone of a world-class luxury travel concierge service. Your primary mission will be to create a high-performance concierge operations pod designed for flawless execution of complex international itineraries and the seamless support of VIP travelers. This role demands a strategic mindset, a meticulous approach to structure and precision, and an unwavering commitment to elevated service standards. You will be the architect of a foundational operations pod that will define the long-term benchmarks for quality, speed, and accountability within the organization.
• • This is a leadership role with significant autonomy, requiring you to design systems, recruit top-tier talent, and scale a team from its inception. You will oversee a team of Concierge Operations Specialists, manage critical escalations, implement robust performance management systems, and personally handle the most intricate, multi-leg international trips. Your ability to think critically, solve problems systematically, and build structured processes in an environment where they don't yet exist will be paramount to your success.
• • Your responsibilities will span multiple critical areas. In Team Build & Leadership, you will be responsible for sourcing, hiring, and onboarding exceptional Concierge Operations Specialists, meticulously establishing the pod’s structure and ensuring clear role definitions. You will develop and implement comprehensive QA sessions, shadowing opportunities, and structured training programs to foster skill development and maintain service excellence. Crucially, you will implement performance management systems directly tied to Service Level Agreements (SLAs), mentor your team members, and act as the ultimate escalation authority. Your goal will be to cultivate a hybrid, high-accountability culture within the Mexico City operations hub.
• • In the Zero-to-One Systems & Process Building domain, you will be the driving force behind creating the operational blueprints. This includes designing and meticulously documenting Standard Operating Procedures (SOPs) and service-level standards (SLAs). You will develop detailed playbooks covering booking workflows, escalation paths, and trip monitoring protocols. The implementation of tracking systems, leveraging tools like Notion and CRM platforms, will be essential for operational visibility and efficiency. You will proactively identify recurring operational gaps, devise strategic solutions, and champion the automation of workflows to enhance efficiency and minimize errors. Establishing clear documentation and handoff standards will ensure seamless transitions and continuity of service.
• • The Complex Trip Execution (Hands-On Leadership) aspect of this role requires you to be deeply involved in the operational details. You will manage high-complexity bookings, including intricate multi-leg international itineraries, cater to VIP members, and expertly navigate last-minute disruptions. You will oversee both personal and prosumer trips from initiation to completion, handling in-trip operational issues and executing effective service recovery strategies. This role empowers you to make autonomous decisions regarding upgrades, credits, rebookings, and vendor escalations, always balancing strict policy compliance with the delivery of a truly luxury-level traveler experience.
• • In Escalation & Quality Control, you will serve as the primary point of contact for complex or high-risk trip escalations, ensuring swift and effective resolution. You will maintain rigorous QA standards across all itineraries and documentation, conducting structured review sessions with newer team members to foster their growth and uphold quality. A key focus will be ensuring a consistent, luxury-standard communication tone across all interactions.
• • Success in this role will be measured by the establishment of a fully staffed, high-performing concierge pod in Mexico City, the successful implementation and consistent adherence to clear SOPs and SLAs, and the deployment of a robust performance tracking system. You will be expected to drive down operational errors, ensure smoother in-trip support, and resolve escalations rapidly while maintaining high traveler satisfaction. Ultimately, you will foster a culture defined by ownership, speed, and precision.
• • This is more than just a management position; it's a foundational leadership opportunity to shape the very essence of the concierge operations function. You will influence systems, culture, and performance standards, directly impacting the long-term trajectory of the organization. If you are ready to build the operational engine behind a world-class luxury travel concierge service and move beyond traditional management paradigms, this role is for you.