Concierge Manager

Job Description About Frontier: At Frontier, we help companies grow full-time, cross-functional teams abroad. We hire the smartest people, and we place them in the best companies. We have placed over 800 hires across 50 different US based startups and high growth companies. About FlyFla tFlyFlat helps founders, investors, and executives book international business and first-class flights at unbeatable ratesoften 3080% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless .We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and have 5x'd our revenue year-over-year. We're currently at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make first class accessible to those shaping the world .Our clientsfounders, investors, and executives from venture capital, family offices, private equity, and beyondexpect exceptional service delivered with speed, accuracy, and sophistication . The Ro leWe're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing compan y.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 scalabl e. What You'll DoLead and Develop Your T - eamManage 34 Team Leads across all concierge functio - ns.Provide daily coaching, feedback, and support to develop their judgment and leadersh - ip.Build a culture where ownership, precision, and empathy are balanced with speed and quali - ty.Conduct regular reviews to support team member growth and performan ce.Own Shift Operati - onsDirect all client-facing operations during your shift with real-time decision-maki - ng.Allocate resources, manage escalations, and resolve complex issues with calm confiden - ce.Ensure seamless handovers between shiftsnothing falls through the crac - ks.Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team manageme nt.Deliver Exceptional Client Experien - cesOwn 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 judgme - nt.Ensure clients receive timely updates, proactive solutions, and service exceeding expectatio - ns.Turn service recovery moments into opportunities that strengthen client relationshi ps.Drive Process Excelle - nceSubmit at least two documented process improvements per month that increase efficiency or quali - ty.Spot patterns in client feedback, system inefficiencies, and team performanceand solve them systematical - ly.Partner with Process Management and other teams to streamline workflo - ws.Use data to make decisions, validate improvements, and track impa ct.Collaborate Across FlyF - latWork closely with Product, Operations, and Leadership to implement new systems and scale consistency across shif - ts.Represent the voice of both clients and your team in strategic discussio - ns.Contribute insights that shape how we grow globally while maintaining service quali ty. What You B ringMust - Have4+ 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 skills - et).2+ years in a leadership or management roleyou've coached teams, not just managed ta - sks.Strong GDS proficiency (Sabre preferred)comfortable with fare rules, complex routing, and ticket - ing.Data-driven approachyou use metrics to spot trends and improve performa - nce.Excellent written and verbal communicationyou can coach with clarity and write polished client messa - ges.Calm under pressurewhen everything hits at once, you're the steady prese nce.Nice to - HaveExperience with international business/first-class bookings or award travel progr - ams.Familiarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platfo - rms.Track record of building or improving operational processes, SOPs, or training progr - ams.Experience managing remote, global te - ams.Background in luxury hospitality brands (hotels, premium concierge servic es).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 Stan - d OutYou've turned around an underperforming team or operation (and can show the metr - ics).You're known as the manager people want to work for because you make them be - tter.You have a reputation for spotting issues before they become prob - lems.You think in systems but lead with empathyprocess without people is just bureauc - racy.You're comfortable being hands-on when needed while developing others to take owner ship. Why F lyFlatClear Growt h PathYour progression: Concierge Manager Senior Concierge Manager Associate Director Dir ector. We promote from within based on demonstrated performance and impact, not politics or tenure. Build, Don't Just MaintainWe're implementing our concierge framework and career systems ri ght now.You're not inheriting a rigid legacy systemyou're helping shape how FlyFlat's operations scale g lobally. Rea - l SupportWe hire proficient peopleyou won't be carrying underpe - rformers.Regular reviews with clear metrics and - feedback.Head of People who understands operations and partners - with you.Process Management team dedicated to making your jo b easier.Work-Lif - e BalancePredictable schedulingyou'll know your shift in - advance.Proper handoversthe next manager gets everything t - hey need.Global teamtalented colleagues across co - ntinents.Merit-based performance in centives.Learn While - You LeadAdvanced travel optimization strategies used by elite profe - ssionals.Lead global teams with shared metrics and real-time decisio - n-making.Collaborate cross-functionally with Product, Engineering, and Op - erations.Gain operational leadership experience at a venture-backed company growing 5x year-o ver-year. What Success Looks LikeFirs - t 90 Days:Learn systems and tools (Sabre, Asana, Periskope, booking p - latforms).Lead shifts independently with 95%+ SLA - adherence.Begin coaching Team Leads ef - fectively.Identify your first improvement oppo rtunities.Within 6 - 12 Months:Consistently deliver 95%+ SLA and 98%+ - accuracy.Achieve strong team sentiment score - s (8/10+).Lead at least one initiative that measurably improves client satisfaction or e - fficiency.Build strong relationships with frequent travelers. - Our ValuesCustomer Obsession: We win when our cust - omers win.Urgency with Impact: Clients expect answers in minutes, - not hours.Radical Candor: Honest, direct, respectful feedback bui - lds trust.Ownership: If something breaks, - we fix it.Relentless Excellence: Good enough is nev er enough. Compensation &am p; BenefitsBase Salary: $1,700 USD/mont - h. - Benefits:Travel perks: Access to FlyFlat's at-cost booking for pers - onal travel.Clear career path with merit-based - progression.Performance-based salary increases and bonuses tied to KPI - achievement.Global collaboration with tal ented teams.