Concierge Manager

Concierge Manager Remote Luxury Travel Leadership About FlyFlat FlyFlat helps founders investors and executives book international business and first-class flights at unbeatable rates- often 30-80 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 5x d our revenue year-over-year We re at 22M ARR and growing fast Our mission is to democratize premium travel and make first class accessible to those shaping the world Our clients- founders investors and executives from venture capital family offices private equity and beyond- expect exceptional service delivered with speed accuracy and sophistication The Role 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 What you ll do Lead and Develop Your Team Manage 3-4 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 shifts- nothing 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 shift- every 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 2 documented process improvements per month that increase efficiency or quality Spot patterns in client feedback system inefficiencies and team performance- then 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 shift 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 dont have all the experience but are confident in your skillset 2 years in a leadership or management role- you ve coached teams not just managed tasks Strong GDS proficiency ideally Sabre- you re comfortable with fare rules complex routing and ticketing Data-driven approach- you use metrics to spot trends and improve performance Excellent written and verbal communication- you can coach with clarity and write polished client messages Calm under pressure- when 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 box- if 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 empathy- process 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 system- you re helping shape how FlyFlat s operations scale globally Your insights will directly influence how we work Real support We hire proficient people- you 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 scheduling- you ll know your shift in advance Proper handovers- the next manager gets everything they need Global team- talented colleagues across continents Merit-based performance incentives Learn while you lead Advanced travel optimization strategies used by elite professionals How to lead global teams with shared metrics and real-time decision-making Cross-functional collaboration with Product Engineering and Operations Operational leadership at a venture-backed company growing 5x year-over-year What Success Looks Like First 90 days Learn our systems and tools Sabre Asana Periskope booking platforms lead shifts independently with 95 SLA adherence begin coaching Team Leads effectively and identify your first improvement opportunities Within 6-12 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 and develop 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 How to Apply Send us Your resume highlighting Leadership and operations experience Measurable outcomes you ve delivered SLAs quality scores team metrics improvements Tools and systems you ve mastered A brief note answering What s one operational challenge you solved and what was the impact Why are you interested in this role at FlyFlat What would make you successful as a Concierge Manager Optional but valued A 2-3 minute video introducing yourself and sharing why you d be a great fit Our hiring process Application review 3-5 business days Initial screening with Head of People 30 min Competency interview with Director of Concierge 90 min Operational scenario assessment meet the team 2 hours Final conversation with leadership offer We move quickly because great talent doesn t stay available long Should You Apply If you re thinking I m not sure I have all the experience listed - apply anyway We re looking for people with 80 of the skills and 100 of the drive to learn What we care about most Have you led teams or operations in a high-touch service environment Do you have a track record of meeting or exceeding operational targets Can you coach give feedback and develop others Are you excited about building something excellent from the ground up If yes we want to hear from you Why You ll Love This Role This is perfect for someone who Wants to work directly with founders investors and global business leaders Sees themselves at FlyFlat for years building toward senior leadership Takes pride in building something excellent Values both high performance and sustainable work practices Wants to lead a high-performing team that thrives on excellence and accountability FlyFlat is an equal opportunity employer We evaluate qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other protected characteristic Compensation Benefits Base Salary 2 000 - 3 200 USD month based on geography and relevant experience 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