Senior Manager Control Tower

Role Overview
You will lead the CX, quality, and process‑excellence function for CREW Concierge. Your mission is to build and maintain best‑in‑class customer experience, drive consistent service delivery, build central governance and quality control, and shape the horizontal CX strategy for the vertical. You'll own training, quality assurance, process design/improvement, and ensure that every customer interaction meets high standards of consistency, reliability and delight.

Key Responsibilities

• Process Design & Optimization: Define, document and continually refine all CX and operations workflows, SOPs powered with AI & Tech, governance frameworks — from request intake to fulfillment to post‑service follow‑up. Apply process‑excellence methodologies to identify inefficiencies and drive operational improvements.
• Quality Assurance & Control Tower: Establish quality standards and KPIs (e.g. CSAT, NPS, turnaround time, SLA adherence), conduct periodic audits or reviews of customer interactions and operations, monitor performance, identify gaps — and ensure compliance and consistent service quality across all teams.
• Training & Capability Building: Plan training and onboarding programs for all concierge/operations staff; ensure agents and team leads are equipped with skills, knowledge, and tools to deliver high‑quality CX; conduct periodic refreshers and calibrations to maintain standards.
• CX Strategy & Customer‑Centric Initiatives: Develop and implement a CX strategy tailored to the concierge business — map customer journeys, identify pain‑points or moments of delight, feed back insights into product/operations/concierge design, and champion a customer‑first culture across the vertical.
• Cross‑Functional Governance & Stakeholder Management: Work closely with operations, product, tech, vendor / supply‑side teams and leadership to ensure alignment on CX standards, process changes, escalation flows and accountability mechanisms.
• Continuous Improvement & Analytics: Track, analyze and report on CX and operations metrics — from service quality to turnaround times, customer feedback, team performance; use data and feedback loops to propose and drive process improvements or training needs.

Candidate Profile / Requirements

• 5–8+ years' experience (or as per seniority) in CX, process excellence, operations excellence, quality assurance or similar role — ideally within consumer‑facing, service or concierge / customer‑support organization.
• Strong experience in designing and managing customer experience workflows and operations — ability to map end‑to‑end journey, identify inefficiencies, and implement sustainable process improvements.
• Familiarity with quality assurance frameworks, KPIs (CSAT, NPS, SLAs), audits, and data-driven performance analysis.
• Experience in training design and execution: onboarding, refreshers, calibration sessions, quality audits — ensuring consistent application of CX standards.
• Excellent stakeholder management and cross-functional collaboration skills — comfortable working with operations, product, tech, vendor/supply, and leadership teams.
• Strong communication, analytical, problem‑solving skills; ability to coach teams, manage performance, and drive change.
• Customer-first mindset, attention to detail, ability to think end‑to‑end (user journey + operational feasibility), and ownership mentality.

What Success Looks Like
Success in this role will show when CREW Concierge consistently delivers top-tier, reliable customer experiences: high customer satisfaction and NPS/CSAT scores, low service failures/complaints, smooth and efficient operations across high volume, and rapidly scalable processes. You will have built robust process- and quality-governance frameworks; the operations team will be well-trained, calibrated and delivering with consistency; and CX-related metrics (turnaround times, SLA adherence, first-response resolution, repeat usage, customer feedback) will show clear improvement over time. Your process-improvement initiatives and training programs will translate into operational efficiencies, lower errors, better customer delight and a strong foundation for scaling the concierge business.