This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is building the operational backbone of a world-class luxury travel concierge service in Mexico City. They are establishing a high-performance concierge operations function designed to deliver flawless execution for complex international itineraries and VIP travelers. With a focus on structure, precision, and elevated service standards, they are creating a foundational operations pod that will set the long-term standard for quality, speed, and accountability.

Mexico City (Hybrid) | 9 AM - 5 PM

The Senior Site Lead – Concierge Operations will establish and lead the Concierge Operations pod from the ground up. This is a zero-to-one leadership role for an entrepreneurial builder with prior experience as a travel consultant who understands high-complexity international itineraries and is ready to design systems, hire talent, and scale a high-performance team.

This role oversees concierge specialists, manages escalations, implements performance management systems, and personally handles complex, multi-leg international trips requiring flawless execution. It requires autonomy, strong critical thinking, and the ability to build structured processes where none currently exist.

• Source, hire, and onboard Concierge Operations Specialists

  
  

• Establish pod structure and define role clarity

  
  

• Conduct QA sessions, shadowing, and structured training programs

  
  

• Implement performance management systems tied to SLAs

  
  

• Mentor team members and serve as escalation authority

  
  

• Build a hybrid, high-accountability culture in Mexico City

  
  

• Design and document SOPs and service-level standards (SLAs)

  
  

• Create playbooks for booking workflows, escalation paths, and trip monitoring

  
  

• Implement tracking systems using Notion and CRM platforms

  
  

• Identify recurring operational gaps and proactively resolve them

  
  

• Automate workflows to increase efficiency and reduce errors

  
  

• Establish clear documentation and handoff standards

  
  

• Manage high-complexity bookings, including multi-leg international itineraries, VIP members, and last-minute disruptions

  
  

• Oversee personal and prosumer trips end-to-end

  
  

• Handle in-trip operational issues and service recovery

  
  

• Make autonomous decisions regarding upgrades, credits, rebookings, and vendor escalations

  
  

• Balance strict policy compliance with a luxury-level traveler experience

  
  

• Serve as the primary escalation resource for complex or high-risk trips

  
  

• Maintain strict QA standards across itineraries and documentation

  
  

• Conduct structured review sessions with newer counselors

  
  

• Ensure consistent luxury-standard communication tone

  
  

• 5–10+ years in luxury travel, hospitality, or concierge operations

  
  

• 3–5+ years in team leadership or operations management

  
  

• Former travel consultant with hands-on experience in multi-leg international bookings, complex logistics coordination, and VIP or high-touch clients

  
  

• Entrepreneurial, zero-to-one builder mindset

  
  

• Strong critical thinking and structured problem-solving abilities

  
  

• Comfort making high-stakes service recovery decisions

  
  

• Process-oriented yet adaptable under pressure

  
  

• Experience implementing performance management systems

  
  

• Ability to document workflows and develop SOP recommendations

  
  

• High level of autonomy and sound judgment

  
  

• Ambitious and motivated to build operations from scratch

  
  

• Familiarity with Notion and CRM tools

  
  

• Strong written and verbal communication with a luxury-standard tone

  
  

• A fully staffed, high-performing concierge pod in Mexico City

  
  

• Clear SOPs and SLAs implemented and consistently followed

  
  

• A strong performance tracking system in place

  
  

• Reduced operational errors and smoother in-trip support

  
  

• Escalations resolved quickly with high traveler satisfaction

  
  

• A culture of ownership, speed, and precision

  
  

This is a foundational leadership opportunity to build and define the concierge operations function from the ground up. The Senior Site Lead will shape systems, culture, and performance standards while directly influencing the long-term growth of the organization. This role offers the chance to move beyond traditional management and build the operational engine behind a world-class luxury travel concierge service.

• Fill in the application form

  
  

• Record a video showcasing your skill sets