Concierge Manager Position - Latin America (Remote)

Ascend•Brazil, IN

2d•Remote

About The Position

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.

Requirements

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 Haves

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)

Responsibilities

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
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
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
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
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

Benefits

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 Ascend 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