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LeadContract
Salary Range
$76,500 - $103,500 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Travel Operations Lead to establish and lead the Concierge Operations pod from the ground up. This is a foundational leadership role focused on building high-performance concierge operations for luxury travel services in Mexico City.
Key Responsibilities
- →Source, hire, and onboard Concierge Operations Specialists
- →Design and document SOPs and service-level standards (SLAs)
- →Manage high-complexity bookings, including multi-leg international itineraries
- →Serve as the primary escalation resource for complex or high-risk trips
- →Implement performance management systems tied to SLAs
- →Build a hybrid, high-accountability culture in Mexico City
Requirements
- ✓5–10+ years in luxury travel, hospitality, or concierge operations
- ✓3–5+ years in team leadership or operations management
- ✓Entrepreneurial, zero-to-one builder mindset
- ✓Strong critical thinking and structured problem-solving abilities
- ✓Experience implementing performance management systems
- ✓Familiarity with Notion and CRM tools
- ✓High level of autonomy and sound judgment
Benefits
- ★Opportunity to build and define the concierge operations function from the ground up
- ★Chance to shape systems, culture, and performance standards
- ★Direct influence on the long-term growth of the organization
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