Operations Manager -- People, Systems & Client Service (US Remote EST)

Job Description

Operations Manager — People, Systems & Client Service

We are looking for an operationally obsessed builder—someone who is never satisfied simply maintaining the way things are done. You naturally look for gaps, inefficiencies, failure points, and opportunities to make people, processes, and technology work better.

We are looking for an exceptionally strong Operations Manager and builder to bring structure, accountability, and operational excellence to a fast-moving, high-touch luxury service business.

This is not a passive management role. We need someone who can identify what is broken, build the solution, implement it, train the team, measure adoption, and hold people accountable to the standard.

You will have significant ownership over our Trip and Client Services operations , with particular responsibility for hiring, onboarding, training, performance management, project management, technology, automation, SOPs, SLAs, and quality control.

The right person is highly organized, extremely tech-savvy, analytical, decisive, and comfortable operating in an environment where expectations are high and details matter.

You should naturally think:

What is the process? Who owns it? What is the deadline? How do we measure it? Where can it break? How can technology improve it? And how do we make sure the team actually follows it?

Key Responsibilities

Hiring, Training & Accountability

This is one of the most important components of the role.

• Own and continuously improve the hiring process for operational and client-service positions.
• Develop structured interview processes, practical assessments, scorecards, and candidate evaluation criteria.
• Build comprehensive onboarding and training programs so new employees understand our systems, standards, workflows, and expectations.
• Create role-specific training materials, playbooks, checklists, and competency tests.
• Establish clear expectations and measurable performance standards for team members.
• Conduct regular performance reviews, coaching, and accountability conversations.
• Identify performance gaps quickly and create specific improvement plans.
• Ensure employees consistently follow established processes rather than allowing standards to erode over time.
• Build a culture of ownership, urgency, follow-through, and accountability.

Operational Systems & Process Design

• Audit existing workflows and identify gaps, bottlenecks, duplicated work, unclear ownership, and failure points.
• Design and continuously improve workflows from client request through completion .
• Build clear processes for booking, research, follow-up, confirmations, escalations, approvals, handoffs, and task closure.
• Create and maintain SOPs, SLAs, checklists, macros, templates, and escalation procedures.
• Establish clear ownership and accountability at every stage of a workflow.
• Translate loosely defined processes into structured, repeatable operating systems.
• Conduct root-cause analysis when failures occur and implement permanent solutions rather than temporary fixes.
• Continuously look for opportunities to make the company faster, more accurate, more scalable, and less dependent on manual intervention.

Technology & Automation

This person must be extremely comfortable with technology and excited about using it to improve operations.

• Own and optimize the operational technology stack across platforms such as Monday.com, Zendesk, CRM systems, Zapier, AI tools, forms, dashboards, and communication platforms.
• Build and maintain automations that eliminate repetitive manual work and reduce human error.
• Configure workflows, triggers, routing rules, macros, tags, notifications, dashboards, and reporting.
• Identify opportunities to connect systems and improve the flow of information between departments.
• Evaluate new AI and automation tools and determine where they can materially improve productivity or service quality.
• Work directly inside systems rather than relying exclusively on outside consultants or technical teams.
• Ensure technology supports the operational process rather than creating additional complexity.

Project Management & Execution

• Own multiple operational initiatives simultaneously from concept through implementation.
• Translate company priorities into projects, owners, deadlines, milestones, and deliverables.
• Maintain project plans and ensure commitments do not disappear between meetings.
• Proactively identify blockers and resolve them before they delay execution.
• Follow up relentlessly on outstanding deliverables.
• Coordinate cross-functional projects involving Client Services, Sales, Finance, HR, Technology, and leadership.
• Provide leadership with clear visibility into project status, risks, delays, and next actions.

Client Service Operations

• Manage the operational infrastructure supporting our Trip and Client Services teams.
• Establish and enforce SLAs across the client journey, including response times, follow-up, task completion, and issue resolution.
• Monitor workloads, ticket velocity, open requests, backlogs, escalations, and overdue work.
• Create clear escalation paths defining who responds, when they respond, and when leadership becomes involved.
• Ensure internal handoffs happen accurately and without information being lost.
• Build systems capable of supporting an extremely high-touch luxury service environment.

Quality Assurance & Quality Control

• Create and maintain QA/QC standards and scoring rubrics for client communications, bookings, research, and completed requests.
• Audit client interactions against established standards.
• Measure accuracy, responsiveness, completeness, tone, process adherence, and attention to detail.
• Identify recurring mistakes and determine their root causes.
• Turn audit findings into changes in processes, systems, training, or individual performance management.
• Conduct mystery-case simulations and competency testing where appropriate.
• Create feedback loops so quality problems result in measurable operational improvements.

Performance Management & Analytics

• Develop KPIs and operational dashboards that give leadership visibility into team performance.
• Track metrics including response time, completion time, backlog, accuracy, SLA adherence, errors, rework, productivity, and client-service quality.
• Identify trends before they become larger operational problems.
• Use data to determine whether new processes and systems are actually working.
• Deliver concise operational reporting and recommendations to leadership.

Qualifications

• 5–8+ years of experience in operations, client experience, service operations, or a similarly demanding execution-focused role.
• Experience managing teams in a high-touch B2C service environment such as luxury hospitality, private banking, family office services, luxury travel, concierge, professional services, or another high-expectation client business.
• Demonstrated experience hiring, onboarding, training, coaching, and holding employees accountable.
• Proven ability to build operational infrastructure from scratch rather than simply manage existing systems.
• Strong experience designing and implementing SOPs, SLAs, workflows, QA/QC programs, and performance metrics.
• Exceptional project-management skills with the ability to manage numerous initiatives simultaneously.
• Extremely tech-savvy and comfortable learning and configuring new systems independently.
• Strong working knowledge of project-management platforms, CRMs, ticketing systems, automation tools, dashboards, and AI-enabled workflows.
• Strong analytical and root-cause problem-solving skills.
• Excellent written and verbal communication.
• Comfortable giving direct feedback and addressing performance issues rather than allowing problems to persist.
• Highly discreet and capable of working with confidential client and company information.

Who Will Excel in This Role

You are a builder, not a caretaker.

You don't need to be handed a perfectly defined process. You can look at a messy operation, understand what is happening, determine what should be happening, and build the system required to close the gap.

You are unusually strong at people management and accountability. You set clear expectations, train people properly, inspect the work, give direct feedback, and follow through.

You are obsessed with execution. If something was agreed to, you know who owns it, when it is due, and whether it actually happened.

You are highly tech-forward. When you see repetitive work, you immediately wonder whether it can be automated, integrated, templated, or eliminated.

You have exceptional attention to detail but can also see the larger operational picture.

You are calm under pressure.

Working Conditions:

• Remote (EST)

We offer a fair and competitive salary, aligned with your skills and experience, along with opportunities for growth and development. Join our team of high performers and be part of an inspiring, collaborative environment where your contributions truly matter!

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