Concierge Manager

NakedMD is a leading medical aesthetics and wellness brand, dedicated to providing personalized cosmetic treatments and memberships in a luxury med spa environment. As we continue to expand our patient-centric approach, we are seeking a Concierge Manager to oversee our call center operations and drive exceptional patient experiences. This role is pivotal in managing both on-site and offshore teams, ensuring seamless communication, operational excellence, and consistent brand standards across all touchpoints. Key responsibilities include: Manage daily call center operations, including staffing, scheduling, queue management, and workflow optimization for both on-site and Philippines-based teams. Monitor and own key performance indicators (KPIs) such as call volume, average handle time, first call resolution, conversion rates, abandonment, and patient satisfaction, driving continuous performance improvements. Develop and refine call scripts, escalation protocols, and workflows to deliver a consistent, brand-aligned patient experience. Oversee outbound concierge programs, including follow-ups, reactivation campaigns, reminders, post-treatment care, and membership retention initiatives. Manage the call center technology stack (phone systems, CRM, scheduling, communication tools) and ensure comprehensive team training and adoption. Lead, coach, and performance-manage on-site concierge representatives, conducting 1:1s, call monitoring, and reviews, while building robust training programs. Remotely oversee offshore team alignment, performance monitoring, communications, and coordinated training/script updates. Serve as the senior escalation point for complex patient issues, translating feedback into actionable process and coaching improvements. Drive revenue outcomes through appointment conversion, membership enrollment, and lapsed-patient reactivation. Collaborate with marketing and studio/operations leaders to optimize lead volume, patient handoffs, and cross-location consistency. Deliver consolidated performance reporting to the District Manager. Ensure HIPAA-compliant patient communication and data handling, including offshore data security protocols. Identify operational inefficiencies and lead continuous improvement initiatives. Required Qualifications: High school diploma 3+ years of experience managing a call center or patient experience team Experience overseeing a team of approximately 20–30 call center or concierge representatives Hands-on experience using RingCentral for telephony/call center operations Hands-on experience using Zoom for team communications Authorized to work in the United States Availability to work Friday and Saturday as part of a 5-day workweek Preferred Qualifications: Experience overseeing offshore or remote teams Work experience in a medical spa, luxury wellness, or healthcare environment Familiarity with medical spa services, injectables, and memberships Bilingual proficiency (any two languages) Competitive hourly compensation of $30–$35 per hour Comprehensive health insurance, including medical, dental, and vision coverage Opportunities for professional development and ongoing training Employee discounts on treatments and memberships Supportive, patient-focused team culture