VIP Operations Coordinator

Description:

About the team

Client Elite is a first-of-its-kind product designed to deliver unmatched quality, reliability, and white-glove service to our most discerning customers. For many of our Elite riders, these trips represent client’s very best and the bar is set high.

We’re looking for Elite Operations Specialists to ensure that every Elite ride runs seamlessly from start to finish. You’ll monitor daily operations, review rider and driver feedback, and collaborate with partners to make sure every trip meets the Elite standard. These roles are fast-paced, detail-oriented, and essential to scaling client’s next generation of premium service.

Daily Operations Management

• Oversee day-to-day Elite trip activity to ensure assignments, schedules, and service standards are consistently met
• Proactively monitor live trips and resolve time-sensitive issues, such as schedule changes or special rider requests
• Collaborate with fleet operators and support teams to ensure vehicle readiness and service quality

Feedback & Quality Insights

• Review, categorize, and route rider and driver feedback to the right teams for action
• Identify emerging trends or recurring issues and recommend operational or product improvements
• Partner with internal stakeholders to enhance reliability and hospitality across the Elite experience

Operational Excellence

• Maintain dashboards and reports to track key performance metrics
• Support process development and documentation to improve efficiency and consistency across markets
• Contribute to learnings that inform scaling plans and the evolution of client Elite globally

Who You Are

• Passionate about hospitality, customer experience, and operational excellence
• Calm under pressure with strong judgment and problem-solving skills
• Highly organized with strong attention to detail and follow-through
• Tech-savvy and comfortable navigating dashboards, feedback systems, and comms tools
• Collaborative, resourceful, and adaptable in a fast-moving environment
• A self-starter who takes pride in ensuring things run smoothly behind the scenes

Basic Qualifications

• BA or BS degree
• 2+ years of experience in operations, process automation/documentation, and/or analytical analysis
• Demonstrated success in a fast-paced, high-standards environment
• Excellent written and verbal communication skills
• Flexible schedule ability to support operations during evenings, weekends, and special activations

Nice to Have

• Experience working with artificial intelligence tools (i.e. Gemini, Claude, etc.)
• Process automation across multi-platforms including but not limited to (AI + Google Workplace + Slack etc.
• Workflow optimization and data analytical background
• Background in feedback management, service recovery, or VIP client relations
• Calm, empathetic, and solutions-oriented in high-stakes environments
• Experience in luxury hospitality, aviation, or premium mobility