Concierge Operations Specialist

Job Description

Job Description

Overview
Jackson Dawson is seeking a Concierge Operations Specialist to manage the day-to-day execution of concierge operations supporting high-net-worth customers purchasing an exclusive, high-performance vehicle.

This role ensures the concierge team delivers timely, accurate, and consistent support across the full customer journey, including reservation, configuration, ordering, documentation, sales conversion, and delivery. The position partners closely with the Director of Customer Experience, who defines overall experience standards, communication strategy, and tone. The Concierge Operations Specialist translates this direction into consistent, effective execution across the team.

The ideal candidate brings strong organizational skills, a hospitality-driven mindset, customer service experience, and the ability to support a premium ownership experience through clear cross-functional coordination, process discipline, and operational follow-through.

• Work Environment: 1-2 days onsite in Dearborn

Responsibilities

• Oversee daily concierge operations, ensuring workflows are executed accurately and on schedule.
• Partner with the Director of Customer Experience to implement established standards for communication, tone, and customer-facing processes.
• Monitor concierge interactions related to sales, pricing, configuration, documentation, delivery, and customer communication; proactively escalate risks.
• Maintain operational tools, including schedules, customer trackers, status reports, risk logs, issue trackers, and contingency plans.
• Identify and address operational gaps, handoff issues, communication breakdowns, and process improvement opportunities.
• Coordinate with internal Jackson Dawson teams, Ford stakeholders, dealers, and concierge staff to ensure seamless customer support.
• Reinforce best practices to maintain a consistent, premium customer experience.
• Support reservation-to-sales conversion by ensuring customer questions, documentation, and next steps are handled with urgency and clarity.
• Provide leadership with visibility into customer status, risks, follow-ups, and operational challenges.
• Support onsite activities in the Detroit metro area as needed (approximately 1–2 days per week).
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or higher in marketing, communications, hospitality, supply chain, or related working experience.
• 5+ years of project management experience, ideally within a hospitality-focused or high-touch client environment serving high-net-worth individuals.
• Demonstrated ability to manage schedules, lead teams, and solve problems under tight deadlines.
• Strong organizational, communication, and interpersonal skills, particularly in client-facing logistics.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel), CRM platforms, and project or logistics tools.
• Professional demeanor, flexibility with working hours, and fluency in English.

Preferred Qualifications

• Experience in luxury hospitality, automotive or motorsports, or vehicle delivery logistics.
• Fluency in French or Spanish.
• Experience with CRM and supply chain systems.