- Location
- Las Vegas, Nevada, United States · published
- Type
- Full-time
- Department
- Customer Service
- Source
- Workable
Description
Help Shape the Future of World-Class Service
At Ten, our goal is simple: to become the most trusted service business in the world.
We are the global leader in lifestyle management and concierge services, delivering exceptional experiences through a worldwide network of offices and more than 1,000 employees. Our service combines Ten's proprietary technology platform with the expertise of our highly skilled Lifestyle Managers, helping millions of members make the most of their time and access extraordinary experiences.
As Ten continues to grow, we remain ambitious in our pursuit of innovation, constantly raising the bar on service excellence and finding new ways to enrich the lives of our members. If you're excited by the opportunity to help shape the future of world-class service, we'd love you to join us on that journey.
The Head of Operations, US is accountable for the operational leadership, performance, and continuous improvement of one of our most strategic client partnerships in the US. The successful candidate will strengthen operational performance, elevate service quality, and build the capabilities, disciplines, and culture required to support long-term growth. Working closely with Client Services and cross-functional partners, the role combines day-to-day operational leadership with service transformation to deliver sustainable outcomes for members, the client, and Ten.
What You'll Do
Lead Operational Excellence
- Drive operational performance across multiple service channels and customer segments.
- Ensure service delivery meets performance, quality, and customer experience objectives.
- Partner with Workforce Planning to optimize forecasting, scheduling, capacity, and resource allocation.
- Identify operational risks and implement sustainable solutions to support business growth.
Elevate Member Experience
- Use customer feedback, satisfaction metrics, and service insights to continuously improve member outcomes.
- Lead quality assurance initiatives, coaching frameworks, and performance calibration processes.
- Champion service standards, operating procedures, and knowledge management practices across teams.
Develop High-Performing Teams
- Lead, coach, and develop Team Managers while building a culture of accountability, engagement, and continuous improvement.
- Drive talent development, succession planning, performance management, and leadership capability.
- Partner with People Experience and Talent Acquisition to attract, develop, and retain top talent.
Drive Transformation and Innovation
- Leverage data and analytics to identify trends, uncover root causes, and implement impactful improvements.
- Lead operational transformation programs including automation, workflow optimization, and service model enhancements.
- Collaborate with global stakeholders to improve efficiency, scalability, and member value.
Build Trusted Client Relationships
- Serve as a senior operational leader in client governance and business review forums.
- Provide clear updates on performance, risks, opportunities, and improvement initiatives.
- Partner cross-functionally to support commercial objectives, operational strategy, and long-term growth.