Head of Service Delivery

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.

Requirements

What We're Looking For

• Bachelor's degree or equivalent professional experience.
• 7+ years of progressive operational leadership experience, including managing leaders and large-scale service teams.
• Proven experience leading contact center, concierge, hospitality, travel, premium customer service, or similarly complex service operations.
• Demonstrated success improving operational performance, service quality, and customer outcomes.
• Strong analytical and problem-solving capabilities with the ability to translate data into action.
• Experience delivering operational transformation, automation initiatives, or operating model redesign.
• Exceptional stakeholder management skills with experience presenting to senior clients and executives.
• Strong commercial acumen and understanding of productivity, forecasting, cost management, and business performance metrics.
• Fluent English communication skills, both written and verbal.
• Preferred Experience
• Premium travel, lifestyle services, hospitality, or concierge operations.
• Financial services or other regulated environments.
• Lean, Six Sigma, or continuous improvement methodologies.
• Experience with specialist service models, skills-based routing, or tiered support structures.
• Who You Are
• You're a hands-on operational leader who thrives in fast-paced, service-driven environments. You know how to balance day-to-day execution with long-term transformation, using data, leadership, and sound judgment to drive meaningful results.
• You bring the discipline to run a high-performing operation, the curiosity to challenge the status quo, and the leadership skills to develop teams while building trusted relationships with stakeholders at every level.

What We Offer

• Competitve salary + Performance Bonus
• Full benefits: Health/dental/vision, 401k match, generous PTO
• Las Vegas perks: Commuter benefits, lifestyle discounts, global client network access

Career Growth: World-class training, mentorship, and advancement in luxury lifestyle service.

Culture & Community: Part of a Certified B Corp committed to diversity, inclusivity, and positive impact.

Why Join Ten?

At Ten, you'll have the opportunity to make a visible impact within a global business known for delivering exceptional experiences. You'll work alongside talented colleagues across multiple markets, influence the future of our service operations, and help shape innovative solutions that create lasting value for millions of members worldwide.

We celebrate diverse perspectives, backgrounds, and experiences and are committed to creating an inclusive workplace where everyone feels respected, supported, and empowered to perform at their best.

Ready to lead, transform, and inspire? Watch Ten's Growth Engine Video, apply today and help us redefine world-class service.

Clear advancement and recognition structures “Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”