Manager - Concierge Operations (5 - 8 yrs)

HULP is building life infrastructure for modern urban householdscombining human support technology and operational excellence to help customers get everyday tasks done seamlessly. At the heart of this experience are our Personal Assistants (PAs) who serve as the primary interface with customers.

As Manager Service Delivery you will own the day-to-day service experience delivered by HULP's Personal Assistants (PAs). You will manage PA Team Leads and their teams ensuring consistently high service quality smooth operations and exceptional customer satisfaction.

This role is ideal for someone from hospitality premium services concierge or customer operations backgrounds who understands how to translate customer expectations into repeatable processes training and execution discipline.

• Own overall service quality and customer satisfaction across all assigned accounts
• Ensure PAs consistently meet and exceed customer expectations in responsiveness tone and execution
• Monitor client feedback CSAT complaints and escalations and drive corrective and preventive actions
• Act as the escalation point for complex or sensitive customer issues

• Manage and mentor PA Team Leads and their teams
• Build structured onboarding training and coaching programs for PAs
• Continuously upskill PAs on customer handling prioritisation communication and problem-solving
• Instill a strong service mindset and ownership culture across the team

• Ensure smooth daily operations:
• PAs log in on time
• Tasks are picked up promptly
• SLAs and turnaround times are consistently met
• Track workload distribution capacity planning and utilisation
• Identify bottlenecks and proactively improve workflows

• Define and refine service processes SOPs and playbooks
• Standardise best practices while allowing flexibility for personalised service
• Work closely with product and tech teams to improve tools dashboards and workflows
• Drive consistency without losing the human touch

• Track key metrics such as SLA adherence CSAT task completion rates and PA productivity
• Conduct regular performance reviews with Team Leads and PAs
• Share structured insights and improvement plans with leadership
  

• 58 years of experience in service delivery customer operations hospitality concierge or premium customer experience roles
• Proven experience managing frontline service teams
• Deep understanding of customer expectations and service recovery
• Strong operational discipline with an eye for detail
• Comfortable balancing empathy with accountability
• Calm structured and solutions-oriented under pressure
  

• Experience in hospitality luxury services aviation concierge or managed services
• Prior exposure to SLA-driven service environments
• Experience scaling service teams or setting up service processes from scratch
  

• You will directly shape the day-to-day customer experience
• High ownership over people processes and outcomes
• Opportunity to build a best-in-class service operation
• Clear growth path into Senior Manager Service Delivery / Head of Services as HULP scales