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Posted 5 months ago
Requirements and responsibilities
About FlyFlatFlyFlat helps founders, investors, and executives book international business and first-class flights at unbeatable rates— often 30-80% below retail. We combine proprietary booking methods with 24/7 white-glove concierge service to make premium travel seamless.We've grown from 12 to 66 people in just over a year, backed by Bessemer Venture Partners, and 5x'd our revenue year-over-year. We're at $22M+ ARR and growing fast. Our mission is to democratize premium travel and make first class accessible to those shaping the world.Our clients- founders, investors, and executives from venture capital, family offices, private equity, and beyond- expect exceptional service delivered with speed, accuracy, and sophistication.The RoleWe're looking for an experienced luxury service leader who wants to build world-class operations and scale their impact in a fast-growing company.You'll own shift-level operations across four core functions: Client Service, Ticketing, Trip Fulfillment, and Process Management. You'll lead Team Leads who manage specialists, ensure every client receives five-star treatment, and build systems that make excellence repeatable and scalable.What you'll do:Lead and Develop Your TeamManage 3-4 Team Leads across all concierge functionsProvide daily coaching, feedback, and support to develop their judgment and leadershipBuild a culture where ownership, precision, and empathy are balanced with speed and qualityConduct regular reviews to support team member growth and performanceOwn Shift OperationsDirect all client-facing operations during your shift with real-time decision-makingAllocate resources, manage escalations, and resolve complex issues with calm confidenceEnsure seamless handovers between shifts- nothing falls through the cracksMaintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team managementDeliver Exceptional Client ExperiencesOwn the end-to-end client journey for your shift- every request, quote, booking, and follow-upPersonally handle VIP clients and high-complexity situations requiring senior judgmentEnsure clients receive timely updates, proactive solutions, and service exceeding expectationsTurn service recovery moments into opportunities that strengthen client relationshipsDrive Process ExcellenceSubmit at least 2 documented process improvements per month that increase efficiency or qualitySpot patterns in client feedback, system inefficiencies, and team performance- then solve them systematicallyPartner with Process Management and other teams to streamline workflowsUse data to make decisions, validate improvements, and track impactCollaborate Across FlyFlatWork closely with Product, Operations, and Leadership to implement new systems and scale consistency across shiftRepresent the voice of both clients and your team in strategic discussionsContribute insights that shape how we grow globally while maintaining service qualityWhat You BringMust have:4+ years in luxury travel, hospitality, or high-touch service operations - Apply even if you don’t have all the experience but are confident in your skillset2+ years in a leadership or management role- you’ve coached teams, not just managed tasksStrong GDS proficiency, ideally Sabre- you’re comfortable with fare rules, complex routing, and ticketingData-driven approach- you use metrics to spot trends and improve performanceExcellent written and verbal communication- you can coach with clarity and write polished client messagesNice to have:Experience with international business/first-class bookings or award travel programsFamiliarity with tools like Asana, Periskope, Stripe, or similar workflow/CRM platformsTrack record of building or improving operational processes, SOPs, or training programsExperience managing remote, global teamsBackground in luxury hospitality brands (hotels, premium concierge services)You don’t need to check every boxIf you have 80% of the skills and the drive to learn, we want to hear from you.What Makes You Stand OutYou’ve turned around an underperforming team or operation (and can show the metrics)You're known as the manager people want to work for because you make them betterYou have a reputation for spotting issues before they become problemsYou think in systems but lead with empathy- process without people is just bureaucracyYou're comfortable being hands-on when needed while developing others to take ownershipWhy FlyFlatClear growth path Your progression: Concierge Manager Senior Concierge Manager Associate Director Director. We promote from within based on demonstrated performance and impact, not politics or tenure.Build, don’t just maintainWe’re implementing our concierge framework and career systems right now. You’re not inheriting a rigid legacy system- you’re helping shape how FlyFlat’s operations scale globally. Your insights will directly influence how we work.Real supportWe hire proficient people- you won’t be carrying underperformersRegular reviews with clear metrics and feedbackHead of People who understands operations and partners with youProcess Management team dedicated to making your job easierWork-life balancePredictable scheduling- you’ll know your shift in advanceProper handovers- the next manager gets everything they needGlobal team- talented colleagues across continentsMerit-based performance incentivesLearn while you leadAdvanced travel optimization strategies used by elite professionalsHow to lead global teams with shared metrics and real-time decision-makingCross-functional collaboration with Product, Engineering, and OperationsOperational leadership at a venture-backed company growing 5x year-over-yearWhat Success Looks LikeFirst 90 days:Learn our systems and tools, lead shifts independently with 95 percent SLA adherence, begin coaching Team Leads effectively, and identify your first improvement opportunities.Within 6-12 months:Consistently deliver 95 percent SLA and 98 percent accuracy, achieve strong team sentiment scores, lead at least one initiative that measurably improves client satisfaction or efficiency, and develop strong relationships with frequent travelers.Our ValuesCustomer Obsession - We win when our customers winUrgency with Impact - Clients expect answers in minutes, not hoursRadical Candor - Honest, direct, respectful feedback builds trustOwnership - If something breaks, we fix itRelentless Excellence - Good enough is never enoughShould You Apply?If you are thinking I am not sure I have all the experience listed apply anyway. We’re looking for people with 80 percent of the skills and 100 percent of the drive to learn.What we care about mostHave you led teams or operations in a high-touch service environment?Do you have a track record of meeting or exceeding operational targets?Can you coach, give feedback, and develop others?Are you excited about building something excellent from the ground up?Why You’ll Love This RoleWants to work directly with founders, investors, and global business leadersSees themselves at FlyFlat for years, building toward senior leadershipTakes pride in building something excellentValues both high performance and sustainable work practicesWants to lead a high performing team that thrives on excellence and accountabilityFlyFlat is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.Package DetailsCompensation & BenefitsBase Salary: 1700 - 2000 USD/month based on geography and relevant experienceBenefits:Travel perks: Access to FlyFlat's at-cost booking for personal travelClear career path with merit-based progressionPerformance-based salary increases and bonuses tied to KPI achievementGlobal collaboration with talented teams
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