Head of Operations (Senior Manager, Concierge Experience)
Core
Build and lead a concierge-level customer service team for high-frequency international money senders, ensuring exceptional, trust-based experiences.
Role type
Senior Manager, People Leadership & Service Operations
Builds
A specialized team of concierge agents delivering premium remittance services
Domain
Cross-border payments / International Remittance
Deliverable
Production service operations (concierge interactions)
Required skills
People leadership, team hiring and retention, service culture building, performance management, stakeholder management, data-driven decision making, operational scaling, compliance awareness
Preferred skills
Private banking or HNI client services experience, high-value sender management, fraud/EDD knowledge, AI-assisted service tools familiarity, outsourced team management
Technologies
CRM systems, AI-assisted service tools
Responsibilities
Own the full people lifecycle (hiring, onboarding, coaching, performance management), establish service standards and quality benchmarks, manage scheduling and capacity across time zones, partner with Product and Risk teams, drive CSAT and retention outcomes
Seniority
Senior Manager, hands-on people leadership