About this role
The Concierge Assistant Manager is the first-line operations and people manager for an assigned team of Concierge Agents, Specialists and Executives. Reporting to the Operations Manager, the role is accountable for translating daily operational plans into effective shift delivery across voice and digital channels, maintaining coverage and service performance, managing individual and team results, and ensuring a consistent guest experience.
The role takes ownership of escalations beyond Specialist authority, provides timely decisions and support within delegated limits, and works closely with Workforce Management, Quality, Training, Business Process and Technical support teams to resolve operational issues and improve results. The Assistant Manager supports the Operations Manager in implementing department strategy, workforce plans, approved policies and change initiatives.