Service Delivery Director

Pomona, CA, USA|Remote, Travel

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Flexible

Benefits

Health Insurance

Dental Insurance

Paid Time Off

Retirement Plan

remote work options

Professional Development

Flexible Schedule

Job Description

Aspire Lifestyles is a premier provider of lifestyle management and concierge services, renowned for delivering exceptional experiences to clients globally. As a dedicated partner to financial institutions and other esteemed organizations, Aspire Lifestyles focuses on enhancing customer satisfaction through personalized travel, lifestyle, and luxury service solutions. The company operates with a commitment to service excellence, leveraging deep industry knowledge and a robust network to meet and exceed client expectations. Aspire Lifestyles has established a reputation for its innovative approach, tailored services, and a strong emphasis on client engagement and quality assurance.

The role of Director, Service Delivery at Aspire ... Show More

Job Requirements

Ability to communicate in English verbally and written in a polished and professional manner
fluency in Spanish would be advantageous
must have a dedicated, quiet, and private workspace free from distractions
ability to sit and remain at a desk for extended periods up to 8 hours per day while operating a computer and telephone headset
reliable high-speed uninterrupted internet connection meeting minimum company standards
ability to use hands and fingers to operate a computer keyboard, mouse, and other office equipment
clear, polished and professional verbal and written communication and active listening skills to effectively interact with clients and team members
may occasionally require walking, standing, or light lifting up to 10 pounds of equipment such as a laptop or office supplies
some travel required including travel to Latin America with valid passport
the travel will not be extensive, and may be around 15% of the time

Job Qualifications

Some college required
degree preferred
minimum 8 years of supervisory experience required
management experience preferred
minimum of 8 years related customer service, travel or hospitality experience required
previous contact center experience preferred
experience with large bank loyalty programs is preferred
experience in the travel industry is preferred
experience in the US Financial Institution environment is preferred
experience with travel booking systems/GDS is preferred
previous demonstrated leadership ability a must including leading remote teams
proven track record of leading teams of 30+ and in positions requiring influence of peer leaders
previous direct Client interaction a plus
experience managing the performance of an outsourced Partner a big plus
strong customer service skills and desire to continuously deliver on extraordinary every time service
high integrity and proven work ethic a must
superior time-management skills along with strong sense of urgency
strong Internet navigation skills along with a working knowledge of Microsoft Office
ability to have some flexibility in schedule

Job Duties

Accountable for the achievement of all client KPIs and contractual obligations
responsible for the overall performance of their team
provide daily support and effective leadership to team members in a remote capacity
manage overall daily volume of requests and ticket management to ensure all service level standards are met
manage the daily performance of our outsourced Partner on a daily, weekly and monthly basis
interact with the Client as necessary, representing the quality of the service delivery team
handle escalated situations in which additional oversight and assistance is required
provide daily management support to fellow Service Delivery Management including appropriate mentoring, coaching, team building and retention initiatives
create and maintain up to date Service Delivery policies and procedures
effectively communicate and influence key stakeholders and peer leaders
provide coaching and counseling to his/her direct reports
maintain thorough knowledge of Client programs under their purview
maintain communication with key stakeholders and team members
administer and support all Company policies and procedures
assist in the recruiting and hiring process by interviewing concierge & travel advisor applicants
other duties and projects as assigned

Job Qualifications

Experience

Expert Level (7+ years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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