Head of Service Delivery

Ten Group • Las Vegas, NV

2d

About The Position

The Head of Service Delivery, described in the posting as Head of Operations, US, is accountable for operational leadership, performance, and continuous improvement of a strategic US client partnership. The role strengthens operational performance, elevates service quality, and builds the capabilities, disciplines, and culture needed to support long-term growth. Working with Client Services and cross-functional partners, the position combines day-to-day operational leadership with service transformation to deliver sustainable outcomes for members, the client, and Ten.

The role leads operational excellence across service channels and customer segments, improves member experience using feedback and service insights, and develops high-performing teams. It also leads transformation and innovation through analytics, automation, workflow optimization, and service model enhancements, while serving as a senior operational leader in client governance and business review forums.

Ten is a global lifestyle management and concierge services business with more than 1,000 employees. The position is based in Las Vegas, as indicated by the location-specific perks. Ten describes itself as a Certified B Corp committed to diversity, inclusivity, and positive impact.

Requirements

• Bachelor's degree or equivalent professional experience.
• At least 7 years of progressive operational leadership experience, including managing leaders and large-scale service teams.
• Proven experience leading contact center, concierge, hospitality, travel, premium customer service, or similarly complex service operations.
• Demonstrated success improving operational performance, service quality, and customer outcomes.
• Strong analytical and problem-solving capabilities, including the ability to translate data into action.
• Experience delivering operational transformation, automation initiatives, or operating model redesign.
• Exceptional stakeholder management skills and experience presenting to senior clients and executives.
• Strong commercial acumen and understanding of productivity, forecasting, cost management, and business performance metrics.
• Fluent written and verbal English communication skills.

Nice To Haves

• Experience in premium travel, lifestyle services, hospitality, or concierge operations.
• Experience in financial services or other regulated environments.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies.
• Experience with specialist service models, skills-based routing, or tiered support structures.

Responsibilities

• Drive operational performance across multiple service channels and customer segments.
• Ensure service delivery meets performance, quality, and customer experience objectives.
• Partner with Workforce Planning to optimize forecasting, scheduling, capacity, and resource allocation.
• Identify operational risks and implement sustainable solutions that support business growth.
• Use customer feedback, satisfaction metrics, and service insights to improve member outcomes.
• Lead quality assurance initiatives, coaching frameworks, and performance calibration processes.
• Champion service standards, operating procedures, and knowledge management practices across teams.
• Lead, coach, and develop Team Managers, building a culture of accountability, engagement, and continuous improvement.
• Drive talent development, succession planning, performance management, and leadership capability.
• Partner with People Experience and Talent Acquisition to attract, develop, and retain talent.
• Use data and analytics to identify trends, uncover root causes, and implement impactful improvements.
• Lead operational transformation programs, including automation, workflow optimization, and service model enhancements.
• Collaborate with global stakeholders to improve efficiency, scalability, and member value.
• Serve as a senior operational leader in client governance and business review forums.
• Provide clear updates on performance, risks, opportunities, and improvement initiatives.
• Partner cross-functionally to support commercial objectives, operational strategy, and long-term growth.

Benefits

• Competitive salary and performance bonus.
• Health, dental, and vision benefits.
• 401(k) match.
• Generous paid time off.
• Commuter benefits.
• Lifestyle discounts.
• Access to a global client network.
• World-class training, mentorship, and advancement opportunities.
• Clear advancement and recognition structures.

What This Job Offers

• Job Type: Full-time
• Career Level: Director