Head of Service Delivery

Ten Group•Las Vegas, NV

About The Position

The Head of Operations, US is accountable for operational leadership, performance, and continuous improvement for one of Ten’s most strategic US client partnerships. The role strengthens operational performance, elevates service quality, and builds the capabilities, disciplines, and culture needed to support long-term growth. Working closely with Client Services and cross-functional partners, this position combines day-to-day operational leadership with service transformation to deliver sustainable outcomes for members, the client, and Ten. Ten is a global lifestyle management and concierge services business that combines a proprietary technology platform with the expertise of Lifestyle Managers. The Head of Operations, US will help shape service operations, support innovation, and create lasting value for members and the client.

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, with the ability to translate data into action.
Experience delivering operational transformation, automation initiatives, or operating model redesign.
Exceptional stakeholder management skills, including experience presenting to senior clients and executives.
Strong commercial acumen and understanding of productivity, forecasting, cost management, and business performance metrics.
Fluent English communication skills, both written and verbal.

Nice To Haves

Experience in premium travel, lifestyle services, hospitality, or concierge operations.
Experience in financial services or other regulated environments.
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, ensuring 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 while 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 top talent.
Use data and analytics to identify trends, uncover root causes, and implement 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.