What are the responsibilities and job description for the Service Excellence Team Manager - NAM position at Ten Lifestyle Group?
Redefine What Service Feels Like | Be the Voice Behind Our Service Excellence
At Ten our goal is simple: to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. As we continue to grow in North America, we're seeking a Service Excellence Team Manager to lead the delivery of exceptional service across the region.
We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate, inspire, and continue improving the lives of millions of members. Will you help take us there?
As Service Excellence Team Manager, you will lead and play a critical role in the management of the Service Excellence Team as part of the broader America region.
About The Role
As Service Excellence Team Manager for North America, you will be directly accountable for the successful delivery of Member Success (MS), Voice of the Customer (VoC), and Quality Assurance (QA) across the region. You will manage a high-performing Service Excellence team, ensuring they are supported, empowered, and consistently delivering outstanding service to both our members and internal stakeholders at Ten.
You will lead the full lifecycle of complaint handling, feedback logging, and service performance oversight—ensuring all escalated cases are handled with care and aligned to Ten's global service standards. You will also own the end-to-end execution of regional QA processes, ensuring accuracy in reporting, documentation, and performance coaching.
This role sits at the intersection of frontline service and strategic improvement. You will act as the main point of contact for escalated member feedback, supporting team leads, senior management, and cross-functional stakeholders in addressing concerns with professionalism and accountability. Your work will ensure that Net Promoter Score (NPS), QA results, and member insights are accurately captured, published, and actioned.
You'll collaborate closely with global and regional partners—including Operations, Proposition, Training, Client Services, Product, and Global CX—to lead service improvement initiatives, align process enhancements, and elevate overall service quality across the region.
This is a full-scope leadership role with the authority and accountability to shape how our North American market delivers on Ten's promise of exceptional, personalized member experience.
Essential Duties And Responsibilities
This is a multi-dimensional leadership role requiring both strategic oversight and hands-on management across core areas of Service Excellence in North America. While the responsibilities outlined below reflect the key aspects of the position, duties may evolve based on business needs.
As Service Excellence Team Manager, you are expected to role model Ten's 2030 Principles and Values, including:
Put Members First, The Best Idea Always Wins, Be Bold and Audacious, Have a Global Mindset, Collaboration Takes Us Further, Be Accountable, Run Brilliant Meetings, Be Pioneers, and Take it to the Moon.
Your primary responsibilities include:
Service Delivery
As Service Excellence Team Manager, you are expected to role model the behaviors aligned with our core values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude.
Be curious, rigorous, and optimistic in the face of all tasks and challenges.
We encourage diverse philosophies, cultures, and experiences, and are committed to maintaining an inclusive work environment. All employment decisions—including hiring, promotion, discipline, or termination—are based on merit, performance, competence, and business needs.
Requirements
A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in people management, complaint management and understanding of QA and VoC processes. Knowledge and expertise in the entertainment / travel industry is a plus.
Knowledge, Skills & Abilities:
At Ten, we believe our people are at the core of everything we do. We've cultivated a culture that not only acknowledges hard work but celebrates and rewards it. From regular appraisals to our annual Extra Mile Awards, we ensure that those who go above and beyond receive the recognition they deserve. We're committed to supporting our employees in achieving both their personal and professional aspirations, encouraging everyone to integrate their goals and interests into a fulfilling career with us.
Our offerings are tailored to meet your needs. Alongside a competitive salary, you'll gain access to extensive professional lifestyle and travel networks, broadening your horizons and connections. We also provide flexible working arrangements, allowing you to balance your home and office life seamlessly.
Our Benefits Package includes:
Join us and experience a workplace where you can truly thrive. Ten TV - Ten Lifestyle Group
Who We Are
Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.
We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
To find out more about Ten, please watch this short video This is what we Do!
Beside offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten's services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives. As a Certified B Corp company, we join a global community of businesses united by a shared goal of making a positive impact on society and the environment.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalization platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas:
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes."
Thank you for considering a career with us. Don't miss the opportunity to join our team!
At Ten our goal is simple: to become the most trusted service business in the world.
We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. As we continue to grow in North America, we're seeking a Service Excellence Team Manager to lead the delivery of exceptional service across the region.
We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to innovate, inspire, and continue improving the lives of millions of members. Will you help take us there?
As Service Excellence Team Manager, you will lead and play a critical role in the management of the Service Excellence Team as part of the broader America region.
About The Role
As Service Excellence Team Manager for North America, you will be directly accountable for the successful delivery of Member Success (MS), Voice of the Customer (VoC), and Quality Assurance (QA) across the region. You will manage a high-performing Service Excellence team, ensuring they are supported, empowered, and consistently delivering outstanding service to both our members and internal stakeholders at Ten.
You will lead the full lifecycle of complaint handling, feedback logging, and service performance oversight—ensuring all escalated cases are handled with care and aligned to Ten's global service standards. You will also own the end-to-end execution of regional QA processes, ensuring accuracy in reporting, documentation, and performance coaching.
This role sits at the intersection of frontline service and strategic improvement. You will act as the main point of contact for escalated member feedback, supporting team leads, senior management, and cross-functional stakeholders in addressing concerns with professionalism and accountability. Your work will ensure that Net Promoter Score (NPS), QA results, and member insights are accurately captured, published, and actioned.
You'll collaborate closely with global and regional partners—including Operations, Proposition, Training, Client Services, Product, and Global CX—to lead service improvement initiatives, align process enhancements, and elevate overall service quality across the region.
This is a full-scope leadership role with the authority and accountability to shape how our North American market delivers on Ten's promise of exceptional, personalized member experience.
Essential Duties And Responsibilities
This is a multi-dimensional leadership role requiring both strategic oversight and hands-on management across core areas of Service Excellence in North America. While the responsibilities outlined below reflect the key aspects of the position, duties may evolve based on business needs.
As Service Excellence Team Manager, you are expected to role model Ten's 2030 Principles and Values, including:
Put Members First, The Best Idea Always Wins, Be Bold and Audacious, Have a Global Mindset, Collaboration Takes Us Further, Be Accountable, Run Brilliant Meetings, Be Pioneers, and Take it to the Moon.
Your primary responsibilities include:
Service Delivery
- Manage day-to-day operations of the Service Excellence Team in North America
- Contribute to SE Team processes, updates, and act as a lead on regional rollouts
- Work closely with department heads to ensure alignment with the SE and Talent Development teams, and that training or coaching on improvement trends across the region has been delivered
- Lead weekly meetings to discuss team projects, trends, and service improvements alongside the Head of CX / CX Manager
- In the absence of a CX Manager, ensure that frequent performance meetings are held with all departments across North America to review NPS, member feedback (both positive and negative), as well as QA
- Own and maintain VoC initiatives and policies for the North America market, ensuring that NPS and feedback are logged accurately each month, and that STARs / A&B, etc., are delivered
- Set, communicate, and deliver on OKRs that contribute to overall business needs, giving the team clear direction on what they need to achieve
- Supervise day-to-day operations in the Service Excellence department
- Work closely with the team to benchmark results and service levels; collaborate with T&D and Managers to use QA results and member feedback to coach Lifestyle Managers through timely and constructive feedback
- Use good judgement and interpersonal skills to assess and provide/request short-term support to/from other teams when unexpected resource or demand issues arise, ensuring performance targets are maintained
- Ensure all region-owned projects align with global standards and requirements wherever possible
- Own the complaint management and feedback logging process by ensuring complaints are handled within SLAs, and insights from member complaints are shared with Department Heads and Team Managers
- Take ownership of responses to escalated member service issues, ensuring timely and effective resolution
- Own and maintain Member Success (MS) initiatives and policies for the North America market, including MS customer care policies and service standards
- Own and maintain QA initiatives and policies for the North America market, ensuring that the correct amount of QA is performed monthly
- Oversee the daily operations of the QA team, ensuring adherence to QA standards and processes
- Ensure the QA form is used correctly, and that all documentation is uploaded into Ten Data as required
- Participate in and occasionally lead weekly call calibration/listening sessions with the client
- Support the personal development of your line reports, ensuring they are progressing toward excellent performance and their career goals
- Hold your line reports accountable for the delivery of responsibilities as outlined in their job descriptions
- Foster collaboration and teamwork within and across teams to achieve departmental, regional, and global goals
- Promote a member-focused culture with an emphasis on delighting Ten's members
- Conduct monthly 1:1s and performance reviews every four months; identify areas for improvement and provide coaching to maximize performance
- Set FAST objectives with each individual and follow up to support their personal development
- Identify and nurture high-potential performers for retention, succession planning, and career progression
- Keep the COO informed of any disciplinary actions, including seeking approval for any terminations
- Partner with the regional People Experience team to co-oversee a successful recruitment function for North America that attracts strong talent
- Develop staff retention strategies that ensure Ten North America remains competitive while meeting global retention targets
- Ensure a clear HR function is in place for North America, including an up-to-date, localized version of Ten's core business policies and employee handbook
- Liaise with local HR professionals to ensure all employee documentation is legally compliant
- Support the People Experience Team in executing timely performance review cycles and ensuring documentation is completed accurately
- Coordinate with the HR teams in North America and Mexico to ensure alignment with Ten's global policies
- Support the North America People Experience team in delivering a consistent and positive employee journey at Ten
- Manage accurate resource planning for your team to support service excellence responsibilities and business needs
- Address lateness, sickness, or punctuality issues in accordance with HR policy to minimize impact on service delivery
- Take ownership of customer complaint costs and ensure all monthly financial deliverables are submitted to the Finance Team on time
- Manage the administration and approvals for the complaint sign-off process
- Serve as the point of contact for client services support and troubleshooting
- Collaborate with the Department Head to identify and implement service improvements
- Act as the final escalation point for client-related complaints or feedback
- Own and attend corporate call listening audits
- Represent Service Excellence at client meetings
As Service Excellence Team Manager, you are expected to role model the behaviors aligned with our core values: Member Focused, Trustworthy, and Pioneering. This means approaching your work every day with a positive, solution-oriented, and supportive attitude.
Be curious, rigorous, and optimistic in the face of all tasks and challenges.
We encourage diverse philosophies, cultures, and experiences, and are committed to maintaining an inclusive work environment. All employment decisions—including hiring, promotion, discipline, or termination—are based on merit, performance, competence, and business needs.
Requirements
A minimum of a high school diploma or equivalent. Further education in a relevant field is a bonus. Record of success in people management, complaint management and understanding of QA and VoC processes. Knowledge and expertise in the entertainment / travel industry is a plus.
Knowledge, Skills & Abilities:
- Confident and persuasive communicator with excellent verbal and written skills (telephone and email), able to engage effectively with clients, management, and business partners
- Strong passion for service delivery and client advocacy—committed to upholding high standards and inspiring the same in others
- Tactful and respectful, maintaining positive working relationships across all levels
- Maintains discretion when handling sensitive or confidential information
- Applies common sense and sound judgment to interpret and follow through on written or oral instructions
- Takes responsibility and ownership for outcomes and conduct
- Self-motivated and able to work independently with minimal supervision
- Exceptionally detail-oriented, ensuring accuracy and thoroughness in all work
- Excellent time management skills with the ability to meet tight deadlines
- Skilled in project management and balancing multiple tasks and priorities
- Demonstrates strong prioritization and organizational skills
- Highly accurate and committed to quality in all deliverables
- Proficient in Microsoft Word, Excel, and PowerPoint
- Able to use Excel for data analysis (e.g., pivot tables, lookup formulas)
- Creates visually engaging presentations and reports using PowerPoint
- Quick to learn new IT systems such as CRM platforms and call listening tools
- Strong business acumen, with the ability to understand operational and strategic priorities
At Ten, we believe our people are at the core of everything we do. We've cultivated a culture that not only acknowledges hard work but celebrates and rewards it. From regular appraisals to our annual Extra Mile Awards, we ensure that those who go above and beyond receive the recognition they deserve. We're committed to supporting our employees in achieving both their personal and professional aspirations, encouraging everyone to integrate their goals and interests into a fulfilling career with us.
Our offerings are tailored to meet your needs. Alongside a competitive salary, you'll gain access to extensive professional lifestyle and travel networks, broadening your horizons and connections. We also provide flexible working arrangements, allowing you to balance your home and office life seamlessly.
Our Benefits Package includes:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Tuition reimbursement
- Vision insurance
Join us and experience a workplace where you can truly thrive. Ten TV - Ten Lifestyle Group
Who We Are
Ten Life Group is a global luxury concierge service and our travel department is offering a unique opportunity to join a vibrant team. Our clients and colleagues are the cornerstones of what we do, and we serve High-Networth (HNW) and UHNW clients with their requests for leisure travel. At Ten our goal is simple, to become the most trusted service business in the world.
We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers. Ten is growing quickly and has ambitious plans to keep innovating, inspiring and continuing to improve the lives of millions of members. As a Certified B Corp, Ten Lifestyle Group joins a global community of businesses united by a shared goal of making a positive impact on society and the environment.
To find out more about Ten, please watch this short video This is what we Do!
Beside offering a private membership tier, Ten serves some of the most valuable customers of the world's leading private banks, premium financial services and luxury brands. Corporate clients use Ten's services to acquire, engage and retain affluent, high-net-worth customers. The service drives critical customer metrics, including revenue growth and Net Promoter Score, and supports digital transformation initiatives. As a Certified B Corp company, we join a global community of businesses united by a shared goal of making a positive impact on society and the environment.
Ten's partnerships are based on multi-year contracts which generate revenue through platform-as-a-service and technology fees. Its operations are underpinned by an increasingly sophisticated personalization platform comprising industry-first, proprietary technology, thousands of supplier relationships and 25 years of expertise delivered from 22 global offices. All Ten's services are made available to clients on either a white-label, co-branded, or affiliate partnership basis.
Looking ahead, Ten's strategy revolves around four key areas:
- Deliver a world-class member experience
- Invest in technology
- Expand contracts with new and existing clients
- Establish a foothold in new markets by leveraging its market-leading service proposition
Commitment to Diversity
We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.
"Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes."
Thank you for considering a career with us. Don't miss the opportunity to join our team!
