Concierge Operations Specialist

Responsibilities

• Oversight of daily concierge operations, ensuring workflows are executed accurately and on schedule.
• Partner with the Director of Customer Experience to implement established standards for communication, tone, and customer-facing processes.
• Monitor concierge interactions related to sales, pricing, configuration, documentation, delivery, and customer communication; proactively escalate risks.
• Maintain operational tools, including schedules, customer trackers, status reports, risk logs, issue trackers, and contingency plans.
• Identify and address operational gaps, handoff issues, communication breakdowns, and process improvement opportunities.
• Cookordination with internal Jackson Dawson teams, Ford stakeholders, dealers, and concierge staff to ensure seamless customer support.
• Reinforce best practices to maintain a consistent, premium customer experience.
• Support reservation-to-sales conversion by ensuring customer questions, documentation, and next steps are handled with urgency and clarity.
• Provide leadership with visibility into customer status, risks, follow-ups, and operational challenges.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree or higher in marketing, communications, hospitality, supply chain, or related working experience.
• 5+ years of project management experience, ideally within a hospitality-focused or high-touch client environment serving high-net-worth individuals.
• Demonstrated ability to manage schedules, lead teams, and solve problems under tight deadlines.
• Strong organizational, communication, and interpersonal skills, particularly in client-facing logistics.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel), CRM platforms, and project or logistics tools.
• Professional demeanor, flexibility with working hours, and fluency in English.

Preferred Qualifications

• Experience in luxury hospitality, automotive or motorsports, or vehicle delivery logistics.
• Fluency in French or Spanish.
• Experience with CRM and supply chain systems.