Concierge Operations Specialist
On-site · Dearborn, Michigan, United States
Job Summary
Oversee daily concierge operations to ensure timely, accurate, and premium customer-support workflows across reservation, configuration, ordering, documentation, sales conversion, and delivery. Partner with the Director of Customer Experience to implement established standards for communication, tone, and customer-facing processes; monitor interactions related to sales, pricing, configuration, documentation, delivery, and customer communication; proactively escalate risks. Maintain operational tools (schedules, trackers, status reports, risk logs, issue trackers, contingency plans); identify and address gaps and handoff issues; coordinate with Jackson Dawson teams, Ford stakeholders, dealers, and concierge staff to ensure seamless support. Support reservation-to-sales conversion with urgency and clarity; provide leadership visibility into customer status, risks, and operational challenges; assist onsite activities in the Detroit metro area as needed (1–2 days/week). Ensure a premium, consistent customer experience through governance and cross-functional coordination.
Required 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
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