Head of Service Support & Transformation

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.  

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 and to keep inspiring and to continue to improve the lives of millions of members. For more information, please check our this video: Welcome to Ten

Will you help take us there? 

We are looking for a Head of Service Support & Transformation to join us in New York or Las Vegas. In this role, you will lead on a critical strategic portfolio within the North America region, serving as a key member of the regional leadership team. Your primary objective is to champion a member-focused work culture, elevating the member experience for our mass affluent and high-net-worth concierge programs by driving operational excellence and transformative change.

The role involves direct accountability for the Customer Experience, Service Excellence & Quality Assurance, Member Success and operational transformation initiatives. You will partner closely with Operations leadership to identify opportunities for improvement through process review, service journey mapping, value analysis and relevant continuous methodologies.

A core focus of the role is having oversight of key service metrics (Net Promoter Score, Customer Satisfaction Score, First Contact Resolution, Service Level Adherence, and productivity indicators) and translating these insights into actionable strategies. The role will also be a critical conduit between key strategic clients and Ten functions in partnership with the lead Client Services account leadership who are accountable for our client relationships.

Additionally, you will lead transformation efforts by implementing process improvements, automation, and innovation in close collaboration with Global Customer Experience, Transformation, Data, Product, and Engineering teams.

Key responsibilities:

Leadership & Team Development

• Lead and develop high-performing, cross-functional Customer Experience (CX) teams.
• Set clear, strategy-aligned goals and expectations.
• Foster accountability, collaboration, and continuous learning.
• Drive engagement, development, and succession.
• Contribute to service strategy and operational excellence.

Customer Experience Strategy & Innovation

• Chair the North America CX Council and prioritize improvements.
• Lead journey mapping and member-centric design.
• Identify and address drivers of dissatisfaction.
• Challenge existing processes to improve experience.
• Use customer insights to drive retention and strategy.

Service Excellence & Quality Assurance

• Implement and evolve quality frameworks and standards.
• Oversee multi-channel quality monitoring and follow-up.
• Ensure consistent, high-quality member interactions.
• Lead root cause analysis and corrective actions.
• Maintain performance reviews and benchmarking.

Member Success & Complaint Management

• Own end-to-end complaints resolution.
• Escalate critical risks and issues.
• Ensure corrective actions prevent recurrence.

Voice of Customer & Performance Analytics

• Own Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Service Level Agreements (SLA) and other productivity metrics.
• Generate actionable insights from data.
• Manage forecasting, staffing, and performance drivers.
• Present trends and recommendations to stakeholders.
• Promote data-driven decision-making.

Transformation & Continuous Improvement

• Lead productivity, quality, and cost improvement initiatives.
• Apply Lean, Six Sigma, and Kaizen methods.
• Implement automation and self-service solutions.
• Partner globally to scale improvements.
• Track ROI and business impact.

Crossfunctional Collaboration & Stakeholder Management

• Align with Operations and support functions.
• Partner with Data, Workforce Management, Training, Product, and Tech teams.
• Lead Key Performance Indicator (KPI) and performance reviews.
• Influence senior stakeholders on strategy and risk.
• Represent the region in global forums.

Location: Las Vegas or New York, onsite.

Requirements

Essential requirements:

• Minimum 8 years of progressive experience in customer experience, service operations, quality management, or transformation leadership roles.

• Minimum 3 years of senior leadership experience managing multidisciplinary teams in high-touch service environments.

• Proven track record leading service excellence programs for mass affluent and/or high-net-worth client segments.

• Demonstrated success implementing large-scale transformation initiatives with measurable business impact.
• Strong change leadership and experience driving process improvement using Lean, Six Sigma, and Agile
• Advanced analytical skills with the ability to translate data into actionable insights and recommendation
• Excellent stakeholder management, influencing, and cross-functional collaboration skills, including engaging senior leaders
• Fluent in English

Preferred requirements:

• Knowledge of luxury service, concierge, or premium financial services industries highly preferred.
• Preferred experience with data visualization platforms such as Tableau and Power BI

Benefits

• Comprehensive benefits: health, dental, vision, 401(k), paid leave, parental leave, tuition reimbursement
• Employee discounts, assistance programs, and access to global client networks
• Opportunities to partner with prestigious luxury brands and clients
• Clear advancement and recognition structures
  

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.