Service Excellence Team Manager - NAM

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  

• 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 Ex