Client Services Concierge Manager

Position Summary

The Client Services Concierge Manager leads and manages a team of Client Services Concierge, who are responsible for in-person client visits across Houston and other Texas cities. This role combines full team leadership and people management with the day-to-day scheduling, logistics, and performance oversight. The Manager owns daily scheduling and route logistics for a geographically distributed field team, resolves client escalations arising from concierge visits, and serves as the primary link between the concierge team and the Programming team on the internal tools the team relies on in the field.

The ideal candidate is comfortable managing people and managing logistics in equal measures. It requires someone who can coach and develop a field-based team while also being hands-on with the scheduling tools and technology that keep that team running efficiently day to day.

Key Responsibilities

Team Leadership and Development

• Lead, manage, and develop a team of Client Services Concierges conducting in-person client property visits across Houston and other Texas cities.
• Train, coach, motivate, and provide ongoing feedback to concierge staff, including onboarding of new team members.
• Conduct monthly and annual performance reviews, and manage performance issues through coaching, formal improvement plans, and where necessary, termination decisions, in partnership with HR.
• Monitor individual and team performance, visit quality, and productivity, and address knowledge or skill gaps proactively.
• Keep the team informed of relevant updates affecting concierge visits, including changes in the property tax industry and company process.

Scheduling and Logistics Management

• Own the daily scheduling and dispatch of concierge site visits across Houston and other Texas markets, balancing territory coverage, travel efficiency, and client priority.
• Manage the concierge team's daily call/visit volume and set priorities to meet service level goals.
• Partner with leadership and other departments to coordinate scheduling of site visits, including with the international call center as needed.
• Use O’Connor's internal logistics and scheduling tools to plan, adjust, and optimize concierge routes and daily workload in real time.
• Track and analyze visit volume, productivity, and scheduling efficiency; generate regular reports for leadership.

Technology and Programming Liaison

• Serve as the concierge team's primary point of contact for issues with internal logistics/scheduling tools and field devices (tablets/handhelds).
• Clearly document and communicate software and system issues to the Programming team, providing the detail needed for effective troubleshooting.
• Test new tool updates and features before and after rollout, validating functionality and providing feedback from a field-operations perspective.
• Train the concierge team on effective use of internal tools, scheduling systems, and field devices.
• Partner with IT/Programming to resolve device, connectivity, or system issues affecting field operations.

Client Escalations and Service Quality

• Manage and resolve high-level client escalations and complaints arising from concierge visits.
• Monitor email, voicemail, and case management systems to ensure timely client follow-up.
• Review completed site visit documentation and photos for quality, completeness, and consistency with company standards.
• Partner with other departments (Client Success, Sales, Operations) to ensure a seamless client experience from initial concierge visit forward.

Strategic and Operational Contribution

• Identify and implement process improvements to increase concierge team efficiency and service quality.
• Partner with leadership on planning and initiatives related to field client service and territory coverage, including expansion into new Texas markets.
• Perform other duties as assigned.

Qualifications

Required

• Bachelor's degree preferred; some college required, or equivalent relevant experience.
• 4+ years of experience in customer service, field operations, or client-facing roles, including at least 2 years in a supervisory or team lead capacity.
• Experience managing scheduling or logistics for a distributed or field-based team.
• Comfort using and troubleshooting internal software/logistics tools, with the ability to clearly communicate technical issues to a Programming/IT team.
• Strong organizational and multitasking skills, with the ability to manage a statewide team's daily schedule and shifting priorities.
• Excellent verbal, written, and interpersonal communication skills.
• Proficiency with Microsoft Office and case management/CRM systems.
• Valid driver's license and reliable personal vehicle; ability to travel locally and regionally within Texas as needed.

Competencies

• Leadership & People Development
• Logistics & Scheduling Management
• Technology Fluency & Cross-Functional Collaboration
• Client Relationship Management
• Problem-Solving & Decision-Making
• Organization & Prioritization
• Communication Excellence
• High Accountability & Ownership