Concierge Manager

The Concierge Manager is a Studio Manager — just without the treatment rooms, and with a team that spans Newport and the Philippines. You own your metrics, your culture, and your results with the same full accountability that every NakedMD studio leader carries — and you extend that standard to every agent representing NakedMD, wherever they sit. If you lead like an owner, operate with precision, and hold every team member to a standard that makes the studios proud — this is your role.

Key responsibilities include:

Manage the daily operations of NakedMD’s call center with the same rigor and ownership a Studio Manager brings to a physical location — staffing, scheduling, queue management, workflow optimization, and accountability to performance targets across both the on‑site and offshore teams.

Monitor and own KPIs including inbound and outbound call volume, average handle time, first‑call resolution rate, appointment conversion rate, abandoned call rate, and patient satisfaction scores across both teams.

Develop and continuously refine call‑handling scripts, escalation protocols, and team workflows to ensure consistency and a patient experience that reflects the NakedMD brand at every touchpoint — regardless of where the agent is located.

Oversee all outbound concierge functions: patient follow‑up calls, reactivation outreach, appointment reminders, post‑treatment care calls, and membership retention communication.

Manage the call center technology stack — phone systems, CRM, scheduling platforms, and communication tools — ensuring both the on‑site and offshore teams are fully trained, equipped, and utilizing every available resource.

Lead, develop, and hold accountable the on‑site concierge team at Costa Mesa headquarters with the same intentionality a Studio Manager brings to their studio — setting clear expectations, coaching consistently, and investing in every person’s growth.

Conduct regular one‑on‑ones, live call monitoring sessions, and formal performance reviews for all on‑site direct reports, providing specific and actionable feedback that drives measurable improvement.

Build and maintain training programs covering NakedMD’s full service menu, scheduling systems, call handling standards, objection management, and patient experience expectations.

Manage on‑site team scheduling to ensure adequate coverage across all hours of operation, minimizing gaps and responding quickly to volume fluctuations or staffing changes.

Foster a team culture that is warm, accountable, and deeply patient‑focused — where every agent understands that their voice is the studio for every patient who hasn’t walked in yet.

Honor and respect the diversity of our patients and our team, holding every Concierge Representative to the same standard of inclusive, professional communication.

Remotely oversee and support the day‑to‑day management of NakedMDSupport the oversight and day‑to‑day management of NakedMD’s offshore call center team based in the Philippines, ensuring full alignment with on‑site standards, workflows, and patient experience expectations. Philippines‑based call center team, ensuring full alignment with on‑site standards, workflows, and patient experience expectations from Costa Mesa headquarters.

Serve as the primary operational bridge between the Philippines team and Costa Mesa headquarters — communicating process changes, performance expectations, and brand updates clearly and consistently.

Monitor the offshore team’s performance metrics with the same accountability applied to the on‑site team — reviewing quality scores, call adherence, conversion rates, and patient satisfaction on a regular…