About MarchayMarchay is a curated, membership-based travel service and community for some of the world's most sophisticated travelers. Broadly recognized as one of the country's most elite luxury travel services. A key benefit of membership is dedicated, unbiased service from a highly experienced travel team. Marchay offers unlimited, bespoke trip planning and execution, access to pre-vetted private homes and villas, and preferred partner benefits at over 1,200 luxury hotels worldwide.Role SummaryThe Director of Service is responsible for leading Marchay's Service team and ensuring exceptional member experiences through strong leadership, performance management, training, and operational excellence. This role owns service team performance, member retention initiatives, service standards, escalation management, advisor development, and key industry relationships. The Director of Service serves as the senior leader for the Service team and partners closely with Membership, Operations, and Executive Leadership to support company growth, capacity planning, and organizational objectives.Core ResponsibilitiesMember Experience & Service ExcellenceLead efforts to elevate the member experience across the Service teamDefine, reinforce, and improve service standards to ensure a consistent, high-touch member experienceIdentify service gaps and recommend improvements in partnership with leadershipEnsure adherence to service expectations and service level agreements (SLAs)Support timely and seamless member onboarding and transitions in partnership with internal teamsEscalation ManagementServe as a senior point of contact for resolving complex member issues and service escalationsManage both internal and external escalations, including team-related issues and member-facing issuesPartner with leadership and advisors to de-escalate problems and create effective resolutionsHelp build clear escalation pathways and response expectations across the Service teamLead member feedback conversations and service recovery effortsPartner directly with members when issues arise to preserve relationships and protect retentionIdentify recurring member concerns and implement corrective actions across the organizationTeam Leadership, Training & DevelopmentOversee service team development, including training, mentorship, and performance managementAct as a trusted coach and resource for advisors and service team membersHelp define clearer roles, responsibilities, and KPIs across the Service teamSupport career development and skill-building across service functionsOwn advisor onboarding and foundational training for all new Service Team membersEstablish career pathways and development plans for advisors and service team membersCreate ongoing coaching and mentorship programs designed to elevate advisor performance and consistencyEnsure performance review processes, development plans, and coaching cadences are consistently executed across the organizationService Operations & Cross-Functional CoordinationPartner closely with leadership and operations to improve service workflows and team effectivenessHelp implement scalable processes that improve consistency without requiring this role to own every operational taskContribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as neededSupport capacity planning and team structure discussions to help ensure strong coverage and sustainable growthStrategic Partnerships & External RelationshipsManage strategic partnerships with key suppliers and ensure alignment with company goalsServe as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plansHelp maintain key external relationships that support service delivery and problem-solvingDevelop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companiesServe as the primary service contact for strategic external partnerships and consultantsTrade Shows, FAMs & Industry CoordinationMaintain appropriate relationships with industry contacts relevant to trade shows and partner opportunitiesOversee or coordinate trade show attendance for advisors, including allocation planning and communicationSupport management of FAM trip processes and advisor participation in line with company policies and budgetsEstablish fair and transparent processes for FAM and tradeshow participationEnsure FAM opportunities align with advisor development goals and company prioritiesMonitor participation and return-on-investment from educational travel opportunitiesService Team Performance & Retention OwnershipOwn all Service Team KPIs and performance outcomesMonitor and drive achievement of service standards, SLAs, and member experience metrics across all teamsTrack and improve key performance indicators including member retention, Net Dollar Retention, answered call percentage, email response times, SLA adherence, member onboarding timelines, escalation resolution times, and team productivity metricsPartner with leadership to identify trends, performance gaps, and opportunities for improvementEnsure consistent service delivery across all teams and podsDevelop accountability structures and reporting mechanisms to support continuous improvementProvide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences when additional assistance is neededRequirementsCORE REQUIREMENTS8-10+ years of experience in luxury travel, hospitality, service leadership, or a related high-touch client environmentAt least 5 years of experience as a luxury travel advisorMeaningful people leadership or team mentorship experienceStrong experience handling escalations, service recovery, and complex client situationsDeep understanding of high-touch service expectations and advisor support in a luxury environmentExperience creating structure, training, and process improvements within growing teamsFamiliarity with travel industry partnerships, host agency relationships, and advisor support modelsAvailable during Eastern Time business hours and for weekend and holiday team coverageBachelor's degreeExperience managing supplier relationships and working with Sabre is a plusBenefitsComprehensive Benefits: Fully covered medical, dental, and vision insurance401(k) Plan: Access to our retirement savings programGenerous Time Off: Ample PTO plus company holidays to recharge and resetFlexibility: Remote work environment with the ability to manage your schedule effectivelyOfficial communication regarding this position and other employment opportunities at Marchay will only be sent via Workable or from the marchay.com domain. 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