Director of Service

Job not on LinkedIn

🕒 June 29

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🔴 Lead

👔 Director

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Marchay

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2014

🏨 Hospitality

📦 Logistics

✈️ Travel

Hospitality • Logistics • Travel

Marchay is a curated, membership-based luxury travel club and community that inspires, elevates, and executes remarkable travel experiences. The company provides its members with highly personalized travel advice and execution through a dedicated Travel Advisory team, ensuring a trusted and unbiased advisory relationship. Membership offerings include value-added benefits at top hotels globally, access to private jet services, and unique local experiences, all within a community that leverages shared expertise to enhance travel journeys.

📋 Description

• Lead efforts to elevate the member experience across the Service team • Define, reinforce, and improve service standards to ensure a consistent, high-touch member experience • Identify service gaps and recommend improvements in partnership with leadership • Ensure adherence to service expectations and service level agreements (SLAs) • Support timely and seamless member onboarding and transitions in partnership with internal teams • Serve as a senior point of contact for resolving complex member issues and service escalations • Manage both internal and external escalations, including team-related issues and member-facing issues • Partner with leadership and advisors to de-escalate problems and create effective resolutions • Help build clear escalation pathways and response expectations across the Service team • Lead member feedback conversations and service recovery efforts • Partner directly with members when issues arise to preserve relationships and protect retention • Identify recurring member concerns and implement corrective actions across the organization • Oversee service team development, including training, mentorship, and performance management • Act as a trusted coach and resource for advisors and service team members • Help define clearer roles, responsibilities, and KPIs across the Service team • Support career development and skill-building across service functions • Own advisor onboarding and foundational training for all new Service Team members • Establish career pathways and development plans for advisors and service team members • Create ongoing coaching and mentorship programs designed to elevate advisor performance and consistency • Ensure performance review processes, development plans, and coaching cadences are consistently executed across the organization • Partner closely with leadership and operations to improve service workflows and team effectiveness • Help implement scalable processes that improve consistency without requiring this role to own every operational task • Contribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as needed • Support capacity planning and team structure discussions to help ensure strong coverage and sustainable growth • Manage strategic partnerships with key suppliers and ensure alignment with company goals • Serve as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plans • Help maintain key external relationships that support service delivery and problem-solving • Develop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companies • Serve as the primary service contact for strategic external partnerships and consultants • Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities • Oversee or coordinate trade show attendance for advisors, including allocation planning and communication • Support management of FAM trip processes and advisor participation in line with company policies and budgets • Establish fair and transparent processes for FAM and tradeshow participation • Ensure FAM opportunities align with advisor development goals and company priorities • Monitor participation and return-on-investment from educational travel opportunities • Own all Service Team KPIs and performance outcomes • Monitor and drive achievement of service standards, SLAs, and member experience metrics across all teams • Track 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 metrics • Partner with leadership to identify trends, performance gaps, and opportunities for improvement • Ensure consistent service delivery across all teams and pods • Develop accountability structures and reporting mechanisms to support continuous improvement • Provide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences when additional assistance is needed.

🎯 Requirements

• 8–10+ years of experience in luxury travel, hospitality, service leadership, or a related high-touch client environment • At least 5 years of experience as a luxury travel advisor • Meaningful people leadership or team mentorship experience • Strong experience handling escalations, service recovery, and complex client situations • Deep understanding of high-touch service expectations and advisor support in a luxury environment • Experience creating structure, training, and process improvements within growing teams • Familiarity with travel industry partnerships, host agency relationships, and advisor support models • Available during Eastern Time business hours and for weekend and holiday team coverage • Bachelor’s degree • Experience managing supplier relationships and working with Sabre is a plus.

🏖️ Benefits

• Comprehensive Benefits: Fully covered medical, dental, and vision insurance • 401(k) Plan: Access to our retirement savings program • Generous Time Off: Ample PTO plus company holidays to recharge and reset • Flexibility: Remote work environment with the ability to manage your schedule effectively