Director of Service
Job Description
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 c