Director of Service

ABOUT MARCHAY

Marchay 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 SUMMARY
The Director of Service leads Marchay's Service organization, driving exceptional member experiences through strategic leadership, operational excellence, talent development, and performance management. This role partners cross-functionally to optimize service delivery, strengthen member retention, and scale the organization while maintaining Marchay's high-touch luxury service standards.

CORE RESPONSIBILITIES

• Lead the Service organization, ensuring consistent delivery of exceptional member experiences through service excellence, operational execution, and adherence to service standards and SLAs.
• Oversee Service Team performance by establishing KPIs, coaching leaders and advisors, driving accountability, and supporting onboarding, training, career development, and performance management.
• Own member retention and service quality by leading complex escalations, service recovery efforts, and continuous improvement initiatives that strengthen member satisfaction and loyalty.
• Partner cross-functionally with Membership, Operations, and Executive Leadership to improve workflows, optimize capacity planning, and support scalable organizational growth.
• Build and maintain strategic relationships with luxury travel partners, suppliers, and industry organizations to enhance service delivery and support key business initiatives.
• Oversee advisor participation in trade shows, FAM trips, and educational opportunities, ensuring equitable processes, alignment with business priorities, and measurable return on investment.
• Serve as a senior leader and trusted resource across the organization, providing guidance during complex member situations, supporting cross-functional collaboration, and stepping in to ensure seamless service delivery when needed.

CORE 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.

• 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

Official communication regarding this position and other employment opportunities at Marchay will only be sent via Workable or from the marchay.com domain. Please be cautious of spam.