Director of Service
M
MarchayLuxury Travel
New York, United States, Eastern Time business hoursFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–10+ years
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.
Responsibilities
- 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.
- Serve as a senior point of contact for resolving complex member issues and service escalations.
- Oversee service team development, including training, mentorship, and performance management.
- Partner with leadership and operations to improve service workflows and team effectiveness.
- Manage strategic partnerships with key suppliers and ensure alignment with company goals.
- Own all Service Team KPIs and performance outcomes, monitoring and driving achievement of service standards and SLAs.
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