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 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 Responsibilities Member Experience & Service Excellence 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 Escalation Management 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