Marchay

Director of Service

New York, New York, United States · Director

Sponsorship not specified$0k-$0kDetected 23 days ago

Performance ManagementLeadershipCommunicationProblem SolvingMentoring

About the role

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.
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.

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
Experience creating structure, training, and process improvements within growing teams
Bachelor's degree

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)
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
Act as a trusted coach and resource for advisors and service team members
Help define clearer roles, responsibilities, and KPIs across the Service team
Establish career pathways and development plans for advisors and service team members

This listing is sourced directly from Marchay's careers page and normalized into a canonical job model.