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
• Identify recurring member concerns and implement corrective actions across the organization
  
  

Team Leadership, Training & Development

• 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
• Support career development and skill-building across service functions
• Own advisor onboarding and foundational training for all new Servi