Director of Service | JobSetuu

Description

Job Overview

• Source: RemoteOK

Job Description

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 Service Team members
• Establish career pathways and development plans for advisors and service team members
• Create ongoing coaching and mentorship programs designed to elevate advisor performance and consistency
• Ensure performance review processes, development plans, and coaching cadences are consistently executed across the organization
  
  

Service Operations & Cross-Functional Coordination

• Partner closely with leadership and operations to improve service workflows and team effectiveness
• Help implement scalable processes that improve consistency without requiring this role to own every operational task
• Contribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as needed
• Support capacity planning and team structure discussions to help ensure strong coverage and sustainable growth
  
  

Strategic Partnerships & External Relationships

• Manage strategic partnerships with key suppliers and ensure alignment with company goals
• Serve as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plans
• Help maintain key external relationships that support service delivery and problem-solving
• Develop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companies
• Serve as the primary service contact for strategic external partnerships and consultants
  
  

Trade Shows, FAMs & Industry Coordination

• Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities
• Oversee or coordinate trade show attendance for advisors, including allocation planning and communication
• Support management of FAM trip processes and advisor participation in line with company policies and budgets
• Establish fair and transparent processes for FAM and tradeshow participation
• Ensure FAM opportunities align with advisor development goals and company priorities
• Monitor participation and return-on-investment from educational travel opportunities
  
  

Service Team Performance & Retention Ownership

• Own all Service Team KPIs and performance outcomes
• Monitor and drive achievement of service standards, SLAs, and member experience metrics across all teams
• Track and improve key performance indicators including member retention, Net Dollar Retention, answered call percentage, email response times, SLA adherence, member onboarding timelines, escalation resolution times, and team productivity metrics
• Partner with leadership to identify trends, performance gaps, and opportunities for improvement
• Ensure consistent service delivery across all teams and pods
• Develop accountability structures and reporting mechanisms to support continuous improvement
• Provide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences when additional assistance is needed
  
  

Requirements

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
  
  

Benefits

• 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.

Expert Career Tips for Director of Service Roles

To succeed in a competitive market as a Director of Service , you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Director of Service requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Director of Service position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.