Director of Service

Marchay 1; United States; Remote; USD 108,000 - 132,000; Full time

Benefits offered by this job

Salary starting at $120,000

Comprehensive Benefits

401(k) Plan

Generous Time Off

Remote work flexibility

Job summary

Marchay is seeking a Director of Service to lead our Travel Advisors, delivering exceptional member experiences and building a high-performing team. This remote role requires guiding service standards, cross-functional collaboration, and scaling operations to meet growth while maintaining luxury hospitality.

You will drive accountability, coach leaders, and champion partner relationships to elevate member satisfaction.

Qualifications

• 8–10+ years in luxury travel or a high-touch client environment.
• At least 5 years as a luxury travel advisor.
• Proven people leadership or mentoring experience.
• Strong experience handling escalations and service recovery.
• Deep understanding of high-touch service expectations.
• Experience creating structure, training, and process improvements in growing teams.
• Familiarity with travel industry partnerships and host agency models.
• Available during Eastern Time business hours and for weekend/holiday coverage.
• Bachelor’s degree.
• Experience managing supplier relationships; Sabre is a plus.

Responsibilities

• Lead the Service organization and foster a culture of exceptional hospitality and quality member service.
• Coach and support Service leaders and advisors including onboarding, training, feedback, and performance management.
• Monitor service quality using performance indicators and team feedback to identify improvements.
• Act as senior escalation point for complex member situations and guide service recovery with sound judgment.
• Partner with Membership, Operations and Leadership to improve workflows and resource planning.
• Identify opportunities to enhance member experience, advisor effectiveness, and day-to-day operations.
• Build strong relationships with luxury travel partners and suppliers to support business priorities.

Skills

Luxury travel

People leadership

Escalation management

Training & process improvement

Supplier partnerships

Sabre

ET hours availability

Education

Bachelor's degree

Tools

Sabre

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, Marchay provides members with dedicated, unbiased support from a highly experienced travel team. Membership includes unlimited bespoke trip planning and execution, access to pre-vetted private homes and villas, and preferred partner benefits at more than 1,200 luxury hotels worldwide.

ROLE SUMMARY

Are you passionate about luxury travel and creating memorable, highly personalized experiences? We are looking for a thoughtful, service-driven leader who thrives on delivering exceptional hospitality, building strong relationships, and helping a talented team exceed member expectations.

The Director of Service leads Marchay’s team of experienced Travel Advisors, with responsibility for delivering exceptional member experiences, developing and supporting a high-performing team, and ensuring the thoughtful, consistent execution of Marchay’s service standards. This role combines people leadership, operational oversight, and hands-on problem solving, while partnering cross-functionally to strengthen the member experience and support the continued growth of the organization.

Please note that this is a remote role.

CORE RESPONSIBILITIES

• Lead the Service organization, fostering a culture of exceptional hospitality, ownership, collaboration, and consistently high-quality member service.


• Coach, develop, and support Service leaders and advisors, including onboarding, training, feedback, and performance management.


• Maintain a strong understanding of the quality and consistency of member service, using thoughtful performance indicators and team feedback to identify opportunities for improvement.


• Serve as a senior point of escalation for complex member situations, guiding service recovery and ensuring issues are handled with sound judgment, urgency, discretion, and care.


• Partner cross-functionally with Membership, Operations, and Executive Leadership to improve workflows, anticipate resourcing needs, and support the thoughtful scaling of the Service organization.


• Identify and implement opportunities to enhance the member experience, advisor effectiveness, and day-to-day Service operations.


• Build and maintain strong relationships with luxury travel partners, suppliers, and industry organizations to enhance service delivery and support key business priorities.

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

• Salary: Starting at $120,000, credit given for experience and excellent bonus oppportunity


• 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