Director of Service
Marchay Open · verified Oct 24, 2026 At a glance
Director-level role at Marchay. Remote, United States · full-time · from $120,000 base.
remoteroles summary, based on the employer's posting.
What you'll do
- Run the Service organization and develop its leaders and advisors through coaching, onboarding, training and performance feedback
- Use service measures and team feedback to spot inconsistent member experiences and decide where to improve
- Take charge of difficult member cases, directing recovery with discretion, urgency and sound judgment
- Work with Membership, Operations and executive leaders to refine workflows and anticipate staffing needs
- Strengthen travel partner and supplier ties while improving advisor support and everyday Service operations
What you bring
- At least eight years in luxury travel, hospitality, service leadership or another high-touch client setting
- At least five years advising clients in luxury travel
- You bring people leadership or mentoring experience, including work on escalations and complicated client situations
- You have improved team processes and created training or structure, and hold a bachelor's degree
Who this fits
This director position suits an experienced luxury travel advisor ready to lead a service team and resolve complex member issues. The job is remote within the United States. You must be available for Eastern business hours and provide coverage on weekends and holidays.
From the employer
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
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.
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