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