# Director of Luxury Travel

**Company:** [Marchay](http://jobs.workable.com/companies/pS56odp68bENuLithJGvDW.md)
**Location:** New York, United States
**Workplace:** hybrid
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/38a88490-be47-4f6a-953c-086f6052f039)

## 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 leads Marchay's Service organization, driving exceptional member experiences through strategic leadership, operational excellence, talent development, and performance management. This role partners cross-functionally to optimize service delivery, strengthen member retention, and scale the organization while maintaining Marchay's high-touch luxury service standards.

\*Please note that this is a remote role

**CORE RESPONSIBILITIES**

-   Lead the Service organization, ensuring consistent delivery of exceptional member experiences through service excellence, operational execution, and adherence to service standards and SLAs.
-   Oversee Service Team performance by establishing KPIs, coaching leaders and advisors, driving accountability, and supporting onboarding, training, career development, and performance management.
-   Own member retention and service quality by leading complex escalations, service recovery efforts, and continuous improvement initiatives that strengthen member satisfaction and loyalty.
-   Partner cross-functionally with Membership, Operations, and Executive Leadership to improve workflows, optimize capacity planning, and support scalable organizational growth.
-   Build and maintain strategic relationships with luxury travel partners, suppliers, and industry organizations to enhance service delivery and support key business initiatives.
-   Oversee advisor participation in trade shows, FAM trips, and educational opportunities, ensuring equitable processes, alignment with business priorities, and measurable return on investment.
-   Serve as a senior leader and trusted resource across the organization, providing guidance during complex member situations, supporting cross-functional collaboration, and stepping in to ensure seamless service delivery when 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.**_