Director of Service

This is a fully remote position, open to applicants in New York.

📋 Description

• Spearhead initiatives aimed at enhancing the member experience throughout the Service team.

• Establish, reinforce, and refine service standards to deliver a consistent and high-quality member experience.

• Recognize service gaps and suggest improvements in collaboration with leadership.

• Ensure compliance with service expectations and service level agreements (SLAs).

• Facilitate prompt and smooth member onboarding and transitions in conjunction with internal teams.

• Act as a senior point of contact for addressing complex member issues and service escalations.

• Manage both internal and external escalations, addressing both team-related and member-facing challenges.

• Collaborate with leadership and advisors to resolve issues and develop effective solutions.

• Assist in establishing clear escalation pathways and response protocols across the Service team.

• Lead conversations regarding member feedback and service recovery initiatives.

• Work directly with members to resolve issues, aiming to maintain relationships and ensure retention.

• Identify recurring member concerns and implement corrective measures throughout the organization.

• Supervise the development of the service team, including training, mentorship, and performance management.

• Serve as a reliable coach and resource for advisors and service team members.

• Help clarify roles, responsibilities, and KPIs within the Service team.

• Promote career development and skill enhancement across service functions.

• Oversee advisor onboarding and foundational training for all new Service Team members.

• Create career pathways and development plans for advisors and service team personnel.

• Develop ongoing coaching and mentorship programs aimed at enhancing advisor performance and consistency.

• Ensure that performance review processes, development plans, and coaching schedules are uniformly executed across the organization.

• Collaborate closely with leadership and operations to enhance service workflows and team efficiency.

• Assist in implementing scalable processes that improve consistency without necessitating that this role manage every operational task.

• Contribute to service-related KPIs and metrics, collaborating with operations or leadership on reporting and broader analytics as required.

• Support capacity planning and team structure discussions to ensure robust coverage and sustainable growth.

• Manage strategic partnerships with key suppliers, ensuring alignment with company objectives.

• Serve as the primary contact for SmartFlyer-related service issues, depending on organizational structure and future partnership strategies.

• Help maintain essential external relationships that facilitate service delivery and problem resolution.

• Build and sustain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation firms.

• Act as the principal service liaison for strategic external partnerships and consultants.

• Maintain appropriate connections with industry contacts relevant to trade shows and partnership opportunities.

• Oversee or coordinate trade show participation for advisors, including allocation planning and communication.

• Assist in managing FAM trip processes and advisor involvement in accordance with company policies and budgets.

• Establish equitable and transparent processes for FAM and trade show participation.

• Ensure FAM opportunities are aligned with advisor development objectives and company priorities.

• Monitor participation and return on investment from educational travel opportunities.

• Own all Service Team KPIs and performance outcomes.

• Oversee and promote adherence to service standards, SLAs, and member experience metrics across all teams.

• Track and improve key performance indicators such as member retention, Net Dollar Retention, call response rates, email response times, SLA compliance, member onboarding timelines, escalation resolution durations, and team productivity metrics.

• Collaborate with leadership to identify trends, performance gaps, and improvement opportunities.

• Ensure consistent service delivery across all teams and pods.

• Develop accountability frameworks and reporting systems to support ongoing improvement.

• Provide backup support to Travel Advisors and collaborate across teams to ensure seamless service delivery and outstanding member experiences when additional assistance is required.

⛳️ 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.

• Significant experience in people leadership or team mentorship.

• Strong background in managing escalations, service recovery, and complex client situations.

• In-depth understanding of high-touch service expectations and advisor support in a luxury setting.

• Proven experience in creating structure, training, and process enhancements within expanding teams.

• Familiarity with travel industry partnerships, host agency relationships, and advisor support models.

• Availability during Eastern Time business hours and for weekend and holiday team coverage.

• Bachelor’s degree required.

• Experience in managing supplier relationships and working with Sabre is advantageous.

🏝️ 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.