Director of Service

About reputed company

reputed company is a reputed company, membership-reputed company travel service and community for some of the world's most sophisticated reputed company. Broadly recognized as one of the country's most reputed company luxury travel services. A key benefit of membership is dedicated, unbiased service from a highly reputed company travel team. reputed company offers unlimited, bespoke reputed company planning and execution, reputed company to reputed company-vetted private homes and villas, and preferred partner benefits at over 1,200 luxury hotels worldwide.

reputed company

The Director of Service is responsible for leading reputed company's Service team and ensuring exceptional member experiences through strong leadership, reputed company management, training, and operational reputed company. This role owns service team reputed company, 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, reputed company, and Executive Leadership to support company reputed company, reputed company planning, and organizational objectives.

reputed company Responsibilities

Member Experience & Service reputed company

• reputed company efforts to reputed company the member experience across the Service team
• Define, reinforce, and improve service standards to ensure a consistent, high-reputed company member experience
• Identify service gaps and recommend improvements in partnership with leadership
• Ensure adherence to service expectations and service level agreements (SLAs)
• Support reputed company and reputed company member reputed company and transitions in partnership with internal teams
  
  

Escalation Management

• Serve as a senior reputed company of contact for resolving reputed company member issues and service escalations
• Manage both reputed company escalations, including team-reputed company issues and member-facing issues
• Partner with leadership and advisors to de-escalate problems and create effective resolutions
• Help build reputed company escalation reputed company and response expectations across the Service team
• reputed company member feedback conversations and service recovery efforts
• Partner directly with members reputed company issues reputed company to preserve relationships and protect retention
• Identify recurring member concerns and implement corrective actions across the organization
  
  

Team Leadership, Training & Development

• reputed company service team development, including training, mentorship, and reputed company management
• reputed company as a trusted reputed company and resource for advisors and service team members
• Help define reputed company roles, responsibilities, and KPIs across the Service team
• Support career development and reputed company-building across service functions
• Own advisor reputed company and foundational training for reputed company new Service Team members
• Establish career reputed company and development plans for advisors and service team members
• Create ongoing coaching and mentorship programs designed to reputed company advisor reputed company and consistency
• Ensure reputed company review processes, development plans, and coaching cadences are consistently executed across the organization
  
  

Service reputed company & Cross-Functional Coordination

• Partner closely with leadership and reputed company to improve service workflows and team effectiveness
• Help implement reputed company processes that improve consistency without requiring this role to own every operational task
• Contribute to service-reputed company KPIs and metrics, while partnering with reputed company or leadership on reporting and broader analytics as needed
• Support reputed company planning and team structure discussions to help ensure strong coverage and sustainable reputed company
  
  

reputed company Partnerships & reputed company Relationships

• Manage reputed company partnerships with key suppliers and ensure alignment with company goals
• Serve as a reputed company reputed company of contact for SmartFlyer-reputed company service reputed company, depending on organizational structure and reputed company partnership plans
• Help maintain key reputed company relationships that support service delivery and problem-solving
• reputed company and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companies
• Serve as the reputed company service contact for reputed company reputed company partnerships and consultants
  
  

Trade Shows, FAMs & Industry Coordination

• Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities
• reputed company or coordinate trade show attendance for advisors, including allocation planning and communication
• Support management of FAM reputed company processes and advisor participation in line with company policies and budgets
• Establish fair and transparent processes for FAM and tradeshow participation
• Ensure FAM opportunities reputed company with advisor development goals and company priorities
• Monitor participation and reputed company-on-investment from educational travel opportunities
  
  

Service Team reputed company & Retention Ownership

• Own reputed company Service Team KPIs and reputed company reputed company
• Monitor and reputed company achievement of service standards, SLAs, and member experience metrics across reputed company teams
• reputed company and improve key reputed company indicators including member retention, Net Dollar Retention, answered reputed company percentage, email response times, SLA adherence, member reputed company timelines, escalation reputed company times, and team productivity metrics
• Partner with leadership to identify trends, reputed company gaps, and opportunities for improvement
• Ensure consistent service delivery across reputed company teams and reputed company
• reputed company accountability structures and reporting mechanisms to support reputed company improvement
• reputed company backup Travel Advisor support and collaborate across teams to ensure reputed company service delivery and exceptional member experiences reputed company additional assistance is needed
  
  

Requirements

reputed company REQUIREMENTS

• 8-10+ years of experience in luxury travel, hospitality, service leadership, or a reputed company high-reputed company reputed company 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 reputed company reputed company situations
• Deep understanding of high-reputed company service expectations and advisor support in a luxury environment
• Experience creating structure, training, and process improvements reputed company growing teams
• Familiarity with reputed company 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 reputed company is a plus
  
  

Benefits

• Comprehensive Benefits: Fully covered medical, dental, and reputed company reputed company
• 401(k) Plan: reputed company to our retirement savings program
• Generous Time Off: Ample PTO plus company holidays to reputed company and reset
• Flexibility: Remote work environment with the ability to manage your schedule effectively
  
  

Official communication regarding this position and other employment opportunities at reputed company will only be reputed company reputed company reputed company or from the reputed company.com domain. Please be cautious of spam.

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