FREE ACCESS
5,000–10,000 jobs/day
See all jobs on JobTailor
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- 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 (SLAs)
- Support timely and seamless member onboarding and transitions in partnership with internal teams
- Serve as a senior point of contact for resolving complex member issues and service escalations
- Manage both internal and external escalations, including team-related issues and member-facing issues
- Partner with leadership and advisors to de-escalate problems and create effective resolutions
- Help build clear escalation pathways and response expectations across the Service team
- Lead member feedback conversations and service recovery efforts
- Partner directly with members when issues arise to preserve relationships and protect retention
- Identify recurring member concerns and implement corrective actions across the organization
- Oversee service team development, including training, mentorship, and performance management
- Act as a trusted coach and resource for advisors and service team members
- Help define clearer roles, responsibilities, and KPIs across the Service team
- Support career development and skill-building across service functions
- Own advisor onboarding and foundational training for all new Service Team members
- Establish career pathways and development plans for advisors and service team members
- Create ongoing coaching and mentorship programs designed to elevate advisor performance and consistency
- Ensure performance review processes, development plans, and coaching cadences are consistently executed across the organization
- Partner closely with leadership and operations to improve service workflows and team effectiveness
- Help implement scalable processes that improve consistency without requiring this role to own every operational task
- Contribute to service-related KPIs and metrics, while partnering with operations or leadership on reporting and broader analytics as needed
- Support capacity planning and team structure discussions to help ensure strong coverage and sustainable growth
- Manage strategic partnerships with key suppliers and ensure alignment with company goals
- Serve as a primary point of contact for SmartFlyer-related service matters, depending on organizational structure and future partnership plans
- Help maintain key external relationships that support service delivery and problem-solving
- Develop and maintain senior-level relationships with luxury travel suppliers, hotel partners, DMCs, airline partners, and representation companies
- Serve as the primary service contact for strategic external partnerships and consultants
- Maintain appropriate relationships with industry contacts relevant to trade shows and partner opportunities
- Oversee or coordinate trade show attendance for advisors, including allocation planning and communication
- Support management of FAM trip processes and advisor participation in line with company policies and budgets
- Establish fair and transparent processes for FAM and tradeshow participation
- Ensure FAM opportunities align with advisor development goals and company priorities
- Monitor participation and return-on-investment from educational travel opportunities
- Own all Service Team KPIs and performance outcomes
- Monitor and drive achievement of service standards, SLAs, and member experience metrics across all teams
- Track and improve key performance indicators including member retention, Net Dollar Retention, answered call percentage, email response times, SLA adherence, member onboarding timelines, escalation resolution times, and team productivity metrics
- Partner with leadership to identify trends, performance gaps, and opportunities for improvement
- Ensure consistent service delivery across all teams and pods
- Develop accountability structures and reporting mechanisms to support continuous improvement
- Provide backup Travel Advisor support and collaborate across teams to ensure seamless service delivery and exceptional member experiences when additional assistance is needed.
Requirements
What you’ll need- 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
Comp & perks- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service Standards DefinitionPerformance ManagementProcess ImprovementKPI DevelopmentService Level Agreement Adherence
Soft Skills
Problem SolvingCoachingCommunicationRelationship ManagementConflict Resolution
Certifications
Bachelor's Degree