Director of Operations

Director of Member Experience and Operations, Luxury Travel Community (Confidential Client)

Kindly note: this job description is paraphrased. The full version will be shared upon candidate advancement.

Seeking:

A strategic operator and executor committed to auditing and elevating the global member experience, designing high-touch service offerings and ensuring every step of the member journey feels refined, seamless, and elevated. Remote in NYC or Boston. Compensation: $105,000 to $130,000.

What You'll Do:

• Audit offerings, define, and implement improvements that strengthen the member journey.
• Design and launch new services that enrich the premium experience.
• Build workflows, playbooks, and global service standards.
• Establish and track metrics tied to satisfaction and quality.
• Optimize team workflow and cross-functional processes.
• Partner across departments to align the member journey.
• Lead partnerships, referrals, and ambassador programs.
• Manage and mentor direct reports to elevate member services.
• Ensure alignment across Marketing, Sales, and Member Experience.

Qualifications:

• 7+ years scaling premium member services. Hospitality, luxury travel, or like experience is a plus.
• Experience building or scaling service operations.
• Strong project management, organizational, and outcomes-oriented skills.
• High initiative and accountability; thrives independently.
• Skilled with spreadsheets and data tracking - rooted in metrics and KPIs.
• Strong communication, leadership, and executional abilities. Builder's mindset.

Huge thank you to everyone who applies and is interested. We will reach out directly with more information if it is a mutual fit.