Member Services Director jobs in Massachusetts

PS is a private luxury terminal serving commercial flights at LAX and ATL, opening DFW in 2024 and MIA in 2025. Far removed from the chaos of the surrounding airport and just steps away from the airfield, we offer the ease, privacy, and security of the private flight experience for commercial travel.

With unprecedented access, PS has the only private partnership with both TSA and Customs and Border Protection, our guests move seamlessly through arrivals and departures. A team of expert Agents works behind the scenes to choreograph every step of the pre- or post-flight experience. Sail through our private, line-free TSA screening, access dedicated customs and immigration services on arrival and relax as our trained drivers escort you across the airfield directly to/from your aircraft. All without stepping inside LAX. Guests also enjoy private suites, chef-prepared food, spa services and more, all while our Control Room coordinates with government, security, and airline officials to ensure the utmost efficiency, safety, and privacy.

Waiting in lines, maneuvering through crowds, and handling unwieldy luggage are things of the past at PS. So is the airport experience you’ve come to know. PS is a new alternative to commercial air travel, with unwavering service, seamless access, and inspired experience. So, you can enjoy the path you’re on.

The Role

The Member Services Team is an integral part of the PS operation. The team serves as a direct point of contact for high profile, high touch members and their travel arrangers. PS clients are prominent, influential individuals who access PS services because they require an elite level of protection and service. They expect the highest level of hospitality and customer service at every interaction.

The Member Services Team is responsible for coordinating with multiple internal and external entities to collect personal and confidential travel related details in a timely manner to process, confirm and modify incoming reservations. We are seeking an experienced Member Services Director who is energetic, enthusiastic and hardworking to join our growing team. The position will be expected to establish and monitor KPIs, strategize with leadership to improve team culture, efficiency, work flow and effectively and energetically lead a team of remote team members. They will handle high touch clientescalations and approvals. The ideal candidate must have experience delivering exceptional hospitality and customer service in high touch, time sensitive environments.

The right candidate will be flexible, attentive and strategic, adapting to ever-shifting situations at a moment's notice and able to anticipate reservation issues before they arise. Thorough and fastidious with the ability to constantly grow, improve, and expand his/her skill set, the Director is responsible for all aspects of a strong and positive team culture while delivering an exceptional member experience.

The Director will be the head of the Member Services department, reporting to the Vice President of Membership.

Responsibilities

• Lead Member Services Team comprised of primarily remote members across multiple time zones
• Train and coach team members, monitor individual performance and goals
• Establish and monitor department KPIs, reporting to the Vice President
• Ensure that all SOPs are being adhered to
• Identify opportunities for improvement and efficiencies within the department.
• Identify growth opportunities within team members.
• Responsible for maintaining and improving reservations operations to ensure a high degree of accuracy in guest reservations
• Strategize with leadership on growth and expansion opportunities.
• Maximize satisfaction of guests and team members
• Collaborate and drive communication to other relevant departments
• Deescalate situations that need Senior management involvement
• Problem solve and provide creative solutions to team members and clients
• Responsible for department budget
• Oversee team scheduling, and other management tasks to assist in the operation of the team

Requirements

• 10 years of experience in a luxury customer service/hospitality related field required
• 5 years of experience in a leadership role in customer service required
• Experience growing teams both globally and remotely preferred
• Experience managing remote teams
• Must possess both excellent written and verbal communication skills.
• Strong technological, analytical and problem-solving skills.
• Experience working in a team environment – team player
• Experience working with high-level executives and HNWI in a luxury environment
• Strong attention to detail
• Able to adapt to a changing environment within a rapidly growing startup environment.
• Able to proficiently use Microsoft Office and learn CRM Dynamics platforms
• Able to work in a dynamic environment and be part of a growing business open 24/7
• Someone with an appetite for learning, growing and relentlessly seeking perfection in everything they do
• Pass a pre-employment drug screening background check
• Collection of SSN as part of the background check process will be required
• Must be authorized to work in the United States

Full Time Employee Benefits

• Employee benefits include medical, dental, vision, life insurance, long-term and short-term disability
• 401K retirement plan with company matching
• Health and Dependent care FSA and HSA with company matching
• Merit-based raises and bonuses
• Unlimited PTO
• Monthly wellness and health reimbursement
• Cell phone expense reimbursement
• Paid training
• A great career path with promotion opportunities
• Tier 3 PS Use benefit