Director Of Member Services

Director of Member Services

** THIS POSITION IS LIMITED TO APPLICANTS PERMANENTLY LOCATED IN THE FOLLOWING GEOGRAPHIC LOCATIONS ONLY: CA, GA, FL, TN, OR, NV, HI, CO, MA **

Who We Are

PS is a luxury hospitality company that builds and operates private terminals for commercial flights. PS currently operates at Los Angeles International Airport and Hartsfield-Jackson Atlanta International Airport and is developing new terminals at Dallas Fort Worth International Airport and Miami International Airport. Far removed from the chaos of the surrounding airport and just steps away from the airfield, PS offers 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 the Airport. 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.

PS aims to be in every major airport in the US.

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 reservations.

We are seeking an experienced Director of Member Services who is energetic, enthusiastic, and hardworking to join our growing team. The Director will be the head of the Member Services department reporting to the Vice President of Membership.

Responsibilities

• Lead execution of the Member Services Department strategy.
• Help define and manage operational KPIs for the Member Services Department, build tracking and reporting of metrics related to department performance.
• Drive seamless member onboarding, and positive member experiences across all Member Service segments.
• Striving for excellence with internal, products, processes and people.
• Design support and implementation of strategies that drive member satisfaction, retention and revenue to increase membership renewal, increase member usage and reduce churn.
• Develop roles within Member Services Team and ensure the execution of training and development to grow the next generation of leaders in the company
• Coach team members and manage individual performances.
• Effectively and energetically lead a team of remote team members across multiple time zones.
• Manage department budget, team scheduling and other operational and managerial tasks.
• Strategize with leadership to improve and sustain team culture, efficiency, workflow and processes.
• Personally handle high touch client escalations and recoveries.
• Ensure that all SOPs are being adhered to and refined for improvement.

Skills

Leadership and Management, Customer Service, Plus One Hospitality, Customer Engagement, Creative Problem Solving, Resource Allocation, Product Knowledge, Operational Experience, Customer Success, Customer Satisfaction, Customer Journey Mapping, Change Management, Luxury Travel Reservation Processing, Membership Retention, Analytics, Product Optimization, Presentations.

The right candidate will have a strong operational background, 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 their skill set, the Director should be a thought leader responsible for all aspects of a strong and positive team culture while delivering an exceptional member experience.

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
• 2+ years of experience managing remote team members.
• 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 organization skills and 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

This is a full-time, exempt salaried role.

PS is an equal-opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis. PS considers for employment qualified applicants with criminal histories consistent with applicable federal, state, and local law.