Summary
Description
At Inspirato, we are committed to promoting diversity, equity, and inclusion in all we do—in our workplace, our business initiatives, our marketing, and the causes we support. As an innovator in the industry, we also recognize the valuable role diverse perspectives play in keeping us at the forefront of our business. Together we span ages, abilities, cultures, races, religions, gender identities, and sexual orientations. We not only embrace those differences; we celebrate them.
The Downtown Denver-based Company seeks a dynamic sales and service-oriented professional who is highly organized and has experience catering to our unique luxury clientele. There is no business like the vacation business, and the Inspirato brand of vacation is like no other in our industry. We are building a team of like-minded individuals with a laser focus on Inspirato members.
Job Expectations
The Director, Member Care, is a dynamic, high-impact leader responsible for delivering exceptional member experiences while meeting or exceeding regional revenue goals. This individual oversees 4 direct reports and a rollup of 50-55 Care professionals and is accountable for $100M in annual revenue through strategic execution of booking, retention, upgrade, and referral initiatives. As a key operational leader, the Director brings sound judgment, leadership presence, and a strong bias for action—delivering personalized, proactive service that drives long-term member satisfaction and club profitability.
This role reports to the Senior Vice President, Member Care and is expected to translate company vision into actionable strategies that maximize team performance, uphold white-glove standards, and deliver measurable commercial outcomes.
Key Responsibilities
Revenue & Performance Leadership
- Supports the execution of strategic initiatives and executive leadership for the Member Care department, setting long-term goals aligned with broader company priorities.
- Own regional revenue performance, including retention, upgrades, term extensions, booking conversion, and referrals.
- Ensure consistent operational excellence and efficiency across all service delivery models, channels, and regions.
- Analyze performance metrics and member behavior to proactively influence team actions and hit pacing targets.
Member Experience & Issue Resolution
- Support the department through transformation and growth initiatives, including new platforms, services, or experience enhancements.
- Represent Member Care in strategic forums and discussions, ensuring the voice of the member is embedded in department decisions.
- Uphold Inspirato’s luxury brand standards through emotionally intelligent service delivery and proactive member engagement.
- Lead regional service recovery efforts with full decision-making authority on escalated member issues, balancing service excellence with business impact.
- Champion a culture of hospitality, personalization, and ownership within the Care teams.
People & Culture
- Cultivate a high-performing, inclusive, and engaged team culture that attracts, develops, and retains top talent.
- Drive leadership development efforts that scale with the business and build future executive bench strength.
- Partner with HR and senior leadership to shape organizational structure, compensation planning, and succession strategy.
- Champion values of integrity, collaboration, and a relentless commitment to the members.
Strategic Execution & Autonomy
- Execute departmental strategy with autonomy and agility—adapting to regional nuances and evolving member expectations.
- Partner cross-functionally as needed while remaining focused on Care team leadership and member impact.
- Contribute to departmental initiatives, pilots, and service enhancements that elevate member loyalty and lifetime value.
Qualifications
- BA/BS degree or equivalent experience
- 10+ years of progressive leadership experience in customer experience, operations, or client services—ideally in luxury travel, hospitality, or a high-touch service environment.
- Experience leading service organizations with $50M+ in revenue and 20+ direct or matrixed reports.
- Have proven proficiency in Regional Manager role or equivalent experience, including growth of revenue in their region of responsibility.
- Candidates must have experience and confidence working closely with a multitude of affluent clients. In addition, we are seeking:
o Demonstrated ability to communicate, present, collaborate and influence credibly and effectively – with members, internal teams, management, etc.
o Experience in delivering client-focused solutions based on member needs
o Proven ability to manage multiple projects at a time while paying strict attention to detail
o Excellent listening, negotiation, and presentation skills
o Excellent verbal and written communications skills
o Proficiency with current communication technology (MS Outlook, Salesforce, Chat applications, etc.) and aptitude to learn new systems
Compensation
- Base Salary: $102,000–$112,000
- OTE Range: $130,000–$150,000
- Plus, familiarization travel perks
We believe in building a compensation structure that reflects the comparable market pay rate for positions at companies similar in size, revenue generation and geographic location; in addition to individual factors including seniority, performance-based merit, education/training, and experience related to scope of responsibilities.
This role’s variable compensation is tied to key performance indicators including regional retention rate, booking revenue pacing, and team engagement. Successful Regional Managers demonstrate strong ownership of both service and sales outcomes, with autonomy to drive member impact at scale.
Commission – This position is eligible for the 2025 Care Commission Plan. Additional details will be set forth after your initial start date.
Benefits – This position is eligible for a health and welfare benefits package including medical, dental & vision insurance.
401k Retirement Plan – This position is eligible to participate in the company’s 401k retirement plan.
Flexible Paid Time Off – This position is eligible for flexible paid time off. At Inspirato, we believe in taking personal responsibility for managing and balancing our individual time off with our workload and results. Instead of accruing or being granted a specific number of days per year, employees have the flexibility to manage their time out of the office.
- Individuals based in California are eligible for a paid time off policy in which PTO is accrued during each pay period.
