Director of Member & Guest Services; Customer Care

Ready to be part of something extraordinary? At Cooper’s Hawk, connection is at the heart of everything we do, and we’re looking for passionate people to join us. When you become part of our team, you step into a collaborative, supportive culture built on Uncompromising Hospitality, where standards and genuine care come together to create something truly unforgettable. As we continue our exciting journey, you’ll help us deliver unforgettable experiences to our Wine Club Members and the entire Cooper’s Hawk community.

Join us, and let’s turn moments into lasting memories.

Our success is no secret—it’s the result of investing in exceptional individuals and delivering meaningful, hospitality‑led experiences for our Members and Guests. Cooper’s Hawk Winery & Restaurants is seeking a highly seasoned Director, Member & Guest Services (Customer Care) to lead the day‑to‑day execution and continued evolution of our enterprise service organization.

This role is responsible for owning service operations end to end—from staffing and service levels to escalations, quality, and performance—while also shaping how Member and Guest Services scales with the business. The Director will balance hands‑on operational leadership with enterprise partnership, ensuring service excellence remains a core differentiator for Cooper’s Hawk, particularly for our Wine Club Members.

This role is ideal for a proven, execution‑driven leader who has successfully run complex customer care and service operations and is ready to expand their enterprise influence.

This leader will sit at the intersection of hospitality, loyalty, brand, and operations, ensuring service is not just a support function, but a core driver of retention, advocacy, and long‑term value—particularly for our Wine Club Members.

• Provide operational oversight for our member and guest services operations, ensuring staffing, resources, and processes are consistently aligned to service demand.
• Ensure Member and Guest inquiries, issues, and escalations are resolved consistently, efficiently, and with care—balancing empathy with operational discipline.
• Ensure service operations actively support loyalty, retention, and lifetime value, particularly for Wine Club Members.
• Hold leaders accountable for productivity and adherence.

• Lead, coach, and develop a multi‑level service leadership team, including managers and people leaders.
• Establish clear service standards, KPIs, and accountability models while fostering a people‑first, hospitality‑driven culture.
• Drive strong associate engagement, performance, and retention at scale through consistent leadership, feedback, and development practices.
• Build a scalable organization and leadership bench capable of supporting enterprise growth and evolving service demands.

• Define, monitor, and optimize key service and experience KPIs, including service levels, response times, satisfaction, retention, and abandonment.
• Ensure staffing sufficiency models are in place to meet service commitments while balancing efficiency and cost discipline.
• Establish systems to capture, analyze, and act on Member and Guest feedback, identifying trends, root causes, and opportunities for improvement.
• Leverage data, analytics, and insights to inform decision‑making, prioritize initiatives, and measure the impact of service improvements.
• Translate complex data into clear, compelling narratives that influence senior leaders and drive action.

• Partner closely with Marketing, Wine Club, Operations, Digital, IT, Finance, Legal/Compliance, and Product teams to ensure a seamless, end‑to‑end Member and Guest experience driving acquisition and retention.
• Support enterprise initiatives including loyalty programs, promotions, restaurant openings, digital enhancements, and new offerings.
• Lead service readiness, change management, and execution for new programs, processes, and technologies.

• Drive contact reduction by expanding self‑service capabilities and implementing automation that…