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.

What You’ll Do:

Operational Oversight & Service Excellence

• 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.

Team Leadership & Performance Management

• 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.

Performance Management & Analytics

• 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.

Cross-Functional Collaboration

• 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.

Process, Automation & Digital Enablement

• Drive contact reduction by expanding self-service capabilities and implementing automation that improves efficiency while maintaining a high-quality Member and Guest experience.
• Partner closely with Digital/IT teams to evaluate, implement, and optimize service tools and technologies that support frontline teams.
• Lead service readiness and adoption for new platforms, ensuring changes are effectively implemented and embedded into daily operations.
• Ensure teams are thoroughly trained, supported, and equipped to confidently use new tools and processes.

What You’ll Need:

• Must represent Cooper’s Hawk values

• Bachelor’s degree in Business, Hospitality, Marketing, Operations, or a related field; Master’s degree preferred.
  
• Must have at least 10 years of experience in running and evolving a contact center; 7+ years in a leadership role managing a team.
• Experience in hospitality, retail, or consumer-facing operations ideal.
• Demonstrated ability to design, scale, and optimize service operations, including staffing models, workflows, and performance frameworks.
• Strong understanding of customer experience metrics, service-level management, and operational analytics.
• Experience driving digital transformation, automation, and self-service solutions within organizations.
• Proven ability to partner cross-functionally and influence outcomes beyond direct reporting lines.
• Strong business acumen with the ability to quantify impact, identify trends, and use data storytelling to support enterprise decision-making.

Who You Are:

• Hands on, enterprise-minded leader with a strong sense of brand stewardship and hospitality.
• Proven leader of leaders who balances operational rigor with warmth, empathy, and people-first leadership.
• Executive-ready communicator with confidence presenting insights, recommendations, and results to senior leadership.
• Comfortable navigating complexity, ambiguity, and change in high-growth environments.
• Leads with humility, integrity, and emotional intelligence—earning trust and inspiring confidence.

Compensation Range: $110,000 - $135,000 plus bonus. The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity.

What You’ll Get:

• Incredible Discounts:
  • Monthly Dining Allowance
  • 50% Dining and Carryout
  • 40% Retail Wine
  • 20% Retail and Private Events
  • Monthly Complimentary Wine Tasting for Two
• Medical, Prescription, Dental, Vision Insurance plus Telemedicine and Wellness Program
• Company Matching 401(k) Retirement Savings Plan
• Flexible Savings Accounts- Health and Dependent Care
• Health Savings Account
• Long-Term Disability; Voluntary Short-Term Disability
• Basic Life and AD&D Insurance (with option to purchase additional coverage)
• Paid Parental Leave
• Highly Competitive Pay plus Team Member Incentives & Rewards
• Paid Time Off
• Milestones Recognition Program
• Complimentary Gym Membership in RSC Building
• Hybrid Work Week (3 days in office, 2 days remote, depending on role)

Cooper’s Hawk is an equal opportunity employer.  All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

About Us

Cooper's Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full-service restaurant, bar and private event space, offering a modern-yet-casual dining experience. Each scratch-kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper's Hawk Wine Club is perhaps the largest in the world, offering not only top-notch award-winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences. Since 2005, we've brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper’s Hawk, we’re bringing the vibrant flavors of Rome to them as well. Together, we’re creating a lifestyle brand like no other.