# Director of Customer Experience #0204CG > Keller Executive Search · Miami, United States · — · Posted 2026-05-04 **Salary:** USD 145,000–180,000 **Workplace:** on_site **Department:** GHS ## Description **About the role** Our client is an early-stage aviation venture developing a high-end leisure-focused carrier serving the Southeast, Caribbean, and select Latin American destinations. The founding group brings together leaders from luxury hospitality, yachting, and private aviation, with the ambition of delivering a guest experience that rivals five-star resorts and ultra-luxury cruise lines. The role provides an opportunity to define and operationalize every guest-facing touchpoint, from booking through arrival, in close partnership with the CEO and executive team. This role calls for a hospitality executive who understands that brand promises are kept (or broken) in the operational details, and who can translate vision into trainable, scalable, repeatable standards. ### Key Responsibilities - Define the end-to-end guest journey, including digital, ground, in-flight, and post-flight touchpoints - Develop service standards, brand voice guidelines, and signature experience moments that differentiate the carrier - Establish guest segmentation, personalization frameworks, and loyalty program design in partnership with marketing - Design food and beverage programs, curate amenity kits, in-flight entertainment, soft product, and cabin ambiance details - Define ground experience standards, including private terminal partnerships, lounge experiences, and curbside service - Build cabin crew and customer-facing service training curriculum, mystery shopper protocols, and performance feedback loops - Establish service recovery protocols, guest issue resolution frameworks, and guest-facing performance metrics - Build the guest feedback infrastructure, including post-flight surveys, NPS tracking, and qualitative research - Report guest experience performance to the executive team and board ## Requirements - 10+ years of progressive customer experience or service leadership in luxury hospitality, premium aviation, or ultra-luxury travel - Demonstrated success defining and launching guest experience programs at a brand known for service excellence - Strong command of service design methodology, training program development, and operational execution - Track record of translating brand vision into measurable frontline behaviors - Bachelor's degree in Hospitality, Business, or related field; advanced degree a plus **Preferred Qualifications** - Prior experience at a Forbes Five-Star or AAA Five-Diamond hospitality brand - Background in private aviation, premium charter, or ultra-luxury cruise environments - Experience launching a new brand or new service category - Multilingual capability, particularly Spanish or Portuguese ## Benefits **Remuneration & Benefits Package** - Base Salary: $190,000 to $240,000 annually + Performance-Based Compensation - Comprehensive health, dental, and vision insurance (employee and family coverage) - 401(k) retirement plan with employer contribution - Flexible paid time off (PTO) policy Keller is a recruitment agency that provides services to clients ranging from startups and non profits to multinational corporations. Keller emphasizes ethical search processes, attentive candidate care, and leadership placements that support long-term client outcomes. To learn more about the firm and about our candidate services - please visit [](https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-memphis/)[https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-fort-lauderdale/](https://www.kellerexecutivesearch.com/executive-recruitment-headhunters-fort-lauderdale/) **Equal Employment Opportunity and Non-Discrimination Policy** **Equal Employment Opportunity Statement:** Both Keller Executive Search and our clients are Equal Opportunity Employers. For all positions, whether with Keller Executive Search or our clients, qualified applicants will receive consideration for employment without regard to race, skin color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran status, disability, genetic information, or any other legally protected status. **Commitment to Diversity:** Keller Executive Search and its clients are committed to fostering a diverse and inclusive work environment where all individuals are valued and respected. **Reasonable Accommodations:** Both Keller Executive Search and our clients are committed to providing reasonable accommodations to individuals with disabilities and pregnant individuals. We engage in an interactive process to determine effective, reasonable accommodations. **Compensation Information:** For client positions, compensation information is available in the job post. If not provided, it will be shared during the interview process in accordance with applicable laws. When required by law, salary ranges will be included in job postings. Actual salary may depend on skills, experience, and comparison to current employees in similar roles. Salary ranges may vary based on role and location. **Compliance with Laws:** Both Keller Executive Search and our clients comply with federal, state, and local laws governing nondiscrimination in employment. This policy applies to all employment terms and conditions, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. **Workplace Harassment:** Both Keller Executive Search and our clients expressly prohibit any form of workplace harassment based on race, skin color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. **E-Verify Participation:** Keller Executive Search and/or our clients may participate in E-Verify. 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If you are a veteran, please inform us during the application process. **Use of Artificial Intelligence in Recruitment** Keller Executive Search and our clients may use artificial intelligence (AI) tools to assist in the recruitment and candidate evaluation process. These tools are used exclusively to support human decision-making by helping to review and assess candidate qualifications and materials. AI is never used to automatically reject, disqualify, or make final hiring decisions about candidates. All AI-assisted evaluations are reviewed by experienced recruitment professionals, and all hiring decisions are made by qualified human recruiters. Our use of AI is designed to enhance fairness, consistency, and efficiency while maintaining our commitment to equal employment opportunity and non-discrimination principles. **Genetic Information:** In accordance with federal and state laws, both Keller Executive Search and our clients do not discriminate based on genetic information. We do not request or require genetic information from applicants or employees, except as permitted by law. **Local Laws:** Both Keller Executive Search and our clients comply with all applicable local laws and ordinances regarding employment practices in the areas where we operate. **Note:** This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location. ## Apply [Apply at Keller Executive Search](https://apply.workable.com/keller-executive-search/j/77692DFFFA/apply) --- Powered by [Workable](https://www.workable.com)