Trip Operations and Client Experience Manager
13 days ago
Dallas
Job DescriptionSalary: Base Salary 100k -120k + Bonus *Based on Experience Trip Operations & Client Experience Manager Jetvia is seeking a high-performing Manager of Trip Support & Client Experience to lead and elevate our customer experience, operational execution, and team performance across all private aviation missions. This role is responsible for owning the day-to-day execution of trips, developing team performance, and implementing scalable systems that deliver Jetvias effective & efficient Customer Service & Communications Standard. Key Responsibilities Team Leadership & Scheduling • Develop and manage team schedules to ensure: Proper 7-day coverage, Balanced workload distribution, High responsiveness across all shifts (including evenings/weekends). Owns weekend coverage gaps, workload optimization, and Team well being, • Lead daily operations with clear accountability across Trip Support & Concierge teams, • Assist in optimizing the aircraft schedule to:, • Reduce repositioning time and costs, • Maximize aircraft utilization and revenue, • Collaborate with Dispatch, Sales, Crew Scheduling to improve overall operational efficiency, • Continually improve and maintain SOPs, Training manuals, Checklists (Trip Support, Concierge, AOG, White Glove), • Clearly define and articulate cross-functional roles and differences between Trip Support & Member Services, • Conduct quarterly training sessions and performance evaluations for all team members., • Continually coach and provide praise along with feed back, • Standardize workflows to ensure consistency across all customer touchpoints, • Develop and oversee the Jetvia AOG Response Process, including: War Room coordination (Delay, Diversions & SOS), Department lead accountability (Dispatcher, Crew Scheduling, Sales, Trip Support), • Ensure effective real-time communication protocols are followed:, • Customer-first communication, • Clear recovery plans (repair, recovery aircraft, delay, cancellation), • Lead the development of a Jetvia Customer Experience Internal Board, focused on:, • Customer surveys and feedback loops, • Service enhancements and innovation, • Marketing communication alignment, • Onboard and pre-flight customer touchpoints, • Ensure consistent delivery of:, • Elite / Concierge service standards, • Passenger Preference Profiles, • Monitor and improve:, • Trip accuracy (itineraries, billing, execution), • Error reduction across workflows, • Track operational KPIs:, • On-time performance, • AOG resolution time, • 10+ years experience in Private aviation, Charter operations, Concierge / luxury service, • Prior leadership or management experience required, • Strong understanding of Part 135 operations, Flight logistics and scheduling, Customer service excellence in high-end environments, • Exceptional communication and decision-making skills, • Operational Leader Thinks in systems, not just tasks, • Customer Experience Driven Obsessed with White Glove delivery, • Decisive Under Pressure Leads during AOG and disruptions, • Process Builder Can create structure where it doesnt exist, • Team Developer Builds strong, accountable teams, • Base Salary: Base Salary 100k -120k Based on Experience, • Bonus / performance incentives, • Private flight benefits for you and your family (empty-leg flights, when available), • Competitive compensation and benefits, including:, • Paid holidays, vacation, and sick time, • 401(k) plan / Equity Benefits, • Medical, dental, and vision coverage, • Supplemental benefits (accident, critical illness, disability, life insurance, pet insurance, and more)