Hybrid Owner Services Manager

at XOJET Aviation

• Job title: Owner Services Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Columbus, United States

About the role

• Owner Services Manager facilitating seamless travel for clients in aviation industry. Responsible for flight bookings, communication with owners, and addressing travel-related issues.

Responsibilities

• Provide support directly to owners by email and telephone ensuring that all account requests and concerns are addressed in a timely manner while maintaining a professional and friendly tone
• Handle flight bookings, striving for optimal service of quality and efficiency
• Maintaining an overview of all upcoming flights paying special attention to any operational restrictions (Part 91 & 135)
• Anticipate any issues, conflicts or problems that could impact the owner experience
• Proactively communicate with owners on operational restrictions (e.g. weather restrictions, slots and permits) and provide suitable alternative options if needed
• Maintain timely, factual, and accurate communication with clients on all aspects of their flight to ensure that client expectations are always fully aligned with feasibility
• Addressing potential schedule conflicts for owners’ trips (such as crewing, maintenance, charter rotation, charters, etc.) and clearly communicating them to the aircraft owners
• Adhere to owner contracts to ensure flight bookings align with requests and generate quotes based on agreement terms
• Flight tracking and monitoring of owner flights
• Responsible for taking action and communicating delays, diversions, last-minute changes and other irregularities that may potentially affect the schedule
• Strategic planning and coordination in cooperation with all internal departments that impact owner experience including Operational Control Center, Aircraft Management, In Flight Services, Maintenance, Aircraft Cleaning, and Flight Crew
• Keeping a very organized system of owner profiles and aircraft to anticipate their needs and enhance their experience during planning and onboard experience
• Communicate with catering and transportation vendors the very specific needs of our owners
• If ever an issue arises, the Owner Services Manager is required to troubleshoot in real-time to ensure the owner’s needs are met
• Responsible for logging feedback, delays, and issues within the Case Reporting System
• Tracking receipts and invoices related to owner travel to ensure all charges to the owner are accurate in the final post-flight duties
• Collaborate effectively with internal teams via digital communication tools

Requirements

• Personable with outstanding customer service skills
• Experience in General Aviation or Luxury Hospitality is preferred
• Extreme attention to detail and passionately organized
• Demonstrable proactive problem-solving skills and ability to prioritize workload
• Ability to work efficiently in a time-sensitive environment
• Clear and direct communicator both in writing and orally
• Can work both collaboratively with a team and independently
• Flexibility with schedule as late nights, early mornings and some overtime will be required as needed
• Excellent written and spoken English skills
• Occasional travel may be required

Benefits

• 4/10 work schedule with flexibility to work remotely
• Competitive salary based on experience
• Health, dental, and vision insurance
• 401(k) with company matching
• Vacation aligned with office employees
• Continuing education and professional development opportunities