Client Experience Manager

This is a fully remote position, open to applicants in California, +7 more states.

📋 Description

• Manage trips from start to finish, encompassing booking to wheels-down and client arrival at home.

• Organize passenger lists, catering, ground transportation, and any special requests.

• Oversee day-of trip operations while monitoring Tracking.

• Ensure the accurate repositioning of aircraft to the FBO.

• Confirm that catering and ground transportation arrangements are correctly executed.

• Track flight progress, weather conditions, ATC, NOTAMs, TFRs, and the FAA misery map.

• Serve as the primary responder for AOG situations, mechanical problems, late requests, diversions, crew challenges, and TFRs.

• Assume crew responsibilities and assist in onboarding the next group of team members.

• Facilitate smooth transitions between 48+, 24, Tracking, QA, and New Bookings day roles.

• Contribute to the development of playbooks and rituals for the new Client Experience function.

• Report directly to Ben Acker, VP of Client Experience.

⛳️ Requirements

• Work schedule may include evenings, weekends, and holidays.

• Must be authorized to work in the United States; work visa sponsorship is not available.

• Must be willing and able to undergo a standard background check.

• Requires a quiet, private workspace equipped with reliable high-speed internet.

• Must be eager and capable of learning about aviation if necessary.

• Strong skills in writing, organization, and decision-making under pressure are essential.

• Ability to work assigned five-day shifts within the 8 a.m.–8 p.m. Eastern time frame.

• Availability for occasional overnight coverage is necessary.

• Experience in aviation, hospitality, healthcare, logistics, or similar fields is beneficial but can be learned.

• Must be comfortable navigating ambiguity.

• A resume and a one-page informal cover letter are required.

🏝️ Benefits

• Enjoy protected time off and fully unplugged vacation throughout the year.

• Receive subsidized health, dental, and vision insurance.

• Participate in a 401(k) plan with company matching.

• Get a new laptop and necessary tools for the job.

• Access a professional development program that includes conferences, courses, certifications, and dedicated learning time (coming soon).

• Option for a hybrid work setup for those located near the New York, Fort Lauderdale, or Boston offices.