What are the responsibilities and job description for the Senior Director Client Experience position at Magellan Jets?
ABOUT MAGELLAN JETS:
Founded in 2008 and now one of the largest private aviation providers, Quincy, MA-based Magellan Jets is a premier provider of private aviation solutions, offering a comprehensive range of Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management. With a focus on personalized service, Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients worldwide. Magellan Jets and its FAA-certificated Flight Operations team lead one of the industry’s most comprehensive safety management systems and protocols providing peace of mind to the most discerning travelers.
POSITION SUMMARY:
The Senior Director, Client Experience is responsible for leading the client services strategy within the Flight Support department, ensuring an exceptional and seamless experience for our clients. This individual will serve as a dynamic leader and relationship builder, fostering collaboration with both vendors and clients. The Senior Director will focus on driving client satisfaction, loyalty, and engagement while upholding Magellan Jets’ commitment to world-class service.
ESSENTIAL FUNCTIONS:
• Manage a small team of the within the Flight Support Function
• Work alongside other flight support leaders to ensure smooth operations day-to-day
• Lead by example by striving to consistently exceed client expectations
• Mentor and inspire team members to consistently exceed client expectations
• Build and nurture strong, trusted relationships with key clients, serving as the primary point of contact for escalations and high-priority accounts
• Develop and execute a client-centric strategy aligned with Magellan Jets’ vision and values to enhance satisfaction and retention
• Serve as a liaison between the Flight Support department and other teams to ensure cohesive communication and seamless service delivery
• Collaborate cross-functionally to identify opportunities for process improvement, client engagement, and service enhancements
• Actively represent the voice of the client within the organization, driving initiatives that address their needs and exceed their expectations
COMPETENCIES:
Knowledge:
• At least 8-10 years of customer service experience required
• Experience working in a hotel or for a luxury brand preferred
• 5-Diamond Customer Service Experience
• Bachelor’s degree preferred
Skills:
• Exceptional interpersonal and communication skills, with a strong client-service orientation
• Strong problem-solving skills and the ability to manage client escalations with poise and professionalism
• Proven leadership experience in a client service or account management role, preferably within the aviation industry
• A track record of developing and implementing successful client experiences strategies
Abilities:
• Proven ability to lead and motivate teams in a fast-paced, client-focused environment
• A collaborative mindset and ability to foster positive relationships with both clients and internal teams
• Passion for delivering exceptional experiences and a commitment to continuous improvement
• Able to work from the Quincy, MA office 4 days a week
• Participate as back up in weekend coverage rotation and occasional night shifts as needed
MANAGEMENT RESPONSIBILITIES:
Performance Management:
• Schedule and meet with each direct report regularly for 1:1 discussions
• Facilitate Quarterly Reviews (4x per year) with each direct report
• Collaborate with direct reports to set OKR’s ensuring they support the team and business
• Coach and develop team members
• Regularly provide direct and candid feedback to team members
• Document performance concerns; collaborate with HR and Senior Leader as necessary
Team Management:
• Oversee day-to-day functions within the team
• Always ensure adequate team coverage
• Facilitate team meetings at least quarterly
• Track and approve vacation schedules
• Onboarding & Training:
• Hire and onboard the appropriate talent for the team
• Create transition plans and training plans for new hires; oversee execution of each plan
WORK ENVIRONMENT:
• Location: Primarily office-based, with 1 remote/ work from home day each week
• Conditions: General office environment with moderate noise levels. Occasional travel to aircraft or client locations may be required
PHYSICAL DEMANDS:
• Extended periods sitting at a desk or workstation
• Occasional walking/ movement between work areas (e.g., meetings, restrooms, or kitchen)
• Repetitive Hand and Wrist Movements via frequent typing and use of a mouse
• Light lifting of office supplies, documents, or equipment (up to 20 lbs)
• Screen Use: Prolonged use of a computer screen
POSITION TYPE AND EXPECTED HOURS OF WORK:
This is a Full-Time Exempt position.
TRAVEL:
Limited, but may require occasional overnight travel for industry conferences, client meetings, or operational oversight at other locations.
OTHER DUTIES:
This job description is intended to convey information essential to understanding the scope of the Senior Director, Client Experience position. It is not an exhaustive list of responsibilities, duties, and skills required for the role. Magellan Jets reserves the right to amend this job description at any time to reflect business needs and operational priorities.
AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY (AAP/EEO) STATEMENT:
Magellan Jets is an equal opportunity employer and is committed to diversity in its workforce. We consider all qualified applicants without regard to race, color, national origin, gender, age, disability, or veteran status, in accordance with applicable law.
