Director, Owner Services (NJUS)

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

The Director, Owner Services is a proven leader who fully embraces NetJets mission statement: “To enhance the life of each Owner, one exceptional travel experience at a time.” The Director, Owner Services will be responsible for leading the Owner Services teams / department in creating a competitive advantage, retaining our Owners and helping to grow the NetJets business model. The Director, Owner Services will be a leader of leaders with the experience to influence, inspire, develop and direct their teams to success. The Director, Owner Services will require the flexibility to manage multiple roles and situations simultaneously in order to meet and exceed all departmental metrics. This will require them to demonstrate exceptional leadership capabilities, proven relationship building skills, strategic / tactical thinking and proactive problem solving. This is a highly visible position that consistently requires more hours than a standard work week.

Tasks and Responsibilities

• Leadership: The Director, Owner Services will influence, develop, drive performance, and lead the Owner Services department with successful strategy implementation. They are responsible for coaching and developing the Owner Services managers to lead their teams, while driving teams to know their Owners and provide exceptional service. The Director we be responsible for setting the expectation for effective collaboration between Owner Services teams and other departments to ensure delivery on our Brand Promise by proactively understanding owner expectations, mitigating pontential service issues, and driving the Owner Services department to meet and exceed all departmental metrics.
• Owner Retention: The Director, Owner Services will ultimately be accountable for Owner retention within each of their teams and the Owner Services department. The Director will be responsible for cultivating a culture within Owner Services to know the Owner in order to provide exceptional customer service. This envolves connecting with and knowing the Owners and driving the Owner experience cross functionally within the business. The Director will collaborate with all departments within the flight center, the sales team, and finance to ensure we are providing an exceptional travel experience and exceeding owner expectations at every touchpoint.
• Accountability: The Director, Owner Services will have the proven ability to lead and inspire their teams to consistently meet and exceed all departmental metrics. They will also be highly skilled in driving performance management in order to set clear expectations and boundaries to achieve the expected results, which in turn will foster a positive culture of accountability.
• Motivation: Acknowledges outstanding work in order to lead & motivate teams. This will be done by individual / team recognition, peer to peer recognition, positive communication in team meetings and ensuring the Owner Services department is properly supported at all times.
• Collaboration: Collaborate with leaders across all divisions (NJA, EJM and NJE) and departments such as Sales, Marketing, Strategic Operations, Operations, Dispatch, HR, to share best practices and insights that will further the development of the Owner Services departments globally and move NetJets Inc. forward within the private aviation industry.
• Know the Industry: Constantly develops their understanding and knowledge of customer service best practices to discover creative ways to improve on the exceptional service NetJets provides. Remains current with all NetJets programs and products, trends within the aviation industry, and high-end / high-touch customer service. Effectively communicates and cascades this knowledge throughout the Owner Services department in order to maximize effectiveness.
• Note: It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a full list of essential job functions, please refer to the essential functions worksheet for that position.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• Exhibits exceptional leadership and decision-making skills. Ability to think strategically and create a vision that others will follow. A strong leader that inspires employee commitment and motivation through progressive workplace practices that foster teamwork, open communication, safety, respect, sincerity, helpfulness, courtesy and humility
• Strong customer service focus and customer relations skills. High empathy for customers and passion for revenue and growth
• Experience in adapting to constantly changing situations and many different personalities is required
• Passion to win, ability to motivate and drive next level results, strong business acumen, team player. Ability to maintain a high level of energy and enthusiasm as the leader for Customer Service
• Next level verbal and written communication skills. This leader of leaders needs to be able to coach and lead our best managers
• Strategic thinking to better their teams, the department and grow NetJets as a whole
• Influence skills to steer teams toward a common goal

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELL—a comprehensive package to support your Mind, Body, and Life.

Our comprehensive suite of benefits include:

• Medical, Dental, and Vision
• Healthcare Advocacy
• Employee Assistance Program
• Flexible Spending Accounts
• Health Savings Account with annual employer contribution
• Wellness Programs & Discounts
• Paid Time Off
• Life and Accident Insurance
• Voluntary benefits (financial protection plans)
• 401(k) plan, with 66% of every dollar you contribute matched by NetJets
• Short and Long-Term Disability
• Legal Plan
• Identity Theft Protection Plans
• Pet Insurance
• Family & Caregiving Support