Manager of Owner Services

Description

Position Summary 

The Manager of Owner Services will serve as the primary advocate for aircraft owners, ensuring an exceptional ownership experience. Fueled by an obsession for service, this leader will build and manage a team of intuitive and forward-thinking professionals dedicated to supporting aircraft owners through every aspect of their journey with Thrive Aviation. 

Requirements

Duties and Responsibilities

• Manage owner trip support and coordination, ensuring seamless scheduling, proactive updates, and high-touch service throughout each flight experience. 
• Act as the primary liaison between aircraft owners and internal departments, advocating for owner interests, addressing concerns, and ensuring seamless communication. 
• Coordinate and confirm aircraft availability, crew scheduling, and operational logistics to ensure seamless travel experiences. 
• Handle any last-minute travel adjustments with agility and professionalism to maintain exceptional service levels. 
• Maintain detailed records of owner preferences, including catering selections, in-flight amenities, and special requests. 
• Provide owners with real-time updates on their aircraft status, maintenance schedules, and other relevant operational details. 
• Quickly and effectively address any owner service issues, flight disruptions, or concerns, ensuring a proactive resolution approach. 
• Arrange and confirm ground transportation, including luxury car services, rental vehicles, and chauffeured services, ensuring a seamless end-to-end travel experience. 
• Ensure timely and proactive communication with owners regarding trip details, changes, and status updates. 
• Build and protect Thrive Aviation’s brand by fostering trust, transparency, and an unwavering commitment to owner satisfaction. 
• Responsible for extracting existing service workflows, processes, metrics and KPIs from the Owner Services Team and standing them up as a specific and separate department focus and function. 
• Other duties as assigned. This list is not meant to be exhaustive and additional duties may be assigned by Management or Senior Leadership. 

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform required duties. While performing the duties of this job, the employee is regularly required to sit; use hands to finger and required to reach with hands and arms. There is no significant standing, walking, climbing, kneeling, reaching, handling, pushing, and pulling. The person in this position needs to be able to move about inside the office to access file cabinets, office machinery, etc. There is a constant operation of a telephone and computer. The employee may be lifting up to 15 lbs. Specific vision abilities required by this job include close vision and ability to adjust and focus. 

Work Environment

• The work environment will include a variety of climates as some duties will be performed in hangar space that is not temperature controlled.  
• The noise level in the work environment is usually moderate but can be extremely loud. 

Experience & Qualifications

The most successful candidate in the position will meet most, if not all, of the following criteria. 

• Bachelor’s degree required.  
• At least two years of experience in Owner Services or account management; preferably in aviation or luxury products  
• Experience with FL3XX is preferred.  
• Solution oriented – presents a problem with a suggested solution.  
• Demonstrates strong leadership skills through taking accountability and ownership. 
• Proven to work effectively in a team environment or independently  
• Detail obsessed with a proven ability to prioritize multiple objectives in a changing environment.  
• The ability to communicate effectively verbally and in writing  
• Must work well under pressure and be able to multitask  
• Be willing to work during off-hours, weekends and holidays 
• Proficient in Microsoft Office, Demonstrate broad knowledge of the functional area.