Director, Trip Support

Overview

The Director, Trip Support is responsible for the management of Air Partner’s Trip Support division, which provides 24/7 flight logistics support to the US broking team. Primary responsibilities will include but not be limited to maintaining team schedules, training, developing SLAs, performance management, and ensuring the team delivers a high level of service to both external and internal customers at all times. You will also share in the day-to-day workload of the team, providing flight logistics support services to assigned charter bookings.

Responsibilities

Team Management:

• Day-to-day team management, including scheduling, performance management, recruitment, annual reviews, and employee development
• Develop SLAs and metrics to measure service delivery; recommend changes to current processes to improve customer service and deliver value

• Maintain monthly team schedules to ensure sufficient coverage, 24/7

• Delegate responsibilities effectively and efficiently

• Management of departmental policies and procedures
• Lead new hire training, including the development of training materials
• Ensure cases are logged in the CRM to escalate service issues
• Collaborate with leadership in the US Private Jets division to ensure on-going development of the Trip Support team

Flight Support:

• Provide exceptional customer service for internal and external customers, ensuring a high calibre of operational support is maintained at all times
• Complete final pre-flight checks for crew, aircraft location, and logistics
• Development and timely delivery of both supplier and client flight briefs
• Flight following and movement messages for clients
• Arranging ground transportation, catering or other specific requests for clients
• Monitoring for potential flight issues (i.e. weather, ATC strikes, etc)
• Escalating and communicating any potential flight issues to the relevant account managers or senior team managers when necessary
• Complete pre-flight TripCheq for crew; ensure all company safety and quality processes are followed
• Proactive communication with the private jet broking team to ensure a seamless handover of flight information
• Maintaining the client and supplier database as required
• Full compliance with company procedures and protocols
• Support the Group’s Customer First initiative to its full extent

Qualifications

Candidate Requirements

• Prior management experience preferred
• Previous work experience in aviation related discipline
• General knowledge of aviation, geography, and travel logistics
• Understanding of the US and international charter market and regulatory environment
• Strong leadership skills, with the ability to motivate and influence team behaviors
• Conflict resolution with a logical approach to problem solving
• Organization skills with ability to prioritize in time-sensitive situations
• Customer focused with strong interpersonal skills
• Excellent verbal and written communication skills
• Flexible, motivated and calm under pressure
• Ability to work both independently and as part of a team
• Passionate about aviation
• Able to promote the Air Partner culture and brand at all times

IT literate, with proficiency in Microsoft Office, and the ability to quickly learn new systems.

Wheels Up Story

Founded in 1961, Air Partner is a global aviation services group providing aircraft charter services and aviation safety & security to industry, commerce, governments and private individuals across the world.

Air Partner is a subsidiary of Wheels Up.

Wheels Up (NYSE:UP), a leading demand generator in private aviation, offers a total private aviation solution that includes world-class safety, service and flexibility through on-demand flights, membership programs, corporate solutions, aircraft management, whole aircraft sales and commercial travel benefits through a strategic partnership with Delta Air Lines.

Our employees’ passion for innovation, customer-centric mindset and collaborative spirit drives our mission to connect flyers to private aircraft – and one another – to deliver exceptional, personalized experiences and build an industry-leading marketplace.

The wage range for this position is $80,000.00 to $90,000.00, plus a 20% target bonus. This range takes into account a variety of factors that are considered in making compensation decisions, such as differences in skill sets; experience and training; licensure and certifications; and other business and organizational needs. This wage range has not been adjusted for any applicable geographic differential associated with where the position may be filled. At Wheels Up, it is not typical for an individual to be hired at or near the top of the range for their role. Your placement within the wage range is primarily based on your qualifications and experience.

Wheels Up attracts, empowers and retains diverse, talented employees who bring a range of experiences and are committed to taking Wheels Up to new heights. We recognize our employees’ unique perspectives and skills and take pride in helping them develop a meaningful and exciting career path with us.

Interested in joining our talented team, explore our career opportunities, today!

To learn more about Wheels Up, please visit WheelsUp.com .

Salary : $80,000 - $90,000