Client Services Manager

Description

At Thrive Aviation, the Client Services Manager is responsible for leading the day-to-day operations of the Client Services team and ensuring a seamless, high-touch experience for our charter guests and industry partners. This role is essential in maintaining Thrive’s high standard of service, acting as a key liaison between internal departments and external stakeholders, and supporting the growth of our client-facing programs.

The ideal candidate is a proactive leader with a service-first mindset, operational discipline, has a deep appreciation for premium customer experience, anticipates needs, identifies opportunities, and takes action without being prompted.

Duties and Responsibilities

Team Leadership & Development

• Supervise and support a team of Client Services Specialists.
• Provide regular coaching, feedback, and mentorship to ensure high performance and engagement.
• Assist with onboarding and training of new team members, maintaining consistency in service standards.

Operational Oversight

• Oversee daily charter operations from a service standpoint, including itinerary management, trip execution, and client communication.
• Coordinate closely with Flight Support, Sales, Travel, and Owner Services to ensure accurate and timely delivery of trip details.
• Serve as a point of escalation for urgent client issues or service disruptions, resolving with professionalism and urgency.

Client Communication & Service

• Maintain direct communication with charter partners before, during, and after flights to ensure a smooth and positive experience.
• Respond to special requests and coordinate amenities, catering, ground transportation, and concierge services.
• Lead post-flight follow-up processes, including feedback collection and issue resolution when applicable.

Process & Quality Management

• Identify and implement service process improvements to increase efficiency and customer satisfaction.
• Support the creation and maintenance of SOPs and internal resources for the Client Services team.
• Ensure all client interactions align with Thrive Aviation’s brand standards and service culture.

Performance & Reporting

• Track and monitor service metrics, client feedback, and team performance.
• Partner with leadership to analyze data and make informed decisions to drive continuous improvement.

Requirements

Requirements

• Bachelor’s degree in Business, Hospitality, Aviation, or a related field (or equivalent experience).
• 3+ years in client-facing roles within private aviation, luxury travel, or customer service operations.
• Strong leadership and communication skills with the ability to manage people and projects simultaneously.
• Proven ability to maintain professionalism under pressure and respond effectively in time-sensitive situations.
• Familiarity with private aviation software such as FL3XX is strongly preferred.
• The ideal candidate anticipates needs, identifies opportunities, and takes action without being prompted.

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.