Trip Operations and Client Experience Manager

Trip Operations & Client Experience Manager 

Jetvia is seeking a high-performing Manager of Trip Support & Client Experience to lead and elevate our customer experience, operational execution, and team performance across all private aviation missions.

This role is responsible for owning the day-to-day execution of trips, developing team performance, and implementing scalable systems that deliver Jetvia’s effective & efficient Customer Service & Communications Standard.

Key Responsibilities

Team Leadership & Scheduling

• Develop and manage team schedules to ensure: Proper 7-day coverage, Balanced workload distribution, High responsiveness across all shifts (including evenings/weekends). Owns weekend coverage gaps, workload optimization,  and Team well being


• Lead daily operations with clear accountability across Trip Support & Concierge teams


• Assist with Manager on Duty (MOD) program development, training, and scheduling

Operational Optimization

• Assist in optimizing the aircraft schedule to:
  
  
  
  • Reduce repositioning time and costs
  
  
  • Maximize aircraft utilization and revenue
  
  
  
  


• Collaborate with Dispatch, Sales, Crew Scheduling to improve overall operational efficiency


• Improve usage of Systems & Technology like, JetInsight, HelpScout, Teams workflows. Identify automation opportunities

SOP, Training, Coaching & Process Development

• Continually improve and maintain SOPs, Training manuals, Checklists (Trip Support, Concierge, AOG, White Glove)


• Clearly define and articulate cross-functional roles and differences between Trip Support & Member  Services


• Conduct quarterly training sessions and performance evaluations for all team members.  


• Continually coach and provide praise along with feed back 


• Standardize workflows to ensure consistency across all customer touchpoints


• Responsible for hiring, onboarding, and scaling the team

AOG & Disruption Management Leadership

• Develop and oversee the Jetvia AOG Response Process, including: War Room coordination (Delay, Diversions & SOS), Department lead accountability (Dispatcher, Crew Scheduling, Sales, Trip Support)


• Ensure effective real-time communication protocols are followed:
  
  
  
  • Customer-first communication
  
  
  • Clear recovery plans (repair, recovery aircraft, delay, cancellation)
  
  
  
  


• Train team members to handle disruptions with confidence, urgency, and professionalism

Customer Experience & White Glove Execution

• Lead the development of a Jetvia Customer Experience Internal Board, focused on:
  
  
  
  • Customer surveys and feedback loops
  
  
  • Service enhancements and innovation
  
  
  • Marketing communication alignment
  
  
  • Onboard and pre-flight customer touchpoints
  
  
  
  


• Ensure consistent delivery of:
  
  
  
  • Elite / Concierge service standards
  
  
  • Passenger Preference Profiles
  
  
  • VIP timing and communication cadence
  
  
  
  

Financial & Quality Oversight 

• Monitor and improve: 
  
  
  
  • Trip accuracy (itineraries, billing, execution)
  
  
  • Error reduction across workflows
  
  
  
  


• Track operational KPIs:
  
  
  
  • On-time performance
  
  
  • AOG resolution time
  
  
  • Customer satisfaction scores
  
  
  
  

Qualifications

• 10+ years experience in Private aviation, Charter operations, Concierge / luxury service


• Prior leadership or management experience required


• Strong understanding of Part 135 operations, Flight logistics and scheduling, Customer service excellence in high-end environments


• Exceptional communication and decision-making skills


• Ability to lead in high-pressure, time-sensitive situations

Ideal Candidate Profile

• Operational Leader – Thinks in systems, not just tasks


• Customer Experience Driven – Obsessed with White Glove delivery


• Decisive Under Pressure – Leads during AOG and disruptions


• Process Builder – Can create structure where it doesn’t exist


• Team Developer – Builds strong, accountable teams


• Detail-Oriented – Executes flawlessly

Compensation

• Base Salary: Base Salary 100k -120k Based on Experience


• Bonus / performance incentives


• Private flight benefits for you and your family (empty-leg flights, when available)


• Competitive compensation and benefits, including:
  
  
  
  • Paid holidays, vacation, and sick time
  
  
  • 401(k) plan / Equity Benefits
  
  
  • Medical, dental, and vision coverage
  
  
  • Supplemental benefits (accident, critical illness, disability, life insurance, pet insurance, and more)