Owner Services Team Manager

2 months ago

Cleveland, United States Flexjet Full time

Join a global leader in private aviation, offering access to an ultramodern fleet of private aircraft through fractional ownership, leasing and jet cards. Together, our employees in North America and Europe work to provide Flexjet aircraft Owners with the finest experience in premium private jet travel.

The Owner Services Team Manager will assist in overseeing the Owner Services Department (may be split domestically/internationally/remote/on-site or regionally). While the given manager will be assigned specific team members it is the Team Manager's job to be the first point of contact for all team members. The Team Manager will work with senior management to implement and maintain best and high-level service practices for the department. This role will work closely with many departments to ensure the highest level of satisfaction for trip planning, management, and execution for Our Owners.

DUTIES & RESPONSIBILITIES

* An Ambassador for Leading our Promises and Fundamental Principals
* Develop structure for OS Teams Daily (OCC Alerts hand-off, Future Day, Flight Following, Tail number confirmations etc.)
* Work closely with Service Managers for set up of high profile or high-risk owner base and identify concerns to discuss with Operations, Escalations Mgt and Upper Management
* Give input to Escalations Mgt, Sales etc. on disservice history as well as follow up and compensation if needed. May include reporting and research.
* Pair up in welcome process (with Onboarding Manager) to engage new Owners to Flexjet; educate and answer questions, talk though contract.
* Maintain high level of service and response time on MOD email as well as phone for internal needs from Sales, Operations, and Team.
* Daily monitoring of team e-mail boxes/views and phones for flow-control to ensure seamless communication experience(s)
* Assist Team members with Owner communication (proofreading e-mails & advice on delivering information via phone conversation)
* Identify coaching opportunities for members of the team and partner with Sr. Management or Director of Owner Services when necessary.
* Pairing with training Managers when needed for development and fine turning of service practices and procedures with recurrent trainings and coaching (pulling calls and emails for discussion etc.)
* Manage employee schedules and work-life balance including but not limited to regular team and individual meetings, departmental and individual goals for career development and work in areas to improve as department and individual.
* Able to interpret contract language and be able to send messages that manages the current and future expectations for Owners. Will require direct contact with Flexjet Owners.
* Communicate with Sales VP's in some planning of Owner Special travel needs
* Attend the Team meetings as needed
* Assist with orchestrating complex trip management, which may include but not limited to C2 and C3 Owners, International Flight Activities, Demonstration and Administration flights, and any special requests involving Owner Services, Sales VP's, and the OCC Management, as well as any member of the Flexjet organization
* Coordinate with Sales VP's, Senior and Regional Managers in maintaining the integrity of the Owner Profile information, contract input, special account notes access to App etc.
* Perform other related duties, various projects, and other responsibilities as requested and assigned

REQUIRED SKILLS

Owner Services Team Manager should possess the following attributes:

* Proficient in CAMP; will be proficient or willing to become proficient in Skynet, Outlook, Outlook
* Calendar, Microsoft Word, and additional programs as needed to complete the role and responsibilities
* Candidate should work well in a fast-paced environment and be flexible to the changing needs of the business.
* Must be detail oriented and able to work productively, independently, or within a team with the ability to motivate, support and lead a group of co-workers
* Excellent oral/written communication and problem resolution skills are required
* Successful candidate will maintain a high level of professionalism while multi-tasking various real-time situations in a fast-paced environment. They will need to be able to recognize the appropriate amount of urgency to practice during the event(s) of the day; when to escalate and when to moderate the cadence and tone of the team
* Candidate will have the maturity to recognize that if team members entrust Leadership with personal information, that information is private and confidential. They will not disclose sensitive information to anyone other than their immediate Management
* Ability to communicate with Sales Team and upper-level Management
* Ability to work with internal resources to obtain availability of aircraft with Operations
* Must have experience with people management

This is a posting for 1 candidate who will partner with existing Team Managers. The schedule will be Monday - Friday 8 hrs. (early/late rotation depending on the week- 0800-1600 and 1300-2100) with Team Manager Weekend Rotation. This position will require being an after-hours support for the team in a rotation with other team managers for "on-call". This is an on-site role with shifts being required in office.

Flexjet is a 24/7/365-day operation, therefore candidate will expect to work nights, weekends, peak travel days and holidays as assigned/needed

Flexjet is an equal-opportunity employer. We aim to choose individuals who have the highest integrity; those who personify genuine concern for customers and fellow employees alike. More than anything, we look for individuals who grasp the importance of trust in an employer/employee relationship.

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