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Charter Operations Manager

3 months ago

Burbank, United States Jet Aviation AG Full time

The Charter Operations Manager position is committed to proactively develop and maintaining a client base for the purpose of expanding overall charter sales activities. They provide clients with accurate and timely information while multi-tasking in a team environment with minimum supervision. This is a hybrid role, working at least three times weekly from the office, out of our Burbank, CA or Teterboro, NJ locations at the corresponding airparks. The posted salary ranges will default to that of your regional location and will not include any premiums. The baseline range will be as follows: $75,000 - $130,000.

**Minimum Requirements**:

- Must have a high school diploma; general education degree (GED), or higher education, (i.e., Associate's degree (A.A.) or equivalent from two-Year College or technical school)
- At least 5 years of relevant industry experience, including two years of experience in aircraft operations or charter.
- Previous management experience
- Strong sales abilities and excellent customer service skills a must
- Strong sales abilities and excellent customer service skills a must. Part 135 Charter Sales experience preferred.
- Ability to effectively and accurately present information and respond to questions, both on the phone and in person, from clients, customers, and the general public
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
- Ability to write reports and business correspondence.
- This position sells and promotes Jet Aviation Charter Services in a 24/7 setting; individuals may be required to participate in department coverage beyond the normal business day, on weekends and some holidays.
- Ability to make independent and astute decisions as well as coordinate charters after hours and while on call.
- Must have strong computer knowledge, including but not limited to, WORD, EXCEL, POWERPOINT, and OUTLOOK

**Main Responsibilities**:

- Oversight of the charter operations team to ensure consistent, proactive, and positive communication is being provided throughout the charter quoting to billing process.
- Support of the cross over duties of the outside sales and accounting teams
- Review of daily activities to locate any potential issues. Review of bookings to ensure the flight could not have been done infleet.
- Identify and capitalize on possible efficiencies within the process. Locate and implement solutions to create these efficiencies throughout the process - Lead with Manager and Director review.
- Liaise with sales team members to field any hurdles, obstacles, questions, or requirements they may have to effective and efficiently confirm flights.
- Oversee the group mailboxes and phone systems to ensure timely, high-quality, and consistent standards are being met/exceeded - Leads to oversee and bring to manager with issues.
- Meet customers traveling on charter flights or managed aircraft as needed.
- Monitor support teams and team leads to ensure consistent and proactive service levels. Hold team accountable with performance and knowledge.
- Preform annual reviews and annual check ins.
- Organize team schedule, time off and payroll approvals.
- Assist with additional training and/or corrective actions as needed - work with Director of Training and Standards for recurrent training sessions.
- Assist with workload as needed during high peak times or limited coverage times.
- Understand and be able to perform each aspect/job function within the charter department.
- Manage customer survey process post flight.
- Assist customers as needed with feedback related to flights or service.
- Oversee the customer survey returns and action any items needed.
- Represent Jet Aviation as one company internally and externally with industry groups, regulatory bodies, and the General Dynamics network.

**Desired Characteristics**:

- Part 135 Charter Sales experience preferred.
- SAP knowledge preferred.
- Ability to work autonomously.
- Strong project management experience
- Understanding of flight accounting and economics as they impact each trip as well as the business as a whole.
- Excellent interpersonal and communication skills
- Strong customer service background
- Team building experience.
- Has a pleasant, friendly, and helpful manner to deliver the best experience to customers and colleagues.
- Quality driven with a passion for excellence to represent Jet Aviation as a Brand Ambassador
- Demonstration of and commitment to Jet Aviation values (Trust, Honesty, Alignment, Transparency)