Trip Operations and Client Experience Manager

About this role

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, includi...