Aircraft Manager/CSR

NORTHERN JET MANAGEMENT INC•Orlando, FL

9d•$80,000 - $90,000•Onsite

About The Position

The Aircraft Manager / CSR (Client Service Representative) holds full end-to-end ownership of a dedicated portfolio of aircraft and their associated owners. This role is the single point of contact for all owner communication related to their aircraft, account health, maintenance, financials, and overall client relationship. The Aircraft Manager operates with a high degree of autonomy and is expected to make independent decisions across their portfolio, drawing on the VP of Maintenance for technical guidance and subject matter expertise when needed. This role works closely with Maintenance Control to support AOG events when aircraft are away from base and may also participate in the company's aircraft sales and acquisition process.

Requirements

3+ years of experience in aircraft management, aviation customer service, or a closely related aviation operations role
Strong working knowledge of general aviation maintenance processes, MRO coordination, quote review, and FAA Part 91 and Part 135 requirements
Demonstrated ability to manage maintenance coordination and vendor relationships independently, without requiring step-by-step oversight
Familiarity with maintenance records, AD compliance tracking, and pre-purchase inspection processes strongly preferred
Exceptional organizational skills able to manage multiple aircraft portfolios, open maintenance items, and client relationships simultaneously without items falling through the cracks
Outstanding written and verbal communication skills with a client-first mindset able to explain technical topics clearly to non-technical owners
Comfortable working autonomously and making confident decisions within scope; knows when to pull in the VP of Maintenance for technical guidance without over-escalating
Proficiency in aviation management software and standard business productivity tools
Pilot certificate or A&P license expected; deep practical aviation knowledge required

Responsibilities

Serve as the single point of contact for all owners within the portfolio on all matters relating to their aircraft, account, maintenance, financials, and client relationship
Build and maintain strong, trust-based relationships with aircraft owners through proactive outreach, transparent communication, and consistently excellent service
Provide proactive follow-up to owners after any trip disruption, regardless of whether it was handled by Owner Services or involved a maintenance component
Own the full maintenance coordination cycle for all portfolio aircraft, including scheduling, squawk tracking, MRO coordination, status monitoring, and return-to-service confirmation
Request, review, and approve maintenance quotes from MROs directly, evaluating scope and pricing independently, challenging quotes when appropriate, and presenting recommendations to owners with clear context and reasoning
Review, verify, and approve all invoices for portfolio aircraft, including maintenance, operational, and third-party charges, prior to submission to the owner, ensuring accuracy and alignment with approved quotes
Build and maintain the forward maintenance schedule for each portfolio aircraft, including upcoming inspection intervals, AD compliance due dates, service bulletins, and potential upgrades proactively planning around owner travel windows and fleet availability
Communicate all maintenance topics directly to owners, including status updates, cost explanations, timeline changes, and repair decisions, in plain language without routing owners to other team members
Negotiate third-party vendor costs and challenge MRO pricing on behalf of clients
When a portfolio aircraft goes AOG away from home base, work directly and immediately with Maintenance Control to coordinate recovery, including sourcing, logistics, local MRO access, and timeline management, while maintaining continuous owner communication throughout
Step in alongside Maintenance Control to manage any in-trip disruption that has a maintenance component, coordinating internally while keeping the owner informed throughout
Maintain accurate and current records for each aircraft, including maintenance history, financials, owner preferences, and operational data
Coordinate with Owner Services to ensure client preferences are current and accurately reflected for each booking; serve as the internal escalation point if a trip issue crosses into the client relationship or has a maintenance dimension
Monitor the Optimization team's day-to-day scheduling decisions for portfolio aircraft and exercise veto authority over any optimization decision that conflicts with a confirmed owner commitment or documented owner preference
Participate in the aircraft acquisition process by conducting or coordinating maintenance reviews, assessing airworthiness history, and identifying deferred or undisclosed maintenance items prior to purchase commitment
Monitor pre-purchase inspections on behalf of clients during aircraft sales transactions, collaborating with the VP of Aircraft Management
Support onboarding of new aircraft and owners into the management program, ensuring a smooth transition and establishing the client relationship from day one

Benefits

80% Company-Paid Premiums for Medical, Dental, and Vision coverage with access to nationwide provider networks
Flexible Spending Accounts (FSA) for healthcare and dependent care
Health Savings Account (HSA) option with tax-advantaged savings
Wellness Programs & Discounts including LifeMart and exclusive ID90 Travel deals
Paid Time Off starting at 2 weeks PTO plus 1 week of paid sick time annually
Life and Accidental Death & Dismemberment Insurance (company-paid)
Voluntary Benefits including accident, critical illness, identity theft protection, and hospital indemnity plans
401(k) plan with a 3% company match
Short- and Long-Term Disability (company-paid)
Additional Lifestyle Perks and travel discounts designed for the aviation industry