Client Experience Manager
About The Position
Jets.com is hiring a Client Experience Manager for a fully remote role, requiring residency in California, Florida, Massachusetts, New York, Ohio, Oregon, Tennessee, or Wisconsin (exceptions may be made for candidates with direct aviation experience). This role is part of a new department focused on providing a personalized experience for clients, moving beyond standard processes. The Client Experience Manager will be an early member of this team, helping to establish playbooks, rituals, and support systems before the full team is in place. The department's mission is to make logistics invisible and hospitality unforgettable, aiming to redefine client experience in private aviation. The team operates under six core values: Make It Yours, Talk Early, Talk Often, Care Unreasonably, Earn Informality, Drop the Ego, and Take Yourself Lightly. These values guide all decisions, communications, and actions within the Client Experience team.
Requirements
- Your scheduled work week will sometimes fall on evenings, weekends, or holidays, as the company operates on the client's calendar.
- Must be authorized to work in the United States; visa sponsorship is not available.
- Must be willing and able to pass a standard background check due to handling confidential client information.
- Must have a quiet, private workspace with reliable high-speed internet for client calls and handling sensitive information.
- Must be ready to actively learn the aviation side of the role if not already familiar.
Nice To Haves
- Operationally complex experience (aviation, hospitality, healthcare, logistics).
- Comfort with ambiguity, as this is a new team being established.
- Strong writing skills.
- Possess judgment, composure, anticipation, and a conviction that details matter.
Responsibilities
- Own trips end to end, from booking to wheels-down to client-home.
- Work with clients to finalize passenger lists, catering, ground transportation, and special requests.
- Run the day-of operations, including verifying aircraft repositioning, confirming catering and ground transportation, and monitoring flight progress, weather, ATC, NOTAMs, TFRs, and FAA advisories.
- Handle non-standard situations such as AOGs, mechanical issues, late requests, diversions, crew issues, and TFRs as the first responder.
- Cover the crew and onboard the next wave by ensuring clean handoffs between different roles (48+, 24, Tracking, QA & New Bookings).
Benefits
- Subsidized health, dental, and vision insurance.
- 401(k) with a company match.
- New laptop and necessary tools.
- Professional development opportunities (conferences, courses, certifications, dedicated learning time).
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
