Director of Tactical and Member Services

EXCLUSIVE JETS LLC•Raleigh, NC

6d•Onsite

About The Position

The Director of Tactical and Member Services oversees the daily operations of the Tactical and Member Services Departments and supervises their Service Leads and Representatives. The role is responsible for service quality, team performance, customer satisfaction, and compliance with safety and operational standards. It leads the delivery of an efficient, consultative, service-oriented experience for customer reservations and day-of-flight management, including broker charter service. This is a full-time, on-site position based in flyExclusive’s Raleigh office. The work is Monday through Friday in a professional office environment with moderate noise levels. Occasional travel to other company locations, customer sites, or business events may be required, as may flexibility in working hours to meet business needs. The position reports daily operations, customer satisfaction, and team performance to the Vice President of Services.

Requirements

High school diploma or equivalent.
Three to five years of experience in customer service or a related field.
Prior leadership or supervisory experience in the service industry.
Proficiency with databases, scheduling software, and Microsoft Office.
Strong leadership and supervisory skills, including the ability to manage a diverse team.
Ability to solve problems under pressure and manage time-sensitive service operations.
Strong verbal and written communication skills.
Ability to multitask, prioritize, and manage competing responsibilities in a fast-paced environment.
Understanding of scheduling systems, customer databases, and operational logistics.
Ability to coach, mentor, and motivate team members.
Must be legally authorized to work in the United States; visa sponsorship is not available.
Employment is contingent on successfully completing a background check.

Nice To Haves

Bachelor’s degree.
Leadership or supervisory experience in aviation.
Experience in aviation, hospitality, or another industry with high service expectations.
Experience using AI tools.

Responsibilities

Provide a high level of service to clients, members, partners, and broker charter customers for day-of-flight service.
Oversee the daily operations of the Tactical and Member Services teams and ensure accuracy in customer interactions and operational processes.
Supervise Tactical and Member Services Leads and Representatives, including scheduling, workload management, coaching, and performance evaluations.
Ensure internal client flights, including Jet Club, Fractional, and Owner flights, are scheduled and managed accurately and revenue is logged.
Oversee service tasks to ensure they are completed efficiently.
Manage the customer database to support customer satisfaction and compliance with TSA requirements.
Monitor and address service disruptions, including delays and flight schedule changes.
Train and guide team members on the customer Mobile Application.
Provide ongoing coaching and training to maintain service standards, accurate record-keeping, and operational efficiency.
Develop, update, and enforce service policies, procedures, and best practices.
Promote consistent, effective communication across phone and other communication platforms.
Ensure effective shift handovers, documenting key events, customer needs, and pending actions.
Collaborate with leadership on service deviations, customer feedback, and corrective actions.
Maintain a focus on safety, service, and quality across flights and customer interactions.
Provide the Vice President of Services with detailed reports on daily operations, customer satisfaction, and team performance.
Ensure confidentiality standards are followed for clients and members.
Resolve escalated issues and complex service requests from high-profile clients and partners.
Oversee Services Department workflow and ensure service-related tasks are completed accurately and efficiently.