Flight Operations Service Leader

Aviation Performance Solutions•Mesa, AZ

6d•Onsite

About The Position

Aviation Performance Solutions (APS) develops and delivers industry-leading Upset Prevention and Recovery Training to help solve the leading cause of fatalities in aircraft accidents, Loss of Control In-Flight. APS is seeking a Flight Operations Service Leader (FOSL) to start immediately. This position uniquely combines delivery of outstanding customer service with dynamic operational execution and dedicated team leadership. The right candidate for this role will embrace and embody APS core values of Safety, Service, Accountability, Egoless, Excellence, Optimism, and fulfilling Dreams. Hours depend on season. Summer hours are from 5:15 am - 1:30 pm. Winter hours are from 7:15 am - 3:30 pm.

Requirements

High school diploma or equivalent
Min 3+ years work experience
Proficient with G-Suite, MS Office Suite, can easily integrate new technologies
Experience leading and inspiring a team of 2 to 5 direct reports
Experience working cross-functionally, maintaining communications and relationships between several departments
Flexible and innovative - can overcome unforeseen challenges and come up with creative solutions with a positive spin
Safety conscious with strong commitment to integrity
Outgoing personality with emphasis on positive attitude, teamwork, customer satisfaction and company growth
Ability to work with people of different personalities and cultures
Proficiency with administrative and phone skills required
Must have sound judgment and high situational awareness
Must be able to pass DOT/GAA drug and alcohol testing
Must be prepared to work 5 days a week Monday - Friday. Hours range from 5:15 am - 3:45 pm (depending on season).

Nice To Haves

Aviation Industry knowledge or experience
Experience using Hubspot
Experience working in or managing flight operations (scheduling/launching/dispatching)
Customer Service Experience

Responsibilities

Develop and execute the daily plan for safe and efficient flight operations
Creatively assign personnel, aircraft, and administrative resources to meet customer needs in a dynamic and fast paced environment
Massage the daily flight schedule to accommodate late or unforeseen changes
Quickly and professionally communicate changes to instructors, team members, and customers
Manage and monitor aircraft launches and returns
Adhere to FAA regulations and facilitate required paperwork
Lead a team of 3 to 5 Flight Operations Support Specialists (FOSS)
Help with recruiting, interviewing, and hiring team members
Deliver initial and ongoing job training, assess performance, and provide support
Coach and Inspire team members to meet both APS goals and personal career goals
Hold a weekly meeting with each team member and conduct reviews
Ensure a seamless and positive customer experience from customer arrival on-site through departure
Receive, direct and host customers
Monitor customer check-in
Provide facilities orientations
Explain schedule/flight maneuvers
Visit with customers and families
Prepare and host customers/guests prior to, during, and after flights
Assign and maintain flight suits, helmets, gloves, call signs, and other clothing and equipment
Take and process customer photos/videos
Monitor customer/guest well-being and offer helpful solutions
Follow safety management system protocols to ensure customer and team safety on airport ramp and in and around aircraft
As needed, assist FOSS team members to prepare aircraft and help strap in customers
Prepare facility for customers/guests
Monitor general cleanliness, trash removal, supplies, etc
Manage stock of training materials, certificates, supplies, etc
Maintain facility and aircraft cleanliness and supplies
Act as the final check for each customer's experience! Work to achieve customer satisfaction feedback after departure to measure success.
Help obtain google reviews, testimonials, and maintain social media presence
Overcome unforeseen weather, maintenance or other issues and suggest creative solutions to safely update the flight schedule
Be the quarterback of the operations team
Must maintain a big picture focus
When necessary, make quick/accurate decisions, sometimes on an hourly basis
Work well with APS instructor pilots, aircraft maintenance and administrative personnel and other team members to ensure a safe and positive customer training experience
Be prepared to bring high level issues to leadership
Run or coordinate execution of occasional company errands
Perform additional duties as assigned by management
Help other departments or team members as needed

Benefits

9-10 Paid Holidays
Paid Time Off starting at 15 days per year
Bereavement Pay
Potential quarterly bonuses based on company performance
Free yearly aerobatic flight for yourself or to be gifted
Large-network Health, Dental, Vision, and Life Insurance with high company contribution
Wellness program with potential discounts and gifts
401K with company match
Continuing education and professional development
Tuition Reimbursement Program
Discounts on flights and APS merchandise
Uniform shirts and hats provided