Flight Services Manager

Wheels Up • ,

5d • $75,000 - $85,000

About The Position

The Flight Services Manager (FSM) coordinates and executes member trips end to end, serving as the primary point of contact from initial quote and booking through post-flight follow-up. The FSM acts as a trusted advisor, delivering a consultative member experience while ensuring operationally feasible, safe, and commercially aligned trip execution. FSMs own the customer experience for both first-party and third-party charter flights, partnering with the Charter Desk on off-fleet trips for aircraft sourcing, operator selection, and charter execution.

The role also focuses on growing flight activity and member engagement through trust-based relationships. Many FSMs manage dedicated account portfolios and develop familiarity with members’ preferences, travel patterns, and expectations. The position contributes to operational excellence, service consistency, revenue generation, and member satisfaction through accountable, frequent member interactions.

Requirements

• Experience in operations coordination, logistics, or flight scheduling.
• Strong organizational and quality assurance skills.
• Excellent communication and problem-solving ability.
• Proficiency managing trip details in CRM or scheduling systems.
• At least 3–5 years of sales support or customer service-related experience.
• Bachelor’s degree or relevant experience in a high-touch customer service environment.
• Standard office and computer usage.

Nice To Haves

• Familiarity with aviation operations.
• Familiarity with off-fleet charter tools such as Avinode or with logistics systems.
• Experience coordinating complex travel or event itineraries.
• Ability to anticipate issues and solve problems quickly.
• Comfort working cross-functionally and managing time-sensitive operational updates.

Responsibilities

• Serve as the primary member contact throughout the trip lifecycle, from intake and recommendations through booking, day-of-flight coordination, and post-flight follow-up.
• Manage incoming quotes through FSM-direct, Director, or digital channels; validate trip needs and define sourcing strategy.
• Recommend aircraft, routing, and trip designs; execute bookings and ensure passenger details, manifests, and service requirements are complete.
• Coordinate with the Charter Desk on off-fleet and charter trips, including operator engagement and pricing alignment.
• Prepare and distribute trip sheets and detailed itineraries; coordinate catering, ground transportation, FBO arrangements, and special requests.
• Conduct pre-flight quality checks, including 72-hour QC, and monitor weather and other operational considerations.
• Manage itinerary changes, including passenger, luggage, routing, commercial connection, catering, and manifest updates.
• Monitor active trips, track aircraft, provide status updates, and manage irregular operations such as delays and recovery planning.
• Coordinate with members, crew, FBOs, hotels, and other internal and external partners to resolve operational issues.
• Complete post-flight reviews and customer follow-up; document trip outcomes, issues, and service enhancements.
• Identify opportunities to improve processes, communication, and the member experience.
• Partner with VPs, Directors, and operational teams to align on client needs and service delivery.
• Maintain accurate system updates and documentation to support operational integrity and reporting.
• Build and maintain trust-based member relationships, including dedicated account portfolios where applicable, to support member engagement and flight activity.

Benefits

• Tuition reimbursement.
• Competitive 401(k).
• Comprehensive medical, dental, and vision insurance.
• Complimentary access to mental health and wellness counseling through Spring Health.
• Financial planning assistance through WellCents.
• Additional programs and services supporting total well-being.
• Incentive program rewarding individual and organizational performance.
• Salary range of $75,000–$85,000 plus commission.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level