In-Flight & Lounge Experience Manager

Aero • Los Angeles, CA

56d • Onsite

About The Position

By reimagining premium travel from the ground up, Aero offers a radically enhanced air travel experience – focusing on exclusivity, design, convenience, and personalized service. Aero integrates scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform, delivering a seamless end-to-end experience that neither traditional airlines nor private jet companies have achieved. The Inflight & Lounge Experience Manager is a pivotal role for Aero's growth, reporting directly to the Chief Commercial & Experience Officer. This position is responsible for ensuring Aero's exceptional guest experience across all outstations, scheduled flights, and charter flights. Based at our private terminal in VNY, the role involves leading and managing the Cabin and Lounge Experience Leads team, as well as our outstation Experience Specialists.

Requirements

• 5+ years of experience managing CSRs in part 91/135 operations.
• Experience flying as CSR in part 91/135 operations.
• Strong understanding of aviation safety, part 91/135 operations, regulatory compliance, and TSA/OSHA requirements.
• Excellent communication skills, both written and oral.
• A passion for service, and proven ability to lead and inspire teams to always be better, as well as collaborate with diverse stakeholders, including government representatives.
• Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment.
• Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes.
• Must be able to work on your feet for at least 8 hours. Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.). Occasionally kneel, bend, carry and assist around the aircraft.
• Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin.
• Must live within 60 minutes of the VNY Airport.
• Must be a US CitizenAs this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to pre-employment testing and random testing throughout employment for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP)

Responsibilities

• Lead and manage performance of the Cabin and Lounge Experience Leads (CSRs) and outstation Experience Specialists.
• Cultivate a high-performance, service-oriented culture within the team, supporting initiatives that boost employee retention and maintain a positive team environment.
• Partner with the Director of Experience Design and Development to continuously improve training initiatives. This involves assessing the team's training requirements and incorporating them into the established training calendar.
• Collaborate with the Charter Sales and Commercial Strategy teams to craft monthly schedules for the Experience Lead and Experience Specialist teams, optimizing for operational coverage.
• Maintain the team's schedule to ensure continuous coverage, including planning for time off, managing sick leave, processing schedule swaps, and accommodating last-minute charter requests.
• Ensure that all hotel and air travel logistics for the CSR Team are coordinated with the scheduling department.
• Collaborate closely with the People Operations and Finance departments to manage the team's monthly payroll process and expenses.
• Ensure adherence to safety, service, operational and company policies.
• Available to fly as a CSR at least 4 days a month.

Benefits

• Time Off: Flexible PTO, accrued sick time, bereavement, and holiday pay.
• Benefits: medical, dental, vision, life, disability, 401k, dependent care FSA, health FSA, teammate travel perks

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 11-50 employees