Manager, Owner Services Operations

Executive Jet Management, Inc.•Cincinnati, OH

75d

About The Position

The Manager, Owner Services Operations, is responsible for but not limited to, staffing, daily workflow, strategic long-term planning, process ownership, team training, coaching, mentoring, and hiring. The role is responsible for building a positive, service-oriented and constructive team culture that drives curiosity and collaboration. In this role, the Manager, Owner Services Operations will also create scalable structure and develop service-oriented processes.

Requirements

Bachelor's in Aviation or Operations
4-6 years of experience
Demonstrated competency in all aspects of the Owner Services Account Manager.
Demonstrated leadership skills with ability manage both internal and external relationships.
Proven ability to lead effectively in a team/open office environment.
Strong verbal and written communication skills.
Detail oriented with the ability to prioritize multiple objectives in a dynamic environment.
Proactive approach to potential problems and growth areas.
Ability to independently recognize and adapt to operational challenges.
Proficient PC skills including MS Office applications and strong working knowledge of specialized software.

Responsibilities

Accountable for the performance and results of Owner Services Operations Team.
Create strategic plan for department growth, prioritizing actions based on resource and operational challenges.
Subject matter expert related to policies, procedures, and strategic planning.
Provides technical guidance to employees and clients regarding EJM policies and federal regulations.
Coordinates quality control review and case management review for the department, implements changes as needed.
Create and maintain daily and monthly schedules to ensure proper staffing levels.
Takes active ownership of escalated service disruptions.
Evaluates processes, programs, and people to identify opportunities for improvement, innovation and development.
Employee training, development, and performance management including goals and KPIs.
Tracking and supporting the onboarding processes of new accounts.
Adhere to departmental budget goals.
Interview, hiring, and onboarding for new employees.
Assist Leadership Team on various projects as requested/assigned, with a focus on developing the Flight Center.
Manage PTO and vacation planning for account pilots.
On call duties are expected 24/7/365