Manager, Specialty Teams (NJUS)

Netjets Services • Columbus, OH

279d

About The Position

The Manager, Specialty Teams is responsible for the overall experience of their team's Owners, team performance and employee development. The Manager, Specialty Teams supports Owner Services Account Managers by managing team workload, handling escalated Owner issues as necessary and conducting Owner follow-up when required. The Manager, Specialty Teams supports our highest value Owners by ensuring implementation of a service strategy that is focused on providing the best possible flight experience and building relationships. The Manager, Specialty Teams adjusts staffing and phone skills as necessary to maintain appropriate Service Levels for Owners. The Manager, Specialty Teams conducts quarterly employee check-ins and annual performance evaluations, provides call quality coaching at the individual level, manages training, manages payroll and ensures budget compliance. The Manager, Specialty Teams supports their Owner Services Vice President through research and special projects as assigned. The Manager, Specialty Teams focuses on and creates opportunities for individual professional development through Performance Management, working groups and quality monitoring.

Requirements

• Associate's in Aviation Management or Business Administration.
• 6-8 years of experience, with a minimum of 4 years management experience.
• Excellent verbal and written communication skills.
• Strong interpersonal skills.
• PC skills including MS Office Suite (Word, Excel, PowerPoint), Outlook and Internet.
• Ability to work a flexible schedule.
• Proficiency in metrics and metric tools.
• Proficiency in creating and delivering presentations.

Nice To Haves

• Aviation experience preferred.
• Sound foundation in teamwork approach.

Responsibilities

• Conducts quarterly performance evaluations and annual performance reviews.
• Provides call quality coaching and coordinates team mentoring process.
• Conducts monthly team meetings and manages training opportunities.
• Provides guidance, support, and leadership to team members.
• Assumes responsibility for escalated Owner issues with the goal of immediate resolution.
• Informs or involves Owner Services Leadership team as appropriate.
• Provides research or information regarding particular Owners or issues to Vice President, Owner Services as requested.
• Follows up on open issues from previous day, Owner survey responses, and Owner feedback.
• Aligns, maintains, and promotes the value proposition of the Specialty Account management model.

Benefits

• Medical, Dental, and Vision benefits.
• Healthcare Advocacy.
• Employee Assistance Program.
• Flexible Spending Accounts.
• Health Savings Account with annual employer contribution.
• Wellness Programs & Discounts.
• Paid Time Off.
• Parental Leave of Absence.
• Life and Accident Insurance.
• Voluntary benefits (financial protection plans).
• 401(k) plan, with 66% of every dollar you contribute matched by NetJets.
• Short and Long-Term Disability.
• Legal Plan.
• Identity Theft Protection Plans.
• Pet Insurance.
• Family & Caregiving Support.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Personal and Laundry Services
• Education Level: Associate degree