Trip Operations and Client Experience Director

ATI Jet • Dallas, TX

2d • $100,000 - $120,000 • Onsite

About The Position

Jetvia is seeking a high-performing Director of Trip Support & Client Experience to lead and elevate our customer experience, operational execution, and team performance across all private aviation missions.
This role is responsible for owning the day-to-day execution of trips, developing team performance, and implementing scalable systems that deliver Jetvia’s effective & efficient Customer Service & Communications Standard.

Requirements

• 10+ years experience in Private aviation, Charter operations, Concierge / luxury service
• Prior leadership or management experience required
• Strong understanding of Part 135 operations, Flight logistics and scheduling, Customer service excellence in high-end environments
• Exceptional communication and decision-making skills
• Ability to lead in high-pressure, time-sensitive situations

Nice To Haves

• Operational Leader – Thinks in systems, not just tasks
• Customer Experience Driven – Obsessed with White Glove delivery
• Decisive Under Pressure – Leads during AOG and disruptions
• Process Builder – Can create structure where it doesn’t exist
• Team Developer – Builds strong, accountable teams
• Detail-Oriented – Executes flawlessly

Responsibilities

• Develop and manage team schedules to ensure: Proper 7-day coverage, Balanced workload distribution, High responsiveness across all shifts (including evenings/weekends). Owns weekend coverage gaps, workload optimization, and Team well being
• Lead daily operations with clear accountability across Trip Support & Concierge teams
• Assist with Manager on Duty (MOD) program development, training, and scheduling
• Assist in optimizing the aircraft schedule to: Reduce repositioning time and costs, Maximize aircraft utilization and revenue
• Collaborate with Dispatch, Sales, Crew Scheduling to improve overall operational efficiency
• Improve usage of Systems & Technology like, JetInsight, HelpScout, Teams workflows. Identify automation opportunities
• Continually improve and maintain SOPs, Training manuals, Checklists (Trip Support, Concierge, AOG, White Glove)
• Clearly define and articulate cross-functional roles and differences between Trip Support & Member Services
• Conduct quarterly training sessions and performance evaluations for all team members.
• Continually coach and provide praise along with feed back
• Standardize workflows to ensure consistency across all customer touchpoints
• Responsible for hiring, onboarding, and scaling the team
• Develop and oversee the Jetvia AOG Response Process, including: War Room coordination (Delay, Diversions & SOS), Department lead accountability (Dispatcher, Crew Scheduling, Sales, Trip Support)
• Ensure effective real-time communication protocols are followed: Customer-first communication, Clear recovery plans (repair, recovery aircraft, delay, cancellation)
• Train team members to handle disruptions with confidence, urgency, and professionalism
• Lead the development of a Jetvia Customer Experience Internal Board, focused on: Customer surveys and feedback loops, Service enhancements and innovation, Marketing communication alignment, Onboard and pre-flight customer touchpoints
• Ensure consistent delivery of: Elite / Concierge service standards, Passenger Preference Profiles, VIP timing and communication cadence
• Monitor and improve: Trip accuracy (itineraries, billing, execution), Error reduction across workflows
• Track operational KPIs: On-time performance, AOG resolution time, Customer satisfaction scores

Benefits

• Private flight benefits for you and your family (empty-leg flights, when available)
• Paid holidays, vacation, and sick time
• 401(k) plan / Equity Benefits
• Medical, dental, and vision coverage
• Supplemental benefits (accident, critical illness, disability, life insurance, pet insurance, and more)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed