Trip Support Operations Manager

ATI Jet • Dallas, TX

5d

About The Position

The Trip Support Operations Manager leads all flight execution, scheduling coordination, and operational performance for Jetvia's charter operation. This role owns back-of-house execution, ensuring trips run efficiently, safely, and with minimal disruption while optimizing fleet utilization. The Trip Support Operations Manager leads a team of 3 to 4 Trip Support and Scheduling specialists and serves as the operational connective tissue between Dispatch, Sales, Crew Scheduling, and Concierge.

Requirements

• 5+ years of experience in private aviation, charter operations, or concierge/luxury service
• Prior leadership or management experience required
• Strong working knowledge of Part 135 operations, flight logistics, and scheduling
• Experience managing IROPS and AOG events
• Excellent communication and organizational skills
• Ability to work varying hours including days, nights, weekends, and rotating holidays

Nice To Haves

• Familiarity with JetInsight, HelpScout, or similar charter management platforms
• Experience building SOPs and training programs from the ground up
• Bachelor's degree

Responsibilities

• Collaborate with management to build team schedules that ensure proper 7-day coverage, balanced workload distribution, and high responsiveness across all shifts including evenings and weekends
• Own accountability for weekend coverage gaps, workload optimization, and team wellbeing
• Lead daily operations with clear accountability across Trip Support and Concierge teams
• Support development, training, and scheduling for the Manager on Duty (MOD) program
• Optimize the aircraft schedule to reduce repositioning time and costs while maximizing aircraft utilization and revenue
• Collaborate with Dispatch, Sales, and Crew Scheduling to improve overall operational efficiency
• Improve usage of systems and technology including JetInsight, HelpScout, and Teams workflows; identify automation opportunities
• Develop, improve, and maintain SOPs, training manuals, and operational checklists
• Define and articulate cross-functional roles and differences between Trip Support, B2B customer service, and Member Services
• Conduct quarterly training sessions to standardize workflows and ensure consistency across all customer touchpoints
• Develop and oversee the Jetvia AOG Response Process, including War Room coordination for delays, diversions, and emergency situations
• Establish clear department lead accountability across Dispatch, Crew Scheduling, Sales, and Trip Support
• Ensure real-time communication protocols are followed, including customer-first communication and clear recovery plans covering repair, recovery aircraft, delay, and cancellation
• Train team members to handle disruptions with confidence, urgency, and professionalism
• Monitor and improve trip accuracy across itineraries, billing, and execution with a focus on error reduction
• Track and report on operational KPIs including on-time performance, AOG resolution time, and discount tracking

Benefits

• 401(k) safe harbor match: dollar for dollar up to 3% of pay, and 50 cents on the dollar for the next 2%. Employees are eligible to enroll on the first of any month and are immediately 100% vested in all matching contributions.
• Medical Coverage: Three plan options including a 100% employer paid High Deductible Health Plan (HDHP) as well as 85% employer paid PPO plan and Texas-based HMO plans.
• Dental, Vision, and Life insurance are included in our complete insurance package.
• Private Flight Benefits: Access to private flight benefits for you and your family on empty-leg flights, when available.
• Generous time off to support work life balance.

What This Job Offers

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