Vice President, Client Service

Magellan Jets•Quincy, MA

2d•Onsite

About The Position

The Vice President, Client Service is responsible for leading both the Client Experience and Flight Operations functions, setting the strategy and direction for client service delivery and operational execution within the Client Service department. This role ensures an exceptional, seamless end-to-end experience for clients by aligning client-facing service excellence with operational performance. This executive leader serves as a dynamic relationship builder, fostering collaboration with clients, vendors, and internal teams, while driving client satisfaction, loyalty, and engagement in alignment with Magellan Jets’ commitment to world-class service.

Requirements

12–15 years of progressive customer service or client experience leadership experience required.
Exceptional interpersonal, communication, and relationship-building skills.
Strong problem-solving abilities with demonstrated composure in managing complex client escalations.
Proven leadership experience within client service, account management, or operational environments.
Demonstrated success in developing and executing impactful client experience strategies.
Proven ability to lead, coach, and motivate teams in a fast-paced, client-focused environment
Highly collaborative mindset with the ability to foster strong relationships across departments and with clients.
Passion for delivering exceptional client experiences and driving continuous improvement.
Ability to work from the Quincy, MA office four days per week.
Willingness to participate as backup in weekend coverage rotations and occasional evening shifts as needed.

Nice To Haves

Experience in luxury hospitality, aviation, or premium service environments preferred.
5-Diamond customer service background strongly desired.
Bachelor’s degree preferred.

Responsibilities

Lead and manage the Client Service Department, with direct oversight of the Client Experience Manager and the Senior Director of Flight Operations, and indirect oversight of approximately 10 Client Experience Consultants and 4 Flight Operations Advisors.
Foster a player-coach leadership style, balancing hands-on engagement with strategic oversight to build capability, confidence, and accountability across the team.
Lead by example by consistently striving to exceed client expectations and mentoring team members to do the same.
Reinforce best practices, policies, and decision-making frameworks, ensuring the team is equipped to navigate complex and ambiguous client situations.
Conduct regular one-on-one meetings with direct reports to ensure alignment on business priorities, performance goals, and client experience standards.
Build and maintain trusted relationships with key clients, serving as the primary point of contact for escalations and high-priority accounts.
Develop and execute a client-centric strategy aligned with Magellan Jets’ vision and values to enhance client satisfaction, retention, and long-term loyalty.
Serve as a liaison between the Client Service function and internal departments to ensure cohesive communication and seamless service delivery.
Collaborate cross-functionally to identify opportunities for process improvement, enhanced client engagement, and service innovation.
Actively represent the voice of the client across the organization, championing initiatives that elevate the overall client experience.