Vice President, Client Service

Magellan Jets•Quincy, MA

4d•Onsite

About The Position

Founded in 2008 and now one of the largest private aviation providers, Quincy, MA-based Magellan Jets is a premier provider of private aviation solutions, offering a comprehensive range of Jet Card ownership, On-Demand Charter, and Aircraft Sales and Management. With a focus on personalized service, Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients worldwide. Magellan Jets and its FAA-certificated Flight Operations team lead one of the industry’s most comprehensive safety management systems and protocols providing peace of mind to the most discerning travelers. POSITION SUMMARY: 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.
Regular use of standard office equipment, including computers, phones, and video conferencing tools.
Ability to sit or stand for extended periods.
Periodic regional travel via car or air.
Ability to lift up to 20 pounds occasionally (e.g., event or marketing materials).
Strong verbal and written communication skills required for client-facing interactions.

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.
Schedule and conduct regular one-on-one meetings with each direct report to ensure alignment, communication, and development.
Facilitate quarterly performance reviews for team members.
Partner with direct reports to establish measurable OKRs aligned with departmental and company objectives.
Coach, mentor, and develop team members while promoting accountability and professional growth.
Provide timely, candid feedback and document performance concerns as appropriate.
Partner with HR and senior leadership on performance management matters as needed.
Oversee day-to-day departmental operations, ensuring adequate coverage at all times.
Facilitate quarterly team meetings to drive communication, alignment, and engagement.
Review and approve vacation schedules to maintain operational consistency.
Hire and onboard high-performing talent for the Client Service organization.
Oversee comprehensive training programs for Client Experience Consultants and Flight Operations Advisors to ensure consistent, client-first, and operationally sound performance.
Develop and execute structured onboarding and transition plans for new hires to ensure smooth integration into the team and company culture.