Title:  Owner Experience Manager - Midwest & Southeast Regions

About EJM

EJM has been a pioneer in aircraft management and worldwide jet charter services since 1977. As a subsidiary of NetJets, we are part of the world's largest private aviation infrastructure, with unrivaled resources and operational stability. Our business is rooted in the core principles of safety, service, and integrity—principles that we deliver on daily for our customers and employees. 

Purpose of Position

The Owner Experience Manager is responsible for assisting the Owner Experience Director in retaining and growing the existing EJM full managed aircraft account portfolio through account management. Success in this role will be defined by retention metrics, Owner satisfaction metrics, and partnership efforts with a variety of internal stakeholders.

Tasks and Responsibilities

•    Executes tactical plans as directed by Owner Experience Director. This includes but not limited to: account onboarding, crew hiring, aircraft operation, billing, yearly aircraft budgets, aircraft/travel reports and support maintenance scheduling and planning.
•    Acts as a tactical point to maintain client information in the software systems of record. 
•    Ensures Full Managed owner experience is consistent with the NetJets Inc service standards and brand.
•    Communicates with the Owner Services division by providing regular feedback, and partnering on creative problem solving regarding account and owner travel needs or requirements. 
•    Participates on cross-functional project teams to implement new systems, processes and tools.
•    Collaborates with a variety of internal stakeholders to facilitate solutions important to owner satisfaction and retention.  Serves as the voice of the owner to internal stakeholders.
•    Acts as an tactical point of escalation for complex matters and relationship maintenance.
•    Partners with Contracts Manager to maintain an contractual language changes or amendments (e.g. charter rates and company contact changes)
•    Partners with Finance to monitor and help with AR support so payments are made in a timely manner.
•    Partners with Owner Transition for smooth onboarding for new aircraft and accounts joining EJM.
•    Partners with Fleet to help manage MX projects, inputs and payments in a timely manner and documenting any (yet not limited to) concerns ,discrepancies, and insurance coverages.
•    Partners with Charter Solutions team to ensure we are meeting customers charter hour request.
•    Continuously monitors customer, market, and competitor activity.

Note:

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

•    Proven track record of success in aviation operations or account management
•    Strong problem-solving and analytic skill
•    Strong business and financial acumen
•    Exceptional interpersonal and organization skills
•    Collaborative thinker
•    Ability to handle sensitive data and act with diplomacy

How EJM Supports You

At EJM, we believe that how you do something is as important as what you do. That's why we foster a collaborative company culture, where leadership is accessible, employee opinions are valued, and relationships matter. We encourage employee growth, recognize the importance of work-life balance, and take pride in being a career destination.  

To ensure our employees are taken care of at work and at home, we offer a comprehensive package of premium benefits, including: 

• Competitive pay 
• Medical, dental, and vision insurance, available with no monthly premiums 
• 401(k) plan, with 66% of every dollar you contribute matched by EJM
• Health savings account (HSA)
• Flexible spending accounts (FSA)
• Prescription drug benefit plan
• Life insurance and AD&D benefits 
• Company-paid short-term disability
• Long-term disability
• Paid Parental Leave
• Legal plan
• Pet Insurance
• Paid Time Off 

Executive Jet Management is an equal opportunity employer. 
To ensure a safe environment, we conduct pre-employment drug screening and background checks.