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Title:  Supervisor - Owner Services (EJM)

Company:  Executive Jet Management
Area of Interest:  Owner Services
Location: 

Cincinnati, OH, US, 45226

Req ID:  3358

Purpose of Position

The Owner Services Tactical Supervisor is responsible to the Director, Owner Services for monitoring and managing service disruptions to Owners. The Owner Services Tactical Supervisor is responsible for injecting experience into the Owner Service operations of the day including proactively briefing OS teams on events that may impact operations, and service recoveries. The Owner Services Tactical Supervisor conducts employee check-ins and annual performance evaluations, provides call quality and email standards coaching, manages training, manages payroll and ensures budget compliance.This position is responsible for monitoring and ensuring accurate and timely communication with the Owner Service team(s) during service disruptions, and ensuring the proper documentation is complete and accurate. This position includes occasional performance of the duties of the Director, Owner Services on a fill-in basis. 

Tasks and Responsibilities

  • Provides assistance to the Director and Vice President with daily operations of the department including but not limited to: workflow management, pass down briefings, task management, trip reviews and quality control (QC) trip reviews with the team. Monitors and briefs the team on scheduling, weather, international issues, airport restrictions and ATC developments that may impact the day.; checks in hourly with Account Managers; monitoring the daily workload and facilitating the workflow of the team; working with the Director to develop and monitor the work schedule; helping to create and implement team development activities; providing regular feedback on team progress and customer satisfaction.  Oversees Account Managers to ensure that all itineraries are prepared correctly to include documentation for all new reservations, confirming both arrival and departure reservations with the Owner, and that catering and ground requirements are met.  Fills in for the Director as needed. Monitors Owner Services and barriers to customer satisfaction on off shift hours. 
  • Monitors and works with team to document, investigate and problem-solve issues as they occur to avoid escalating when possible; facilitates problem resolution with other departments including Finance, Charter and the Flight Center to resolve owner issues.  Keeps the Director informed by communicating resolutions and escalating issues when necessary. 
  • Partners with other departments to ensure consistent and exclusive service is provided for each customer interaction, for example: works with Owners and their representatives to follow up on Owner surveys; recommend process improvements; provides resolution and/or responses to Owners when deemed appropriate and necessary.  Partners with Finance to ensure any invoice or expense disputes are quickly and satisfactorily remedied.
  • Acts as champion for team unity, cohesiveness and overall morale.  Works with Director to ensure Account Managers feel welcome, prepared, empowered and an important part of the team.  May work one on one to resolve individual training issues or assigns individuals to an Account Manager, Senior.  Coaches, trains and acts as a role model and mentor for new hire indoctrination and training.  Communicates levels of progress to Directors. Assists Director with semi-annual performance check ins and call quality coaching of Account Managers. 
  • Is assigned special projects including team metrics and tasks assigned by the Director and/or Vice President.  Occasionally leads team meetings and provides feedback on barriers to excellent customer service to the Director.

Education

Associate's in Aviation

Certifications and Licenses

Years of Experience

4-6 years of experience

Core Competencies

Attitude
Communication & Listening Skills
Initiative
Interest in Company & Position
Knowledge of Specific Job Skills
Related Education or Training
Related Job Experience

Knowledge, Skills, Abilities and Other (KSAOs)

  • Demonstrated competency as an Account Manager, Senior with the ability to fill in for the Director, OS.
  • Consistently meets or exceeds expectations from a performance and attendance perspective for at least one year prior to assuming the position of Tactical Supervisor.
  • Demonstrated leadership skills with strong ability to partner and manage both internal and external relationships in a professional and service-oriented manner.
  • Proven ability to work effectively in a team environment with the confidence to comfortably and proactively take a lead role when the need presents itself.
  • Strong verbal and written communication skills with the ability to clearly and effectively communicate to all levels  of employees and management as well as with Owners and vendors.
  • Detail oriented with a proven ability to prioritize multiple objectives in a dynamic environment with constantly shifting priorities.
  • Possess the ability to work current day tasks and issues while concurrently focusing on identifying ways to improve processes and procedures to continuously develop a more proactive approach to providing service.
  • Proven ability to independently recognize and address potential operational issues and offer ideas for areas of improvement.
  • Proficient PC skills including MS Office applications and strong working knowledge of NetJets specialized software including but not limited to IJet II.
  • Must be located in Cincinnati, OH.

Benefits Package:

EJM offers a full complement of attractive benefits to our team members, including Medical, Dental and Vision insurance. 
Additional benefits include:

•    401(k) Savings Plan. The company provides a 58% matching contribution of your pretax contributions, up to the first 20% of your contributions per pay within the IRS guideline limits
•    Company provided Short Term Disability
•    Flexible Spending Account (FSA)
•    Prescription Drug Benefit Plan
•    Two weeks of paid vacation – accrued on first day of employment 

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


Nearest Major Market: Cincinnati

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