Title:  Team Manager (NJUS)

Purpose of Position

The Team Manager is responsible for the overall experience of their team's Owners, team performance and employee development.  The Team Manager supports Owner Services Account Managers by managing team workload, handling escalated Owner issues as necessary and conducting Owner follow-up when required.  The Team Manager supports  Owners by ensuring implementation of a service strategy that is focused on providing the best possible flight experience and building relationships. The Team Manager  adjusts staffing and phone skills as necessary to maintain appropriate Service Levels for Owners. The Team Manager conducts quarterly employee check-ins and annual performance evaluations, provides call quality coaching at the individual level, manages training, manages payroll and ensures budget compliance.  The Team Manger supports their Owner Services Vice President through research and special projects as assigned. The Team Manager focuses on and creates opportunities for individual professional development through Performance Management, working groups and quality monitoring.   

Tasks and Responsibilities

• Coaching / Development:  Conducts quarterly performance evaluations, annual performance reviews, call quality coaching, coordinates & manages team mentoring process, conducts  monthly team meetings, manages training opportunities, provides guidance, support and leadership to team members under their supervision. Models NetJets' six Core Operating Principles at all times  
• Team Workload: Shares in the everyday workload of the team, including team duties and inbound calls. Maintaining Service Levels to Owners is their first priority and takes precedence over any other duties.
• Escalation / Follow-up: Assumes responsibility for escalated Owner issues with the goal of immediate resolution. Informs or involves Owner Services Leadership team as appropriate. Provides research or information regarding particular Owners or issues to Vice President, Owner Services as requested. Follows up on open issues from previous day, Owner survey responses, and Owner feedback received via email, letter or phone call and Owner visits as needed. 
• 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 full list of essential job functions, please refer to the essential functions worksheet for that position.

Education

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

• Minimum 2 to 4 years management experience with 6-8 years total experience.
• Excellent verbal and written communication skills
• Sound foundation in teamwork approach
• Interpersonal skills essential
• PC skills including MS Office Suite (Word, EXCEL, PowerPoint), Outlook and Internet
• Ability to work a flexible schedule
• Occasional travel may be required. 
• Aviation experience preferred
• Proficiency in metrics and metric tools
• Proficiency in creating and delivering presentations