Tactical Services Lead

The Tactical Services Lead is responsible for the execution of flights for fractional, jet card, owner, consumer, managed aircraft owners and charter clients. The Lead collaborates with Operations Command Center team members and Experience Concierge and Member Services team to ensure successful execution of flights. The position involves providing exceptional customer service, utilizing expert knowledge of operational impacts, and managing the Tactical Services Specialists team.

Requirements

• Provide the highest level of services for all fractional, jet card, owner, consumer, managed aircraft owners and charter clients in the daily flight schedule.
• Utilize expert knowledge of potential operational impacts as well as company products, programs, fleets and internal processes to provide clients with optimal trip solutions.
• Collaborate with Operations Command Center team members (Duty Manager, Scheduling, Crew Scheduling, Dispatch) and Experience Concierge and Member Services team to ensure day-of flights are executed successfully along with the setup of the next morning’s flights.
• Manage own portfolio of flights each day as well as be the first point of escalation for Tactical Services Specialists.
• Supervise Specialists team to continue to fine tune best practices for our membership.
• Proactively follow each assigned flight to discover potential issues that may affect our customers such as weather, traffic and ATC delays.
• Provide timely updates to any flight when could be or is suffering from an operational issue.
• Exemplary communication, including impeccable phone conversation skills as well as written communications supporting all our customer types.
• Ability to provide consistent professional communication in deescalating high intensity situations.

Benefits

• Competitive salary
• Benefits package
• Opportunities for professional growth and development