SUMMARY

The primary function of this position will be oversight of the day-to-day operations of Owner Services, as well as administrative support of assigned teams.  This position will work closely with senior management to improve on strategic goals and development of the department.  This position will also work diligently to create, manage, and nurture both internal and external relationships.  This position will also be expected to adhere to and promote NetJets’ Vision, Mission, and Values.

KEY ROLES AND RESPONSIBILITIES

Leader / Coach / Communicator

·         Promotes and engages in the process of the elevation of issues involving negatively impacted trips or poor Ownership Experiences for their teams’ Owners

·         Evaluates and continually communicates with assigned teams in efforts to foster performance improvement objectives

·         Assists Flight Coordinators with any [daily] issues that become prevalent, to include problem resolution, Owner relations/satisfaction, and schedule planning and execution

·         Implements and coordinates team leadership and personnel development plans, to include training, coaching and mentoring, promotions, employee recognition, and performance evaluations

·         Actively partners with Quality Development to promote and nurture a learning environment

·         Assists with the Sales and Marketing function by acting as a backup to Vice President in owner/prospective Owner visits, tours, and/or meetings.

·         Partners and teams with Sales & Marketing Leadership for Owner research and reconciliation process

·         Persuasively communicates NetJets vision, mission, values, and goals to employees and motivates them to achieve them

·         Champions new ideas that make sense for Owner Services and increase department efficiency

·         Actively looks for ways to give visibility to Account Managers and Owner Services teams, and shows appreciation and praise for exceptional performance

Resource Manager / Administrator

·         Directly responsible for the administration of assigned Owner Services teams, to include duties such as: new-hire training/mentoring process, the Senior and Lead process, absenteeism and tardiness, performance appraisals, coaching/counseling, monthly employee schedules, payroll & status changes, Shift Change Requests, Absence Requests, employee development, and recurrent training

·         Actively involves in the ongoing development of the Owner Services individual

·         Prepares and manages company Hot List to ensure that the NetJets brand is protected

·         Monitors daily flight activity and forecast reports as to best manage floor performance and staffing levels

·         Responsible for morning meeting preparation, presentation, and follow-up

·         Assumes a dynamic array of day-to-day special project assignments for the Owner Services department

·         Monitors and manages team case management issues and follows up as required

·         Conducts interviews for the position of Flight Coordinator and ensures that the department is getting the best possible candidate with the strongest attributes for the position

·         Active participant for Lead Account Manager application process, development, and panel interviews

·         Maintains 24/7 availability

Business Partner / Marketer

·         Viciously protects those Owners who have been repeatedly impacted in a negative fashion

·         Acts as department ambassador by being available to take calls from Owners with questions or concerns and then acts on feedback in a timely manner

·         Provides the highest level of service for all Owners and employees at the most reasonable cost to NetJets

·         Involves and partners with other groups to act on Owner issues or problems as to protect the best interest of the Owner

·         Ensures that feedback from the Owner- both positive and negative- is acted on and/or corrected

·         Reviews and researches owner feedback communications and responds in a complete, timely, and accurate manner

·         Liaison with senior management to assist in special Owner requests such as flight credits, upgrade requests, and second aircraft requests

·         Champions owner relations by assisting with follow-up on calls, cases, e-mails, letters and surveys

·         Acts as a liaison with the Billing department for Owner billing disputes

Process Management – Effectively  utilizes applicable processes  and procedures to complete roles and responsibilities; investigates opportunities to increase process efficiency. Measures the effectiveness and seeks to continually improve the quality of processes.

Safety – Demonstrates good safety behavior and attitude, follows regulatory practices and rules, recognizes and reports hazards and promotes a safety culture.

………And other duties as assigned.

BUSINESS RESULTS / DELIVERABLES

·         Effective administration and management of assigned Flight Coordinators and teams

·         Dedicated and committed effort to the roles and responsibilities of the position, including being a model of leadership to the floor

·         Effective communication of corporate and department Vision, Mission, and Values and goals to employees

·         Development of Owner relationships and improved Owner satisfaction and experience

QUALIFICATIONS: EDUCATION / EXPERIENCE

The requirements listed below are representative of the knowledge, skill, and/or ability required.

·         Experience in Customer Service Management,  or equivalent NetJets experience required

·         B.S. / B.A. in Business, Aviation, or equivalent education and/or experience required

·         Business aviation management or equivalent experience preferred

·         Sound foundation in leadership skills, teamwork approach, communicative and interpersonal skills essential

·         Excellent verbal and written communication skills essential

·         Working knowledge of Microsoft Office Products essential