Service Hub Strategy and Planning Manager

Service Hub Strategy and Planning Manager

West Star is the fastest-growing maintenance, repair organization in the industry, and we recognize this is the result of our talented team of trusted employees working together to deliver customer service excellence. We are committed to providing our employees with personal and professional growth opportunities while fostering a culture of respect and well-being with a small company feel. When you join our team we don’t think you should have to wait for your benefits to kick in.

That’s why when you start, they start with you! This includes medical, dental, 401K match, time off accruals, weekly pay days and much more. We don’t want you to live to work, we want you to work and live.

The Service Hub Strategy and Planning Manager plays a critical role in driving operational excellence across our DAL, PBI, MDW, LAS, and VNY Service Hubs. This individual will serve as a subject matter expert on Service Level Agreements (SLAs), ensuring all performance metrics are closely monitored and aligned with strategic goals. Key responsibilities include tracking and analyzing SLA‑related data, identifying trends, and supporting decision‑making that directly impacts Unscheduled AOG Duration, Performance to Plan (P2P), and Deferred Maintenance Items (DMI).

Success in this role requires a strong attention to detail, a data‑driven mindset, and a commitment to continuous improvement across all service hub operations.

• Provide detailed updates every 4 hours to personnel at the DAL, PBI, MDW, LAS, and VNY Service Hubs.
• Review Remaining Over Night (RON) reports to identify Minimum Equipment List (MEL) items that can be cleared or require parts ordering.
• Collaborate at the start of each shift with the Supervisor/Lead and Net Jets Site Manager to develop a safe and timely Return to Service (RTS) plan aligned with SLA parameters for all Service Hubs.
• Identify and report all MELs that are not properly set up or remain unassigned across work orders.
• Track and report all unmet Performance to Plan (P2P) lines at each Service Hub.
• Track and report all Out‑of‑Service (OOS) maintenance lines that are not met at each Service Hub.
• Prioritize and coordinate the setup of accurate maintenance lines with the Maintenance Control Center (MCC), based on the tally sheet.
• Maintain high attention to detail when updating MxNet and managing email communications.
• Coordinate manpower scheduling with the Supervisor/Lead to minimize unbilled labor hours.
• Summarize gains and losses for all maintenance events during your shift across the DAL, PBI, MDW, LAS, and VNY Service Hubs.
• Provide management with updates on scheduling efficiencies and process improvement opportunities.

• MxNet is consistently monitored and updated to reduce inquiries from MCC and Net Jets Site Managers.
• Aircraft Out‑of‑Service (OOS) metrics are met consistently.
• MEL clearing rate goals are achieved.
• Manpower is scheduled effectively to meet fluctuating demand.
• Maintenance lines are accurately set up for AOG and line planning aircraft, enabling timely troubleshooting, parts ordering, and installation.
• Professionalism, organization, teamwork, and flexibility are demonstrated daily.
• Timely updates are delivered to Service Hub teams to keep all personnel informed.
• Communication is clear and effective with Site Managers at DAL, PBI, MDW, LAS, and VNY, as well as internally within West Star leadership and staff.

• A high school diploma or equivalent is required.
• A&P license is required.
• A valid driver’s license approved for airline travel and/or a valid passport is ideal but not mandatory.
• Aircraft‑specific factory training is preferred.

• Ability to report to work per assigned shift schedule, including overtime and weekend assignments.
• At least 5 years of experience working as an A&P mechanic.
• Experience with various models of corporate aircraft.
• Experience with Microsoft Office 365 products required.

We’re looking for a team player who is self‑motivated and able to perform in a fast‑paced…