Crew Ground Experience Coordinator; NJUS

Select how often (in days) to receive an alert:

Company:
Net Jets Aviation, Inc.

Area of Interest:
Flight Operations

Location:

Columbus, OH, US, 43219

Net Jets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why Net Jets is the ultimate career destination, offering exceptional benefits and growth opportunities.

The Crew Ground Experience Coordinator supports the day-to-day execution of the crew food program while serving as a key advocate for the crew ground experience s role manages tactical crew catering operations, coordinates directly with suppliers and crews, and centrally collects and analyzes crew feedback to identify service trends, escalates urgent safety-sensitive concerns, and drive improvements to the overall experience. The position partners closely with internal teams and external providers and includes limited travel to FBO locations to gather firsthand feedback and directly support crew members.

Crew Ground Experience & Feedback Management
Complete daily reviews of crew feedback submitted through Rate-It and other feedback channels.
Review crew FBO feedback into a centralized repository, identifying trends, recurring issues, and positive service outcomes to drive continuous improvement and reinforce high-performing practices.
Escalate in-the-moment, safety-sensitive, or service-degrading feedback to appropriate internal teams, including Safety, Training, FBO Operations, and crew leadership.
Manage FBO and Service Hub Cabin Prep follow-ups stemming from crew feedback, ensuring issues are acknowledged, addressed, and documented.

Crew Catering Operations
Support the day-to-day operations and logistics of the crew food program, ensuring meals are delivered to the correct location and at the correct time.
Manage crew catering workflow queues, tracking orders from initiation through fulfillment.
Communicate crew food orders with primary and secondary catering suppliers, including order confirmations, updates, and schedule-driven changes.
Provide status updates to crew members and resolve day-of issues that may impact crew readiness.
Act as a resource for internal and external stakeholders regarding crew catering questions, feedback, and problem-solving.
Serve as the single point of contact for catering suppliers for tactical, day-of operational questions and service recovery.

Cross-Functional Coordination
Ensure supplier information and service details remain accurate and current.
Act as a liaison between crews, FBOs, Safety, Training, and operations teams to receive and assess feedback, elevate issues, coordinate solutions, and provide timely updates to crew members to ensure resolution and closure.
Utilize reporting, dashboards, and feedback insights to contribute to improvements and enhancements that elevate the crew travel and ground experience.

Field Engagement
Conduct limited travel to directly support crew members in the FBO, gather additional crew feedback, review trends in person, and engage directly with FBO partners to discuss service expectations and improvement opportunities.

Additional Responsibilities
Support other back-office and operational functions as assigned.

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 list of essential job functions, please refer to the essential functions document for this job.

Bachelor's in Aviation or related field

2-4 years of experience

Service-Oriented

Strives For Positive Results

Ability to analyze survey results, identify actionable trends, and appropriately accelerate findings to support continuous improvement.
Ability to assess workplace dynamics and adapt communication strategies to enhance collaboration, productivity, and positive working relationships.
Experience supporting operations, supplier coordination, or service management functions, with aviation or crew services experience preferred.
Strong written and verbal communication skills with the ability to manage time-sensitive, service-impacting issues.
Ability to prioritize competing demands, manage multiple workflows, and respond effectively to evolving operational…