Manager, Service Representatives (NJUS

Manager, Service Representatives (NJUS)

Company:
Net Jets Aviation, Inc. Area of Interest:
Customer Experience

Location:

Houston, TX, US

Purpose of Position:
The Manager, Service Representatives, is responsible for the overall experience of their team's performance and employee development. The Manager supports Net Jets Service Representatives (NSR) within a designated geographical territory, by overseeing weekly schedules, managing team workload, and handling escalated site and Owner issues. The Manager supports Owners by ensuring implementation of a service strategy that is focused on providing the best possible flight experience and building relationships.

The Manager performs annual site visits, attends regional FBO meetings, and participates in facility meetings. The Manager conducts employee check-ins twice a month, monthly regional meetings, annual performance evaluations, and focuses on and creates opportunities for individual professional development. The Manager supports their Director, Service Representatives, through research and special projects as assigned. The Manager models Net Jets 20/20 Flight Plan at all times.

Ability to travel 50% of the time. This position requires the resource to be located or willing to relocate within a commutable distance of one of the following airports: AUS, DAL, HOU, LAS, PBI, or SDL.

Tasks and Responsibilities:

• Performance Management:
  Conducts bi-weekly check-ins, quarterly performance evaluations, and annual performance reviews. Conducts bi-monthly regional and bi-monthly team meetings. This includes but is not limited to process and procedure updates and operational support. Evaluates and monitors monthly metrics reports for each NSR staffed location. Reviews NSR site schedules to ensure appropriate flight coverage for the business needs while helping employees achieve work/life balance.
  
  Provides guidance, support and leadership to team members.
• Standardization / Site Visits:
  Conducts one scheduled and one unannounced site visit for their locations yearly. This includes a review of Safety & Appearance Standards, Service Skills, Communication Skills, Pre-/Post
  - Trip Processes, Operational Intelligence, and Flight Coverage.
• Relationship Management:
  Provides vendor management support for teams, communicating with the vendors and internal partners to mitigate conflict. Collaborates with various partner departments to ensure teams' needs are being met (i.e. working on status of furniture/facility updates, onboard enhancements, exceptional experiences). Assumes responsibility for escalated issues with the goal of resolution. Escalates to Leadership as appropriate.
• Recognition:
  Seeks to positively recognize employees both personally and publicly by acknowledging outstanding work. This will be done by individual / team recognition, peer-to-peer recognition, positive communication in team meetings and ensuring the Service Representative department is supported at all times.

Education:

Bachelor's in Hospitality or Aviation

Certifications and Licenses:
Years of Experience 8-10 years of experience

Core Competencies:

Service-Oriented Curiosity Collaboration Adaptability Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs):
Excellent written and verbal communication skills Ability to work independently within operational guidelines Ability to work a flexible schedule Maintains composure under pressure Strong management and facilitation skills Effective problem solver Travel is required Aviation experience preferred Proficiency in creating and delivering presentations

How Net Jets Supports You:
Net Jets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. Net Jets offers benefits so you can LIVE WELL —a comprehensive package to support your Mind, Body, and Life. Our comprehensive suite of benefits include:
Medical, Dental, and Vision Healthcare Advocacy Employee Assistance Program Flexible Spending Accounts Health Savings Account with annual employer contribution Wellness Programs & Discounts Paid Time Off Parental Leave of Absence Life and Accident Insurance Voluntary benefits (financial protection plans) 401(k) plan, with 67% of every dollar you contribute matched by Net Jets Short and Long-Term Disability Legal Plan Identity Theft Protection Plans Pet Insurance Family & Caregiving Support