Flight Operations Lead Customer Experience Job Mesa area,Arizona USA,Customer Service/HelpDesk

Position: Flight Operations Lead: Schedule & Customer Experience

APS is seeking a Flight Operations Service Leader (FOSL) to start immediately.

Hours depend on season.

Summer hours: 5:15 am - 1:30 pm

Winter hours: 7:15 am - 3:30 pm

Primary Responsibilities:

Develop and execute the daily plan for safe and efficient flight operations
- Creatively assign personnel, aircraft, and administrative resources to meet customer needs in a dynamic and fast paced environment
- Massage the daily flight schedule to accommodate late or unforeseen changes
- Quickly and professionally communicate changes to instructors, team members, and customers
- Manage and monitor aircraft launches and returns
- Adhere to FDA regulations and facilitate required paperwork
Lead a team of 3 to 5 Flight Operations Support Specialists (FOSS)
- Help with recruiting, interviewing, and hiring team members
- Deliver initial and ongoing job training, assess performance, and provide support
- Coach and Inspire team members to meet both APS goals and personal career goals
  - Hold a weekly meeting with each team member and conduct reviews
Ensure a seamless and positive customer experience from customer arrival on-site through departure
- Receive, direct and host customers
  - Monitor customer check-in
  - Provide facilities orientations
  - Explain schedule/flight maneuvers
  - Visit with customers and families
- Prepare and host customers/guests prior to, during, and after flights
  - Assign and maintain flight suits, helmets, gloves, call signs, and other clothing and equipment
  - Take and process customer photos/videos
  - Monitor customer/guest well-being and offer helpful solutions
- Follow safety management system protocols to ensure customer and team safety on airport ramp and in and around aircraft
- As needed, assist FOSS team members to prepare aircraft and help strap in customers
- Prepare facility for customers/guests
  - Monitor general cleanliness, trash removal, supplies, etc
  - Manage stock of training materials, certificates, supplies, etc
  - Maintain facility and aircraft cleanliness and supplies
- Act as the final check for each customer's experience! Work to achieve customer satisfaction feedback after departure to measure success.
  - Help obtain google reviews, testimonials, and maintain social media presence
Overcome unforeseen weather, maintenance or other issues and suggest creative solutions to safely update the flight schedule
- Be the quarterback of the operations team
- Must maintain a big picture focus
- When necessary, make quick/accurate decisions, sometimes on an hourly basis
Work well with APS instructor pilots, aircraft maintenance and administrative personnel and other team members to ensure a safe and positive customer training experience
Be prepared to bring high level issues to leadership
Run or coordinate execution of occasional company errands
Perform additional duties as assigned by management
Help other departments or team members as needed

Minimum Qualifications:

High school diploma or equivalent
Min 3+ years work experience
Proficient with G-Suite, MS Office Suite, can easily integrate new technologies
Experience leading and inspiring a team of 2 to 5 direct reports
Experience working cross-functionally, maintaining communications and relationships between several departments
Flexible and innovative - can overcome unforeseen challenges and come up with creative solutions with a positive spin
Safety conscious with strong commitment to integrity
Outgoing personality with emphasis on positive attitude, teamwork, customer satisfaction and company growth
Ability to work with people of different personalities and cultures
Proficiency with administrative and phone skills required
Must have sound judgment and high situational awareness
Must be able to pass DOT/GAA drug and alcohol testing
Must be prepared to work 5 days a week Monday - Friday. Hours range from 5:15 am - 3:45 pm (depending on season).

Experience Advantages in the Selection Process:

Aviation Industry knowledge or experience
Experience using Hubspot
Experience working in or managing flight operations (scheduling/launching/dispatching)
Customer Service Experience

Physical Requirements:

190 lbs. max weight (must climb on parked aircraft wings to assist customers)
Ability to assist in pushing small aircraft
Ability to push 55‑gallon oil…