Client Experience Manager

*** This is a fully remote role however, you must live within the following U.S. states:
California, Florida, Massachusetts, New York, Ohio, Oregon, Tennessee, and Wisconsin (We will consider other locations for candidate with direct aviation experience)***

We're  For seventeen years we've arranged private aviation for people whose calendars don t bend for commercial travel. Our promise to clients is the one in our tagline:
The Sky Is Yours. Our job is to make that promise feel true on every trip, not just the easy ones.

We re standing up an entirely new department around a simple idea: the moments that matter most for our clients deserve a person, not a process. This role is for the advance team — the first inside the new function, the small group that will stand up the playbooks, build the rituals, and start supporting live trips weeks before the full team is in seats.

What follows — our Mission, Vision, and six Values — are specific to Client Experience. They sit inside the broader  identity, but they re the ones that shape how this team operates day to day.

Make the logistics invisible. Make the hospitality unforgettable.

Redefine client experience in private aviation — for the clients we serve, and the people who serve them.

• Make It Yours
• Talk Early, Talk Often
• Care Unreasonably
• Earn Informality
• Drop the Ego
• Take Yourself Lightly

CE is where those values meet the actual trip — and they shape every decision, every email, every recovery, and every hire. Especially this one.

You ll be one of the first humans inside this function. It will look like the following:

From booking to wheels-down to client-home, each trip is yours. You ll work with clients to lock in passenger lists, catering, ground transportation, and special requests.

When you re on Tracking, you ll verify the aircraft has repositioned to the FBO, confirm catering and ground are exactly where they should be, and monitor flight progress, weather, ATC, NOTAMs, TFRs, and the FAA misery map for the daily s choke points.

AOGs. Mechanicals. Late requests. Diversions. Crew issues. TFRs. You re the first responder

Pass the baton between day-roles cleanly — every handoff (48+, 24, Tracking, QA & New Bookings) leaves the next person better than you found it.

You ll be the person we re looking for if you already live the six values above. The work in Phase 1 is heavy on writing, organization, and judgment under time pressure, and we can teach the craft. We can t teach the values. We hire for them.

• Your scheduled work week will sometimes fall on what other people call evenings, weekends, or holidays — we run on the client s calendar, not ours. We schedule those shifts in advance, communicate them clearly, and protect your time off.
• Be authorized to work in the United States. We are not able to sponsor work visas for this role.
• Be willing and able to pass a standard background check — we handle confidential client information daily, and trust is foundational to the role.
• Have a quiet, private workspace with reliable high-speed internet — you ll be on client calls and handling sensitive information from day one.
• Be ready to actively learn the aviation side of this role if you don t already know it — the learning curve is real, and learning aviation is part of the job, not a perk.

• You Make It Yours. You take the work personally — your communications, your handoffs, your mistakes, your follow-through. The outcome is yours, not just the effort.
• You Talk Early, Talk…