Network Guest Experience Manager

Overview

The Network Guest Experience Manager serves as the single, dedicated point of contact for a select portfolio of ultra-high-net-worth individuals (UHNWIs), celebrities, and highly influential aviation clients operating across our global facilities.

This role is responsible for delivering a seamless, discreet, and elevated end-to-end experience for VIP guests and their flight departments—eliminating the need for operators to coordinate directly with multiple airports, FBOs, or stations.

Acting as a trusted extension of the client’s flight department, this individual proactively manages all aspects of the guest journey, anticipates needs, mitigates operational friction, and ensures flawless execution across every touchpoint.

Primary Point of Contact

• Serve as the sole liaison for assigned VIP / strategic accounts across all network locations

• Build long-term, trust-based relationships with flight departments, operators, personal staff, and security teams

• Provide 24/7 white-glove support as required for high-profile movements

End-to-End Experience Ownership

• Coordinate arrivals, departures, parking, fueling, hangarage, catering, ground transportation, security, customs, and special requests

• Ensure consistent service delivery across all facilities, regardless of location

• Proactively identify potential disruption and manage solutions before issues arise

Discretion, Privacy & Security

• Handle all interactions with absolute confidentiality and professionalism

• Coordinate closely with security teams, handlers, and local leadership to ensure privacy protocols are strictly followed

• Serve as a calm, trusted presence for high-profile guests and their representatives

Operational Coordination

• Act as the central hub between VIP clients and internal teams

• Translate client expectations into clear, executable operational plans

• Escalate and resolve issues rapidly with executive-level judgment

Proactive Planning & Anticipation

• Maintain detailed client profiles including preferences, sensitivities, and service expectations

• Anticipate recurring needs and seasonal travel patterns

• Prepare advance playbooks for high-visibility events, peak travel periods, and complex itineraries

Service Recovery & Excellence

• Lead service recovery efforts for any deviation from expectations

• Own outcomes—not just coordination—ensuring the guest experience meets or exceeds expectations every time

Minimum Education and/or

Experience:

• 7+ years of experience in aviation operations, luxury hospitality, private aviation, executive services, or high-touch client management

• Demonstrated experience working with UHNW clients, celebrities, executives, or high-profile individuals

• Strong understanding of private aviation operations, FBO environments, and flight department workflows

• Exceptional communication, judgment, and emotional intelligence

• Proven ability to manage complex, time-sensitive situations with composure

• High level of discretion and professionalism

Additional knowledge and skills:

• Experience in private jet operations, charter management, or aviation concierge services

• Prior role interfacing with executive assistants, personal staff, or security teams

• Familiarity with NOC/SOC operational models and enterprise-level coordination

• Willingness to support non-standard hours based on VIP operational needs

About Signature Aviation

With more than 225 locations worldwide, Signature Aviation is the largest global network of private aviation terminals, delivering safe, convenient, and elevated experiences to those we serve. As a premier hospitality organization and a certified Great Place to Work™, we are committed to redefining private air travel. Our nearly 6,000-strong team of aviation experts and enthusiasts is dedicated to delivering excellence to our guests and communities, and it starts with taking care of our team.

Signature provides a variety of benefits, programs, and resources to support our team members’ overall well-being and professional development. We proudly volunteer and give back, focusing on elevating the neighborhoods where we operate, empowering the next generation of aviation professionals, and supporting our veterans.

From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation.

Our Benefits:

• Medical/prescription drug, dental, and vision Insurance

• Health Savings Account

• Flexible Spending Accounts

• Life Insurance

• Disability Insurance

• 401(k)

• Critical Illness, Hospital Indemnity and Accident Insurance

• Identity Theft and Legal Services

• Paid time off

• Paid Maternity Leave

• Tuition reimbursement

• Training and Development

• Employee Assistance Program (EAP) & Perks

Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.