Title:  Manager, Owner Services Operations

About EJM

EJM has been a pioneer in aircraft management and worldwide jet charter services since 1977. As a subsidiary of NetJets, we are part of the world's largest private aviation infrastructure, with unrivaled resources and operational stability. Our business is rooted in the core principles of safety, service, and integrity—principles that we deliver on daily for our customers and employees.

Purpose of Position

The Manager, Owner Services Operations, is responsible for but not limited to, staffing, daily workflow, strategic long-term planning, process ownership, team training, coaching, mentoring, and hiring. The role is responsible for building a positive, service-oriented and constructive team culture that drives curiosity and collaboration. In this role, the Manager, Owner Services Operations will also create scalable structure and develop service-oriented processes. 

Tasks and Responsibilities

•    Accountable for the performance and results of Owner Services Operations Team. 
•    Create strategic plan for department growth, prioritizing actions based on resource and operational challenges. 
•    Subject matter expert related to policies, procedures, and strategic planning. 
•    Provides technical guidance to employees and clients regarding EJM policies and federal regulations.  
•    Coordinates quality control review and case management review for the department, implements changes as needed.  
•    Create and maintain daily and monthly schedules to ensure proper staffing levels. 
•    Takes active ownership of escalated service disruptions. 
•    Evaluates processes, programs, and people to identify opportunities for improvement, innovation and development.  
•    Employee training, development, and performance management including goals and KPIs. 
•    Tracking and supporting the onboarding processes of new accounts. 
•    Adhere to departmental budget goals.
•    Interview, hiring, and onboarding for new employees. 
•    Assist Leadership Team on various projects as requested/assigned, with a focus on developing the Flight Center.  
•    Manage PTO and vacation planning for account pilots.  
•    On call duties are expected 24/7/365  

Note:

It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. 

Education

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

•    Demonstrated competency in all aspects of the Owner Services Account Manager. 
•    Demonstrated leadership skills with ability manage both internal and external relationships. 
•    Proven ability to lead effectively in a team/open office environment. 
•    Strong verbal and written communication skills. 
•    Detail oriented with the ability to prioritize multiple objectives in a dynamic environment. 
•    Proactive approach to potential problems and growth areas. 
•    Ability to independently recognize and adapt to operational challenges. 
•    Proficient PC skills including MS Office applications and strong working knowledge of specialized software. 

How EJM Supports You

At EJM, we believe that how you do something is as important as what you do. That's why we foster a collaborative company culture, where leadership is accessible, employee opinions are valued, and relationships matter. We encourage employee growth, recognize the importance of work-life balance, and take pride in being a career destination.  

To ensure our employees are taken care of at work and at home, we offer a comprehensive package of premium benefits, including: 

• Competitive pay 
• Medical, dental, and vision insurance, available with no monthly premiums 
• 401(k) plan, with 66% of every dollar you contribute matched by EJM
• Health savings account (HSA)
• Flexible spending accounts (FSA)
• Prescription drug benefit plan
• Life insurance and AD&D benefits 
• Company-paid short-term disability
• Long-term disability
• Paid Parental Leave
• Legal plan
• Pet Insurance
• Paid Time Off 

Executive Jet Management is an equal opportunity employer. 
To ensure a safe environment, we conduct pre-employment drug screening and background checks.