Title:  Vice President, Owner Experience

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 Vice President, Owner Experience is responsible for delivering a comprehensive, relationship-focused account management approach for a designated portfolio of fully managed EJM aircraft. This role partners closely with the Owner Experience Manager and cross-functional teams to develop and execute tailored support plans that ensure an exceptional Owner Experience.

Tasks and Responsibilities

• Develops and implements both strategic plans for achieving short and long term account  retention, profitability and growth goals. Strategizes with clients to determine optimal ways to achieve aircraft needs, including but not limited to: aircraft upgrades, maintenance schedules, replacement aircraft, hangar locations, dual-based aircraft, yearly and long term budgets, etc, with a focus on long-term planning and relationship management.
• Partner with Contracts Manager to monitor and facilitate the executive of management agreements, lease agreements, hangar contracts or other conracts as required.
• Ensures that each owner experience is consistent with service standards and the EJM brand.
• Collaborates with a team of account management individual contributors.  Provides regular feedback regarding account and owner needs.
• In partnership with executive leadership, identifies and implements infrastructure, metrics and systems to support the success of a world-class owner services function.
• May participate on cross functional project teams to implement new systems, processes and tools.
• Collaborates with a variety of internal stakeholders to facilitate solutions important to owner satisfaction and retention.  Serves as the voice of the owner to internal stakeholders, balancing the needs of the company with those of the client.
• Serves as an executive point of escalation for complex matters and key relationships, using a curiosity-driven approach to resolve issues and address root causes.
• Maintains professional and technical knowledge through education, professional associations and personal networks.
• Continuously monitors customer, market and competitor activity. Develops and manages key strategic relationships with owners, prospects and industry influencers.
• Travels to meet with clients and crew members on a regular basis.

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. For a list of essential job functions, please refer to the essential functions document for this job.

Education

Years of Experience

Knowledge, Skills, Abilities and Other (KSAOs)

• Proven track record of success in aviation operations and account management leadership roles  
• Strong problem-solving and analytic skills
• Past experience leading and directing teams
• Strong business and financial acumen
• Exceptional interpersonal and organization skills
• Ability to handle sensitive data and act with diplomacy
• Ability to travel 50% of time  

Base Salary Range

$133,000 - $233,000
The listed salary range reflects base pay and may be supplemented by additional cash bonus or incentive compensation. 

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 67% 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.