Title:  Crew Ground Experience Coordinator (NJUS)

Join the NetJets Team

NetJets, the global private aviation leader for more than 60 years, provides the pinnacle of private travel, defined by a signature commitment to unwavering safety, personalized service, and reliable global access. Discover why NetJets is the ultimate career destination, offering exceptional benefits and growth opportunities.

Purpose of Position

The Crew Ground Experience Coordinator supports the day-to-day execution of the crew food program while serving as a key advocate for the crew ground experience at FBOs. This role manages tactical crew catering operations, coordinates directly with suppliers and crews, and centrally collects and analyzes crew feedback to identify service trends, escalates urgent safety-sensitive concerns, and drive improvements to the overall experience. The position partners closely with internal teams and external providers and includes limited travel to FBO locations to gather firsthand feedback and directly support crew members. 

Tasks and Responsibilities

Crew Ground Experience & Feedback Management
     Complete daily reviews of crew feedback submitted through Rate-It and other feedback channels.
     Review crew FBO feedback into a centralized repository, identifying trends, recurring issues, and positive service outcomes to drive continuous improvement and reinforce high-performing practices.
     Escalate in-the-moment, safety-sensitive, or service-degrading feedback to appropriate internal teams, including Safety, Training, FBO Operations, and crew leadership.
     Manage FBO and Service Hub Cabin Prep follow-ups stemming from crew feedback, ensuring issues are acknowledged, addressed, and documented.
Crew Catering Operations
     Support the day-to-day operations and logistics of the crew food program, ensuring meals are delivered to the correct location and at the correct time.
     Manage crew catering workflow queues, tracking orders from initiation through fulfillment.
     Communicate crew food orders with primary and secondary catering suppliers, including order confirmations, updates, and schedule-driven changes.
     Provide status updates to crewmembers and resolve day-of issues that may impact crew readiness.
     Act as a resource for internal and external stakeholders regarding crew catering questions, feedback, and problem-solving.
     Serve as the single point of contact for catering suppliers for tactical, day-of operational questions and service recovery.
Cross-Functional Coordination
     Ensure supplier information and service details remain accurate and current.
     Act as a liaison between crews, FBOs, Safety, Training, and operations teams to receive and assess feedback, escalate issues appropriately, coordinate solutions, and provide timely updates to crew members to ensure resolution and closure
     Utilize reporting, dashboards, and feedback insights to contribute to improvements and enhancements that elevate the crew travel and ground experience.
Field Engagement
     Conduct limited travel to directly support crew members in the FBO, gather additional crew feedback, review trends in person, and engage directly with FBO partners to discuss service expectations and improvement opportunities.
Additional Responsibilities
     Support other back-office and operational functions as assigned.

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

Certifications and Licenses

Years of Experience

Core Competencies

Knowledge, Skills, Abilities and Other (KSAOs)

Ability to analyze survey results, identify actionable trends, and appropriately escalate findings to support continuous improvement.
Ability to assess workplace dynamics and adapt communication strategies to enhance collaboration, productivity, and positive working relationships.
Experience supporting operations, supplier coordination, or service management functions, with aviation or crew services experience preferred.
Strong written and verbal communication skills with the ability to manage time-sensitive, service-impacting issues.
Ability to prioritize competing demands, manage multiple workflows, and respond effectively to evolving operational needs.
Ability to effectively manage and escalate safety-sensitive feedback with a high degree of professionalism and urgency.
Strong customer service orientation and team-focused mindset.
Flexibility to travel occasionally to operational locations (FBOs) to support business and operational requirements.
Ability to work a flexible schedule.
Working knowledge of Microsoft Office applications.

How NetJets Supports You

NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVEWELL—a comprehensive package to support your Mind, Body, and Life.
 
Our comprehensive suite of benefits include:
•    Medical, Dental, and Vision
•    Healthcare Advocacy
•    Employee Assistance Program
•    Flexible Spending Accounts
•    Health Savings Account with annual employer contribution
•    Wellness Programs & Discounts
•    Paid Time Off
•    Parental Leave of Absence
•    Life and Accident Insurance
•    Voluntary benefits (financial protection plans)
•    401(k) plan, with 67% of every dollar you contribute matched by NetJets
•    Short and Long-Term Disability
•    Legal Plan
•    Identity Theft Protection Plans
•    Pet Insurance
•    Family & Caregiving Support