Service Manager - Flexjet

The Flexjet Service Manager has a passion for service and is a vital part of Flexjet. As the key to resolving real-time Owners issues and ensuring Owner’s success with our services, this department is critical to the continued success of the Flexjet brand and company. We maintain a very high level of satisfaction across our Owner base, and we take phenomenal pride in our operational efficiency as well as the experience we provide.

As a Flexjet Service Manager, you will play a key role in ensuring the real-time de-escalation of customer issues via Flexjet Service Manager program. This program is designed to ensure confidence in Flexjet by providing a safety net when 'normal' Owners concerns or issue management processes require support. Leadership qualities, problem solving management skills as well as internal and external communications to stakeholders. Working closely with the larger OS teams to best support real time. Aside from Owners, this includes, but is not limited to, Sales, Owners Services, Operations, Marketing, and Executive Leadership.

A Day in the life…

• Engage on Owner calls to facilitate both the real-time and follow-up discussions and provide concern management during issues where organization is needed.
• Provide direct contact details to Owners to ensure real-time communications are regular and often.
• Complete product, business, and messaging training.
• Familiarize yourself with the Flexjet business, Owners, and cross-functional partners.
• Positively influence Owner outcomes by leading and coordinating resolution pathways.
• Proactively engage, identify and advance prior account issues moving to a critical status.
• Discover root causes of issues and apply findings for preventative action measures.
• Partner with Leadership team to translate business needs into product requirements.
• Maintain an open communication channel between Flexjet and our Owners on their overall satisfaction.
• Actively participate in team and departmental meetings by providing feedback on current day-to-day activity and recommendations for improvement.
• Develop processes, playbooks, templates, or tools as part of continuous internal improvement.

Successful Candidates Have a…

• Successful track record of managing critical situations in a cross-functional environment, which includes handling difficult Owner situations.
• Strong leader without ego who can inspire, empower, and lead within a growth organization.
• Strong ability to plan, organize, prioritize and independently tackle problems.
• Passion for solving client issues and a champion of extraordinary customer service.
• Excellent judgment, risk management, and issue mitigation skills
• Sense of urgency and the ability to make timely decisions while considering service, business, and technical constraints.
• Excellent communication (oral and written), interpersonal, and organizational skills.
• Ability to think creatively.
• Versatility and adaptability

Prior Experience:

• 3+ years of customer-facing service delivery, service account management, customer support management, or a similar role
• 1+ years of Aviation experience.

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