Since 1967, Jet Aviation has been crafting flight in its smoothest form. From one hangar in Basel, Switzerland, to some 4,000 employees, and some 50 locations worldwide. Aircraft Management, Aircraft Sales, Charter, Completions, Defence, FBO, Fixed and Rotary Wing Maintenance, and Staffing. Behind every seamless Jet Aviation experience, is a team of dedicated professionals perfecting the art of flight. The artisans of aviation. The craft that brings our customers’ journey to life. In the hangar, on the ground, and behind the scenes. Enabling global flight, with passion.

Position Summary:

The Client Aviation Director manages assigned client relationships, aligns with the overall strategy of Jet Aviation client management, and ensures customer service excellence for our clients. This role is out of the Western region, US, supported out of Pacific Time zone. This position can function out of our two Western region offices (Burbank, CA or Scottsdale, AZ), remotely, or on a hybrid schedule from our locations.

Main Responsibilities:

• Interface with management clients to insure pro-active, positive, and consistent communications are maintained
• Ensure customer complaints are resolved satisfactorily and in a timely manner coordinating with internal teams as needed
• Meet with customers on a routine and scheduled basis to determine client expectations and ensure JAFS management and service representatives are aware of those expectations
• Liaise with Sales team and represent all JAFS services; Aircraft Management, Aircraft Partnership, PT Jet Cards, Block Hour Charter, as well as other services offered by all lines of business within Jet Aviation and cross-sell their products and services whenever possible to achieve revenue targets by increase revenue spend per account
• Oversee aircraft and client onboarding (and termination) activities, connecting client requirements and Jet Aviation support services
• Liaise with clients and support team members to approve and present crew candidates, or supplementary crew according to client specifications and business need
• Intervene in and mediate internal conflict among assigned Flight Support Personnel. When necessary, coordinate with relevant departments (Staffing, HR) to coordinate hiring and termination of Flight Support Personnel
• Ensure client retention; serving as a Trusted Advisor on all matters related to the customer’s operation
• Create and support aircraft sell sheets and marketing efforts, if applicable
• Review and communicate to clients any relevant data reporting, monthly statements, budgets, and dashboards in conjunction with aircraft team members
• Ensure amendments to client agreements (i.e., leases, certificates of insurance, etc.) are presented, approved, and communicated according to internal processes and client requirements
• Mitigate and mediate any vendor conflict situations and client collection issues, working to ensure timely resolution and/or payment reconciliations
• Ensure accuracy of client data in the fleet lists across software platforms
• Manage insurance claims and communicate coverage options
• Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of Disciplines

Minimum Requirements:

• Bachelor’s degree
• 5 years of relevant work experience
• Must be proficient in Microsoft Office suite
• Strong communication skills and experience communicating to diverse internal and external stakeholders, both verbally and in writing
• Extraordinary customer focus
• Capacity to adapt to a challenging and fast-moving environment, with changing priorities and a heavy workload
• Excellent interpersonal and communication skills
• Good understanding of aviation industry and commercial awareness of influencing factors and trends impacting the industry

Desired Characteristics:

• Bachelor’s degree preferably in aviation related field
• Knowledgeable in all aspects of the private aviation sector
• Strong project management experience
• Strong personal values corresponding with Jet Aviation values (Trust, Honesty, Alignment, Transparency)

Equal Employment Opportunity:

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Jet Aviation, where individuals are hired, employed, recognized, and advance based upon their individual skills and abilities and without regard to an individual’s race, color, national origin, age, religion, physical or mental disability status, sex, gender, sexual orientation, gender identity or expression, transgender status, genetic information, marital status, pregnancy (including childbirth, lactation and related medical conditions), status as a protected veteran or any status or characteristic protected from employment discrimination under applicable federal, state and local laws (“EEO status”). This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, compensation, benefits, promotions, termination, layoff, recall, transfer, and opportunities for training and advancement

Physical Demands / Work Environment

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to use hands to finger, handle, or feel, reach with hands and talk or hear. The employee frequently is required to stand, walk or sit. The employee is occasionally required to climbs or balance, kneel, crouch or crawl. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds over their heads. Specific vision required for this job include, close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust and focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must be able to work in both a heavy maintenance environment and in upscale customer areas. The noise level in the work environment is usually moderate with occasional high volume when aircrafts arrive/depart. The employee is frequently exposed to vibration. Occasional fuel fumes may permeate the workplace. Employee must be willing and able to work in all types of weather conditions. The noise level in the work environment is usually loud. The Hangar environment may be extreme hot and cold during certain seasons of the year.

Equal Employment Opportunity has been, and will continue to be, a fundamental principle at Jet Aviation, where individuals are hired, employed, recognized, and advance based upon their individual skills and abilities and without regard to an individual’s race, color, national origin, age, religion, physical or mental disability status, sex, gender, sexual orientation, gender identity or expression, transgender status, genetic information, marital status, pregnancy (including childbirth, lactation and related medical conditions), status as a protected veteran or any status or characteristic protected from employment discrimination under applicable federal, state and local laws (“EEO status”). This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, compensation, benefits, promotions, termination, layoff, recall, transfer, and opportunities for training and advancement.