Manager, Owner Services

Job Profile

The Owner Services Manager is responsible for handling every stage of owner travel, ensuring each trip is planned, coordinated, and executed seamlessly. The role requires effective and proactive communication with internal teams and clients throughout the process to ensure that expectations are fully aligned with expected outcomes, thereby ensuring the best possible client experience.

Vista America, an operating partner of Vista - the world's leading global business aviation company - has established a new benchmark in business aviation services across the United States.

ROLE AND RESPONSIBILITIES:

Provide support directly to owners by email and telephone ensuring that all account requests and concerns are addressed in a timely manner while maintaining a professional and friendly tone

Handle flight bookings, striving for optimal service of quality and efficiency

Maintaining an overview of all upcoming flights paying special attention to any operational restrictions (Part 91 & 135). Anticipate any issues, conflicts or problems that could impact the owner experience.

Proactively communicate with owners on operational restrictions (e.g. weather restrictions, slots and permits) and provide suitable alternative options if needed.

Maintain timely, factual, and accurate communication with clients on all aspects of their flight to ensure that client expectations are always fully aligned with feasibility

Addressing potential schedule conflicts for owners’ trips (such as crewing, maintenance, charter rotation, charters, etc.) and clearly communicating them to the aircraft owners

Adhere to owner contracts to ensure flight bookings align with requests and generate quotes based on agreement terms

Flight tracking and monitoring of owner flights. Responsible for taking action and communicating delays, diversions, last-minute changes and other irregularities that may potentially affect the schedule

Strategic planning and coordination in cooperation with all internal departments that impact owner experience including Operational Control Center, Aircraft Management, In Flight Services, Maintenance, Aircraft Cleaning, and Flight Crew

Keeping a very organized system of owner profiles and aircraft to anticipate their needs and enhance their experience during planning and onboard experience

Communicate with catering and transportation vendors the very specific needs of our owners. If ever an issue arises, the Owner Services Manager is required to troubleshoot in real-time to ensure the owner’s needs are met.

Responsible for logging feedback, delays, and issues within the Case Reporting System

Tracking receipts and invoices related to owner travel to ensure all charges to the owner are accurate in the final post-flight duties.

Collaborate effectively with internal teams via digital communication tools

Required Skills, Qualifications, and Experience

Personable with outstanding customer service skills

Experience in General Aviation or Luxury Hospitality is preferred

Extreme attention to detail and passionately organized

Demonstrable proactive problem-solving skills and ability to prioritize workload

Ability to work efficiently in a time-sensitive environment

Clear and direct communicator both in writing and orally

Can work both collaboratively with a team and independently

Flexibility with schedule as late nights, early mornings and some overtime will be required as needed (schedule subject to change)

Excellent written and spoken English skills

Occasional travel may be required

Compensation & Benefits:

4/10 work schedule with flexibility to work remotely

Competitive salary based on experience.

Health, dental, and vision insurance.

401(k) with company matching.

Vacation aligned with office employees

Continuing education and professional development opportunities

The affiliated operating partners of Vista are equal employment opportunity employers. The affiliated operating partners of Vista do not discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. The affiliated operating partners of Vista also prohibit harassment of applicants or employees based on any of these protected categories.

Permanent Full-Time