Purpose of Position

The Manager, Owner Services Operations, is responsible for but not limited to, staffing, daily workflow, strategic long-term planning, process ownership, team training, coaching, mentoring, and hiring. The role is responsible for building a positive, service-oriented and constructive team culture that drives curiosity and collaboration. In this role, the Manager, Owner Services Operations will also create scalable structure and develop service-oriented processes.

Tasks and Responsibilities

• Accountable for the performance and results of Owner Services Operations Team. • Create strategic plan for department growth, prioritizing actions based on resource and operational challenges. • Subject matter expert related to policies, procedures, and strategic planning. • Provides technical guidance to employees and clients regarding EJM policies and federal regulations. • Coordinates quality control review and case management review for the department, implements changes as needed. • Create and maintain daily and monthly schedules to ensure proper staffing levels. • Takes active ownership of escalated service disruptions. • Evaluates processes, programs, and people to identify opportunities for improvement, innovation and development. • Employee training, development, and performance management including goals and KPIs. • Tracking and supporting the onboarding processes of new accounts. • Adhere to departmental budget goals. • Interview, hiring, and onboarding for new employees. • Assist Leadership Team on various projects as requested/assigned, with a focus on developing the Flight Center. • Manage PTO and vacation planning for account pilots. • On call duties are expected 24/7/365

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.