Description

The Base Manager serves as the primary on-site leader and point of contact for Jet Card clients, aircraft owners, and business partners at the assigned base location. This role is responsible for delivering a consistently exceptional, 5-Star client experience while supporting the Regional Vice President in the management of aircraft owner relationships through regular interaction and communication.

In addition to directly managing the Client Relations team and Line Technicians at the base, the Base Manager is responsible for fostering a unified, service-driven culture in partnership with [Company] maintenance, flight crew, and operational teams. The position ensures base operations are coordinated, facilities are maintained to [Company] standards, and client interactions are executed with precision, anticipation, and attention to detail to support a premium ownership and travel experience.

Duties & Responsibilities:

01. Client Experience & Relationship Management

1. Own the end-to-end client and owner experience at the base, including quoting, trip logistics, communication, and in-person interactions at departure and arrival.
2. Deliver a personalized, high-touch service experience aligned with [Company] 5-Star service standards, anticipating client preferences and needs.
3. Respond promptly and professionally to client and owner inquiries, coordinating with the Regional Vice President as needed.
4. Conduct pre- and post-flight outreach to ensure client satisfaction and address any service concerns.
5. Proactively engage with current and inactive flyers to promote, sell, or upsell [Company] services and partnerships.

03. Base Operations & Service Standards

1. Ensure base facilities—including lobby, meeting spaces, work areas, entryways, and restrooms—are clean, organized, functional, and maintained to [Company] service standards.
2. Maintain aircraft stock, lobby amenities, and office supply inventories in accordance with established standards.
3. Offer knowledgeable recommendations for local attractions, dining, and events, both locally and at destination locations.
4. Coordinate trip-related billing, including determining costs for requested services and arranging post-flight invoicing.

05. Team Leadership & Scheduling

1. Provide daily direction and scheduling oversight for base team members, ensuring consistent adherence to [Company] service standards.
2. Manage team schedules, PTO requests, expenses, and regular one-on-one meetings.
3. Partner with the Regional Vice President on coaching, performance feedback, and development conversations.
4. Ensure the Client Relations team provides regional support as directed by the Central Team.

07. Cross-Functional Coordination

1. Collaborate with Flight Operations, Maintenance, and Crew teams to ensure service standards are met or exceeded and to proactively identify potential issues.
2. Support [Company] crew with trip preparation, including building and ramp access, aircraft stocking, cleaning coordination, and similar operational needs.
3. Partner with the Central Concierge team on training, policy updates, and invoicing support as needed.

09. Issue Resolution & Compliance

1. Proactively document, communicate, and resolve service issues and complaints, including OSA resolution, escalating as appropriate.
2. Safely operate client and owner vehicles on [Company] property, including around aircraft and ground equipment, when required.
3. Maintain accurate client and owner profiles, preferences, and expectations within [Company] systems.

11. Administrative & General Responsibilities

1. Maintain regular and predictable on-site attendance.
2. Demonstrate [Company] core values and “Supply the High” in all interactions.
3. Perform other duties as assigned.