The Director Flight Experience Manager is responsible for overseeing the flight experience for Company, both Shared and Private Charter flights. They will oversee the daily catering and ground transportation operations for Company Global, as well as the overall customer experience pre- and in-flight. This role will be responsible for identifying, establishing, and maintaining unique vendors to deliver premium products and innovative services to support a brand that is transforming travel. The role will manage supplier relationships, as well as work in support of the Client Services and Management teams to action client catering and ground requests. This role will work closely with the Company Marketing Team to ensure the pre and inflight experience delivers on the brand promise of offering the most original, innovative, and inspiring way to fly private

Responsibilities

Oversee catering quality assurance for all flights, focusing on critical flights (e.g., demos or sensitive operations), collaborating with suppliers, Cabin Hostess, and involved departments to address issues.
Conduct weekly service delivery meetings to share feedback and improvement points.
Manage customer experiences at company lounges (LA, NY, FL) with Area Supervisors.
Analyze daily feedback, ensuring supplier issues are addressed with the VP of Account Management/Private Dining.
Provide weekly performance reports on suppliers.
Research new suppliers/vendors with for catering.
Maintain high quality control standards, ensuring catering meets company expectations.
Deliver daily team briefings on upcoming flights and past cases, as needed.
Assist in creating proposals and placing orders.
Build strong relationships with frequently used suppliers, offering feedback and operational improvement suggestions.
Identify and pursue cost-saving opportunities with VP leadership.
Collaborate with marketing to feature innovative vendors and services.
Investigate complaints, resolve escalated issues, and support daily catering operations.

Skills

Strong communication skills in English; multilingual abilities are a plus.
Proven experience in customer service management or supervisory roles.
Excellent negotiation skills to resolve conflicts effectively.
Proficient in project management principles to oversee various initiatives.
Ability to analyze data and metrics to drive decision-making processes.
Leadership qualities that inspire and motivate team members.
Experience in supervising staff, with a focus on developing talent within the team.

If you are passionate about delivering exceptional customer service and have the skills necessary to lead a dynamic team, we invite you to apply for this exciting opportunity.

Job Type: Full-time

Pay: $120,000.00 - $140,000.00 per year

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Day shift
Weekends as needed