AirSprint Fractional Owners Arrive At Their Destination

Owner Services Manager

Job Posting | September 2, 2020

 
Position: Owner Services Manager
Reporting to: Director, Owner Experience
Location: Calgary, Alberta

AirSprint Inc. currently has an immediate opening for a charismatic and proactively altruistic individual to join our team as Owner Services Manager.

Scope and responsibilities:

This is a critical role in AirSprint’s continued success and growth, and is responsible for supporting AirSprint’s mission, vision and values, and is accountable for the following:

  • Lead the Personal Concierge team in providing exceptional customer service in the booking, coordination, and overall experience of AirSprint’s fractional Owners (clients)
  • Liaise internally with Sales & Marketing, Logistics and Flight Operations, and externally with Owners, their representatives, and 3rd party vendors to optimize processes and ensure customer service consistency across all functions within AirSprint
  • Analyze policies, procedures and processes to improve AirSprint’s service delivery to internal and external stakeholders, and identify efficiencies in coordinating and improving services

Specific responsibilities:

  • Fully embrace AirSprint’s vision, mission and values
  • Adhere to AirSprint’s code of conduct, including compliance of managed employees
  • Maintain a positive company culture and work environment
  • With professionalism and charisma, be an external ambassador of customer service for AirSprint
  • Actively participate in the AirSprint’s Safety Management System (SMS) and AirSprint Service Quality (ASQ) program, including being the report owner and investigator for service quality issues to owners
  • Oversee all Owner Services functions, including effective external & internal communications
  • Position Specification Owner Services Manager
  • Handle all restricted and confidential Owner information with utmost, informational security
  • Administratively manage and operational oversight of the Personal Concierge team
  • Provide visible and active leadership of the Personal Concierge team including performance management and coaching
  • Working with the Operations Control Manager ensure active communications between the two teams
  • Ensure that AirSprint’s fractional Owners are provided exceptional customer service on every interaction
  • Establish and maintain a high-end, best practices concierge service
  • Maintain a secure, robust Owner profile database within salesforce
  • Ensure a coordinated, superb, transitional experience for new Owners, including active participation in demonstration flights and during new Owner’s initial flights after joining
  • Ensure speed, accuracy, and technical quality of Owner Services demand capture (flight bookings), developing and amending processes as necessary
  • Ensure the Owner Services team maintains a 24/7, proactive, situational awareness of an Owner’s needs while on a trip
  • Ensure timely and effective response to Owners during Irregular Operations (IROPs)
  • Continually improve a high-quality Owner Services team, including recruitment, selection, mentoring, training, and other HR duties
  • Maintain a culture of continuous improvement
  • Manage relationships with key internal and external stakeholders, including employees, clients, suppliers, and related industry groups
  • Ensuring efficient and appropriate staffing levels and work schedules
  • Tracking OS vacation/sick/personal days/overtime
  • Other responsibilities and duties as assigned by the Director of Owner Experience

Key selection criteria:

Given that this role will assist in the Company’s future growth and success, it is essential that the employee is diplomatic, charismatic, and is proactively altruistic. In addition, the following education, competencies, experience, and personal characteristics are required.

Experience:

  • Post-secondary education in customer service and / or hospitality. Post-secondary education in marketing, with the right combination of experience, may be considered in lieu
  • Minimum of 5 years’ relevant customer service experience with the ability to manage through change
  • Management experience in a call centre, preferably as a high-end concierge service
  • Exceptionally strong business acumen and customer service experience
  • Experience with systems, processes, and tools used by complex organizations
  • Experience in high-growth environments
  • Excellent interpersonal, verbal and written communication skills are essential
  • Demonstrates initiative in recognizing opportunities for improvement and efficiency, with a willingness to challenge status quo
  • Can think logically and be critically objective with an ability to develop innovative solutions to problems
  • Demonstrates capacity to think strategically with expertise in complex problem solving, decision making and critical thinking skills
  • Must be able to work independently and in a team environment
  • Possesses and promotes an exceptionally high level of ethical standards
  • Previous aviation industry experience will be considered an asset

Personal attributes:

  • Strong problem-solving skills, with a passion and drive to deliver great service
  • Ability to work independently and use analytical and decision-making skills to resolve problems in a variety of contexts while still adhering to the established vision
  • Ability to overcome obstacles and continually drive improvements and efficiencies forward
  • High level of initiative and self-motivation, with strong multi-tasking and organizational skills
  • Ability to adapt to various communications styles of clients, team, and 3rd party vendors
  • Proactive, altruistic, charismatic, diplomatic, communicative, linguistic, and a social leader with emotional intelligence
  • Must be able to work flexible schedules that includes nights, weekends, holidays, and on-call

 -----------------------------------------------

Interested applicants should submit a resume by email only. Thank you for your interest, only those selected for an interview will be contacted.

Apply Now
Get Started