Executive Service Manager Jobs Near Me

Company: NetJets Aviation, Inc. Area of Interest: Customer Experience Location: Columbus, OH, US

Purpose of Position: At NetJets, we are dedicated to enhancing the lives of each Owner - our clients - one exceptional travel experience at a time. The Service Executive is a self-driven team member who adds value to the client experience by developing and maintaining relationships with existing high net worth clients, proactively monitoring the overall service health of a specific set of accounts and driving proactive service solutions. This role is responsible for delivering on incremental improvement for the overall travel experience by conducting service-related business reviews, fielding escalated situations successfully and managing high impact service follow-up. Through the use of industry-leading resources and working cross functionally with our world-class Operations and Sales teams, Service Executives are instrumental in delivering the exceptional service experience for our clients.

Tasks and Responsibilities:

• Develop client relationships and partner with Owner Services team to deliver improved travel experiences for clients.
• While Account Managers handle day-to-day travel needs, the Service Executive will manage high priority flights with Operations partners to proactively mitigate potential issues.
• Utilize industry-leading tools and operational influence to track and improve overall travel experience to ensure experience KPI's are met.
• Areas of focus include likelihood to recommend, on-time performance, client satisfaction and account profile accuracy.
• If below thresholds for KPI's, Service Executives collaborate with Operations partners to correct the issues.
• Facilitate Owner Services team's ability to know our clients by maintaining accurate client information and establishing information sharing cadence with Account Managers.
• Enable each department to effectively communicate and service flights in line with client preferences and expectations.
• Connect flight patterns and known details to Marketing events and partnerships to proactively provide opportunities for clients.
• Oversee special event coordination for clients via experience management and on-site support.
• Collaborate with cross-functional teams and act as the service champion in internal and external conversations to drive positive outcomes for both NetJets and the client.
• Establish an internal network to support company results while remaining current in ongoing training and development, business updates, industry news, and technology enhancements.

Education: Bachelor's in Aviation or Hospitality

Certifications and Licenses: Years of Experience 4-6 years of experience

Core Competencies:

• Service-Oriented Curiosity
• Collaboration
• Adaptability
• Strives For Positive Results

Knowledge, Skills, Abilities and Other (KSAOs):

• Builds Rapport
• In-Depth Questioning
• Questions Strategically
• Verbal Communication
• Account/Client Management
• Maintains the Relationship
• Diagnoses Needs with Questions
• Navigates Client Challenges
• Strengthens Client Connections

How NetJets Supports You: NetJets is proud to provide a variety of attractive benefits to our employees, including many at no cost. Employees have access to no cost options including Medical, Dental, and Vision benefits, with access to robust networks of nationwide providers. NetJets offers benefits so you can LIVE WELL —a comprehensive package to support your Mind, Body, and Life. Our comprehensive suite of benefits include: Medical, Dental, and Vision Healthcare Advocacy Employee Assistance Program Flexible Spending Accounts Health Savings Account with annual employer contribution Wellness Programs & Discounts Paid Time Off Parental Leave of Absence Life and Accident Insurance Voluntary benefits (financial protection plans) 401(k) plan, with 67% of every dollar you contribute matched by NetJets Short and Long-Term Disability Legal Plan Identity Theft Protection Plans Pet Insurance Family & Caregiving Support