At World Fuel Services, our employees are the key to our global success. We are industry leaders due to the innumerable talents of our approximately 5000 strong professional team. Our people thrive in an entrepreneurial and culturally-diverse environment, where innovative thinking, collaboration and efficient execution are highly valued. Our high-performance culture is what allows us to drive sustained growth. Stronger together, we promote an environment where individuals can thrive. When you click 'Apply', you will need to click on 'Create Account'. By creating an account, you will be able to view your applications and their statuses. Your password must contain 1 upper case letter, 1 number, and 1 special character. Please note that by submitting an employment application you consent to World Fuel Services processing your information for this role and potentially for future employment opportunities, in accordance with applicable laws. To learn more about how we protect and/or process personal information, please visit the WFS Privacy Center at: https://www.wfscorp.com/en/privacy-center. Position Summary: Supervising and leading all flight ops staff and managing all essential functions of each shift. Under general direction, maximize international trip support service and customer relations with new and existing clients, providing superior customer service and communicating all of WFS Trip Support products and services to existing or new customers. Key Responsibilities: Oversee the day-to-day operations, planning work and managing daily tasks for the department Leads by example and provides supervisory support to all ops staff members Responsible for quality control of all product output amongst ops staff during their assigned shifts Primary point of contact and an Account Executive for assigned customer accounts Responsible for assisting in establishing and providing an unmatched quality of service and communication to all WFS Trip Support customers Deal with customer queries/concerns on a higher level Determine staffing needs for coming days and shifts Acts as management in the absence of upper management staff. Partake in meetings – general team meetings, departmental meetings Supervisor back-up on a rotational basis. Be available at all times via phone/email should the staff require assistance or authority. Maintain Position Description, thus a full knowledge base of all WFS Trip Support products and services Able to provide expert level of support and consultation to WFS Trip Support customers and operations staff. Mentoring and coaching operations staff to ensure a high level of expertise throughout the operations division Oversees the successful implementation and follow through in all specialty programs as defined by management staff Responsible for assuring that all trips are current and updated in a timely manner based on the most recent customer communications Ensure that staff responds to customer requests timeously and that the correct type of response is given. I.e. feedback, confirmation. Make knowledgeable and intuitive decisions with regards to each flight – the detail of the flight, urgency of the flight and correct usage of suppliers. Responsible for day-to-day operations requirements such as but not limited to the following: Arranging ground handling, permits, customs services, hotels, and transportation Loading Trip Cost Estimates into Falcon Assisting with fuel quotes and/or arrangements after normal business hours Writing and conducting employee performance reviews and monthly one-on-one meetings with a goal of ensuring points of emphasis are placed on improvement plans Collecting and submitting hourly operations staff member’s timesheets each week Assists in educating operations staff on all current processes, procedures, world events, regulatory requirements, and operational requirements Personnel management Acts as a liaison between operations and sales Responsible for initial disciplinary measures when deemed appropriate by management Responsible for providing employee reviews used in suggestions and recommendations concerning employee advancement, promotion, status changes, and discipline Must be able to positively influence staff members Will maintain a professional demeanor in stressful situations and negotiations Will market, communicate, and sell all of WFS Trip Support products and services to existing and prospective customers Additional Responsibilities: Perform other duties as directed that are directly related to the management or general business operations Helps other employees to accomplish company goals Performs other duties as may be assigned by department supervisor Working Hours: as determined by the Senior Director Global Operations Education: Bachelor’s degree, highly preferred Education requirement may be waived under the discretion of the Sr Director of Operations. Experience: 5-10 years of experience in business aviation and/or equivalent combination of training and work experience in business aviation industry, personnel management and development, and delivery of quality service and customer support Sound administrative skills, well-developed management skills—principles and people. Experience in working in a global market environment Travel Requirements Moderate – Occasional travel which may be planned or on short notice. A requirement of the job, but not a significant job component. Includes international travel as necessary.