Tactical Services Lead

Summary and Objective

The Tactical Services Lead is responsible for the Tactical Service team’s execution of each of our members and charter clients’ flights each day along with service setup of the next day’s flights. The Lead is responsible for the Tactical Service Representative on staff that day as well to ensure that all flights are receiving exceptional service.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Provide the highest level of services for all fractional, jet card, owner, consumer, managed aircraft owners and charter clients in the daily flight schedule.
• Utilize expert knowledge of potential operational impacts as well as company products, programs, fleets and internal processes to provide clients with optimal trip solutions.
• Collaborate with Operations Command Center team members (Duty Manager, Scheduling, Crew Scheduling, Dispatch) and Experience Concierge and Member Services team to ensure day-of flights are executed successfully along with the setup of the next morning’s flights.
• Manage own portfolio of flights each day as well as be the first point of escalation for Tactical Services Specialists.
• Supervise Specialists team to continue to fine tune best practices for our membership.
• Proactively follow each assigned flight to discover potential issues that may affect our customers such as weather, traffic and ATC delays.
• Provide timely updates to any flight when could be or is suffering from an operational issue.
• Exemplary communication, including impeccable phone conversation skills as well as written communications supporting all our customer types.
• Ability to provide consistent professional communication in deescalating high intensity situations.
• Efficient time management and organizational skills and the ability to productively manage the needs of the business and correspondence with clients.
• Keep abreast of best practices and promotional trends.
• Continuously improve through feedback.

Skills and Abilities:

• Interpersonal skills with an emphasis on strong communication skills in both oral and written forms
• Ability to manage and provide critical feedback to team members on a daily basis
• Effective time management
• Attention to detail
• Focus on excellence
• Adaptability
• Professionalism in hard conversations
• Other cognitive processing
  • Problem finding and solving
  • Multi-tasking
  • Detail orientation
  • Reasoning and connecting ideas
  • Adept quick learning
• Prioritizing, time management and organizational skills
• Great relationship management skills and openness to feedback

Competencies

• Microsoft Office Suites
• Airtable or similar web-based productivity tools & CRMs
• FlightAware or similar flight following programs
• Call center & phone functionality

Supervisory responsibilities

• Managing daily Tactical Services Specialists team

Work environment

• Indoor office environment
• Exposure to loud noises including but not limited to airplane machinery and jet engines.

Physical demands

• Ability to read, comprehend, and speak English clearly 
• Adequate hearing ability for engaging in verbal communication

• Ability to sit, stand, and walk for extended periods  

Dress Code and Uniform

• Well-groomed appearance
• Adherence to department dress code
• While on work-related business trips, wear branded attire or adhere to a dress code that aligns with the brand's identity.
• Represent the brand with pride, ensuring that your appearance reflects the values and professionalism of the organization.

Travel required

• < 5%

Affirmative Action/EEO statement

flyExclusive does not discriminate based on race, color, religion, sex (including pregnancy, sex stereotyping, gender identity, gender expression or transgender status), national origin, sexual orientation, physical or mental disability, age, protected genetic information, status as a parent, marital status, political affiliation, or retaliation based on prior protected EEO activity. In addition, flyExclusive will not permit harassment – sexual or nonsexual – of any employee or applicant for employment. flyExclusive must make employment decisions in accordance with merit system principles contained in 5 U.S.C. §2301.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required education and experience

• High school diploma or equivalent
• Proven customer service abilities
• Proven consistency in a fast-paced environment
• Strong interpersonal communication skills
• Must be authorized to work lawfully in the United States, must provide two forms of Federal Identification.
• Candidates must successfully complete a comprehensive background check prior to employment. This includes verification of previous employment, education, criminal history, and any other relevant information necessary to determine the suitability for the position.

Preferred education and experience

• Bachelor’s or Associate's degree in related field
• 4 to 6 years Customer Service Experience, preferred in the aviation industry