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 client flights each day along with service setup of the next day’s flights. The Tactical Service 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 daily
• Effective time management 
• Attention to detail
• Focus on excellence
• Adaptability
• Professionalism in hard conversations
• Prioritizing, time management and organizational skills
• Great relationship management skills and openness to feedback

Other Cognitive Processing

• Problem finding and solving
• Multi-tasking
• Detail orientation
• Reasoning and connecting ideas
• Adept quick learning 

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

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

Travel Required

• Less than 5%  

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. 

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.