Director of Tactical and Member Services

Job Details: Level: Experienced, Job Location: Raleigh, NC - Raleigh , NC 27609, Position Type: Full Time, Education Level: High School Diploma or GED, Job Shift: Day, About flyExclusive flyExclusive is one of the fastest-growing private aviation companies in the country — and we are just getting started. From our world-class Jet Club to our unmatched private jet charter, clients who fly with us receive a curated private jet experience that anticipates their needs for comfort and style. We operate a modern, curated fleet and deliver a world-class experience to our customers, backed by a team that holds itself to the highest standards of safety, service, and operational excellence. From our roots in Kinston, North Carolina to our expanding Raleigh headquarters, we are building something the industry has not seen before. Why flyExclusive? As we continue to build a leading aviation brand, nothing is more critical to this mission than the talented professionals that make up flyExclusive. We’re more than just a private jet company. We go beyond the industry standard to create a uniquely detailed customer experience that is visible throughout all our departments, from our software design and fleet coordinator teams to our pilots and technicians. If you are looking for people who motivate others around them, and build relationships that create trust and open communication, you will find that here. The people at flyExclusive create a culture of positivity and aren't afraid to make decisions for the good of their team and the company. If that sounds like you, come and work with us at flyExclusive! We offer competitive pay within the aviation industry, generous time off with flexible scheduling, a great benefits package including 401k matching, relocation assistance, and career growth opportunities! Who Would Be a Good Fit for This Role?The ideal candidate is a customer-focused professional with multiple years of customer service experience and a proven ability to lead teams in a fast-paced service environment. Experience in aviation, hospitality, or another industry with high service expectations would be valuable.This role is well suited for someone who communicates clearly, stays organized while managing competing priorities, and takes a proactive approach to resolving customer concerns. A strong candidate will be comfortable coaching team members, coordinating schedules, maintaining accurate records, and using databases, AI, scheduling software, and Microsoft Office to support daily operations.Job Summary The Director of Tactical and Member Services Manager is responsible for overseeing the daily operations of the Tactical and Member Services Departments, ensuring that customer needs are met while supervising all Service Leads and Representatives. The role includes managing service quality, team performance, and customer satisfaction while maintaining compliance with safety and operational standards. The Services Manager will lead efforts to provide an uncompromisingly efficient, consultative, and service-oriented interface for customer reservations and day-of-flight management. Key Responsibilities   Provide the highest level of services for all clients, members, and partners as well as broker charter day-of-flight service.  Oversee and manage the daily operations of the Tactical and Member Services teams, ensuring accuracy in customer interactions and operational processes.  Supervise and provide leadership to all Tactical and Member Services Leads and Representatives, including scheduling, workload management, and performance evaluations.  Ensure that all internal client flights (Jet Club, Fractional, and Owner) are scheduled and managed with operational accuracy and revenue logging.  Maintain supervisory oversight of service tasks to ensure that all necessary services are completed efficiently.  Proactively manage the customer database to enhance customer satisfaction and comply with TSA requirements.  Monitor and address any service disruptions such as delays or changes in flight schedules.  Guide and train the team on the customer's Mobile Application, ensuring representatives are knowledgeable and proficient.  Implement continuous coaching and training for all team members to uphold service standards, record-keeping, and operational efficiency.  Develop, update, and enforce service policies, procedures, and best practices for the team.  Foster excellent communication skills within the team, encouraging consistency across phone and all other communications platforms.  Ensure proper handover between shifts, documenting key events, customer needs, and pending actions.  Collaborate with leadership to address deviations in service, customer feedback, and necessary corrective actions.  Maintain a focus on safety, service, and quality across all flights and customer interactions.  Provide detailed reports to the Vice President of Services on daily operations, customer satisfaction, and team performance.  Ensure compliance with confidentiality standards for all clients and members.  Manage escalated issues or complex service requests from high-profile clients and partners.  Skills and Abilities  Strong leadership and supervisory skills, with the ability to manage a diverse team.  Expertise problem-solving under pressure and managing time-sensitive service operations.  Strong communication skills (verbal and written), with proficiency in Microsoft Office, and other relevant software tools.  Ability to multitask, prioritize, and handle multiple responsibilities in a fast-paced environment.  Solid understanding of scheduling systems, customer databases, and operational logistics.  Adept at coaching, mentoring, and motivating team members to achieve high-performance standards.  Competencies   Microsoft Office Suites  Supervisory Responsibilities  Direct supervision of all Tactical and Member Service Leads, including coaching, performance management, and scheduling.  Provide continuous feedback and support to team members, facilitating a collaborative and high-performing work environment.  Act as the primary point of contact for escalated customer issues, resolving complex inquiries and service disruptions.  Oversee the entire Services Department's workflow, ensuring that all service-related tasks are completed efficiently and accurately.  Work Environment  This is a full-time, on-site position based in the Raleigh office, Monday through Friday.  Primarily works in a professional office environment with moderate noise levels.  May occasionally travel to other company locations, customer sites, or business-related events.   May occasionally require flexibility in working hours based on business needs.  Physical Demands  Ability to occasionally lift and move standard office objects weighing up to 20 pounds.  Ability to remain in a stationary seat or standing posture for extended periods of time.  Ability to move inside the office environment to access shared printers or meeting rooms.  Ability to navigate multi-level facilities via stairs or elevators during daily transit.  Ability to read small-print documents, view multiple computer screens, and inspect detailed reports clearly at close range.  Ability to hear and exchange accurate information during phone calls, video conferences, and in-person team discussions.  Ability to perform continuous keyboarding, mouse navigation, or ten-key data entry tasks.  The essential functions described in this job description represent the fundamental duties of the position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position, consistent with applicable law.  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.    Qualifications: Required Qualifications   High School Diploma or equivalent (bachelor's degree preferred).  3 to 5 years of experience in Customer Service or related field.  Prior experience in leadership or supervisory roles within the service industry, preferably in aviation.  Proficiency in managing databases, scheduling software, and Microsoft Office.  Must be legally authorized to work in the United States. flyExclusive participates in employment eligibility verification as required by law. Visa sponsorship is not available for this position.  Employment is contingent upon successful completion of a background check conducted in accordance with applicable federal, state, and local laws. The background check may include verification of employment and education and, where permitted by law and applicable to the position, a criminal background check.