Client Experience Manager

Built Different Jet Access is a family-owned, professionally operated private aviation company. Everything private aviation lives here: aircraft management, charter, maintenance, sales, flight training, FBO services, and charter brokerage. We were the first to bring every sector of private aviation under one brand, and the best of what we are building is still ahead of us. Brief Description CLIENT EXPERIENCE MANAGER Location: Zionsville, IN - Airport KTYQ Reports to: FBO Manager But here is what you really need to know: the energy at Jet Access is different, and you will feel it from day one. We move with purpose and intensity, thinking strategically, acting decisively, and tackling challenges head-on. This is not a place for coasting. We expect excellence, ownership, and the drive to do things right even when it is harder. We push hard because we genuinely want to elevate the lives of our clients, our aircraft owners, and the people right next to us. Growth is not just happening around us. We are driving it together. Bring your energy, your expertise, and your commitment to excellence and expect us to meet you with the same. You will have a voice, a real seat at the table, and the opportunity to grow in a company that is genuinely invested in your future. Expect it all. Our Core Values Safety First. Above all else, we operate with the safety of our Team Members, clients, and guests as our top priority. No exceptions, no shortcuts. Do the Right Thing for the Long Term. We act ethically, think strategically, and make decisions built for the future. Our Team Members are empowered to choose the harder right over the easier wrong. Take Care of Each Other. When we take care of our people, our people take care of our clients and each other. We show up, listen first, and lift each other up. Relationships Matter. Our relationships with Team Members, clients, vendors, and the communities we serve are the foundation of our success. We keep our word and build trust one interaction at a time. Maintain Positivity. We celebrate wins, lift each other up, and bring optimism and solutions to every challenge. The energy we create together is a choice, and we choose well. Your Competitive Edge Base salary range of $55,000 – $68,000 (annualized), paid bi-weekly. This position is classified as FLSA Exempt. Our commitment to “Take Care of Each Other” shows up in everything we offer: generous benefits, competitive wages, paid vacation and holidays, excellent training programs, and discounted flight training. You will join a tight-knit family where leadership is compassionate, transparent, and empowers you to achieve success, both for the business and your personal growth. Where You Make Your Mark The Client Experience Manager leads the frontline service team at their FBO location, setting the standard for white-glove hospitality and operational excellence in every client interaction. This role bridges team leadership and hands-on service delivery, ensuring that the Jet Access experience is consistent, premium, and deeply relational. Through coaching, accountability, and a solutions-first mindset, the Client Experience Manager drives team performance and elevates the Jet Access brand. Leadership, Management and Accountability Lead, coach, and develop Client Experience Representatives to deliver consistent, premium service across all client touchpoints. Conduct regular one-on-ones, performance conversations, and in-the-moment feedback to build team capability and accountability. Manage scheduling, shift coverage, and daily staffing to ensure operational readiness and service continuity. Facilitate team meetings and L10 sessions, driving alignment on priorities, service standards, and location goals. Handle hiring, onboarding, documentation, and disciplinary processes for location personnel in partnership with HR. Achieve Targets Own location performance against service, revenue, and client satisfaction targets, reporting progress to the FBO Manager consistently. Monitor Point of Sale activity, invoice accuracy, and daily reconciliation to ensure financial integrity and operational compliance. Drive execution of mystery shop standards, fuel pricing compliance, and inventory accuracy across the location. Identify opportunities to grow revenue through service upsells, loyalty program promotion, and proactive client engagement. Maintain accurate daily, weekly, and monthly reporting, including bank deposits and aging report reconciliation. Interdepartmental Communication Serve as the primary operational liaison between the client experience team, Line Service Technicians, and FBO leadership. Communicate proactively with the FBO Manager on location issues, staffing challenges, service gaps, and client escalations. Coordinate with concierge vendors, ground transportation providers, catering partners, and hotels to deliver seamless client services. Relay client feedback and operational insights across departments to support continuous improvement and service alignment. Represent the Client Experience team in cross-functional planning, contributing a frontline perspective to location and company-wide initiatives. Client Experience Implementation, Analytics, And Innovation Implement and uphold Jet Access service standards across every client touchpoint, ensuring a premium, consistent experience at all times. Track client satisfaction trends, service metrics, and feedback data, translating insights into actionable improvement plans. Develop and refine service protocols, team guides, and best practices that elevate hospitality and operational precision. Identify and champion innovations in client experience delivery, bringing fresh ideas that enhance the Jet Access brand. Ensure team members are trained and proficient on all systems, services, and service standards required to execute the Jet Access experience. Billing Administration Oversight and Frontline Problem Resolution Oversee Point of Sale operations, client invoicing accuracy, and reconciliation workflows to maintain financial integrity at the location level. Resolve client concerns, service failures, and billing discrepancies with composure, ownership, and a solutions-first approach. Ensure product ordering, inventory accuracy, and supply levels align with operational demand and company standards. Act as the first line of escalation for frontline service issues, using sound judgment to protect the client relationship and uphold Jet Access standards. Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access’s continued growth and success. Who Thrives In This Seat High school diploma or GED equivalent required; associate or bachelor’s degree in hospitality, business, or a related field preferred. Minimum 3–5 years of experience in customer-facing service, hospitality, or operations leadership, with at least 1–2 years in a supervisory or lead role. Proven ability to lead and develop a frontline team in a fast-paced, high-expectation environment. Proficient computer skills with strong working knowledge of Point of Sale systems, Microsoft Office Suite, and the ability to learn new platforms quickly. Exceptional interpersonal, verbal, and written communication skills with a natural ability to build trust and rapport with clients and team members alike. Valid state driver’s license required. Must pass a background check and pre-employment screening. Deep alignment with Jet Access core values and a genuine commitment to hospitality, service excellence, and team development. What This Role Asks Of You This is a fully on-site role based at various Jet Access FBO locations; remote work is not available. Physical demands include extended periods of standing, walking, bending, kneeling, and light lifting up to 50 lbs as part of daily operations. A valid state driver’s license is required for this role. Availability for on-call response, evening hours, and weekend coverage is required to support operational needs and unexpected events. Some travel between locations may be required based on operational or staffing needs. How You Engage You lead with warmth and professionalism, modeling the service standard you expect from your team in every client interaction. You communicate directly and clearly with team members and leadership, providing feedback that is honest, constructive, and grounded in care. You bring composure to high-pressure situations, de-escalating challenges with confidence and a solutions-first mindset. You build genuine trust with clients by remembering preferences, following through on commitments, and making every interaction feel personal. You consistently bring the energy and optimism that defines the Jet Access culture, lifting those around you and making the team better. What The Days Look Like Core schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with flexibility required to meet operational and staffing demands. On-call availability, evening shifts, and weekend hours are expected to ensure coverage and service continuity at the location. Days are fast-paced and varied, moving between client-facing service, team coaching, administrative responsibilities, and operational oversight. Strong time management and consistent follow-through are essential as priorities shift with client activity, staffing needs, and location demands. Active participation in team meetings, L10 sessions, and location planning discussions is expected. What Sets You Apart FBO or general aviation industry experience with working knowledge of ramp operations, aircraft services, and aviation client expectations. Previous experience in luxury hospitality, premium retail, or private aviation service environments where white-glove standards are non-negotiable. Hands-on experience with X1 FBO or similar Point of Sale platforms, including invoicing, reconciliation, and financial reporting workflows. Demonstrated track record of building and retaining high-performing frontline teams through coaching, recognition, and accountability. Multilingual capabilities to serve a diverse general aviation clientele. Equal Opportunity Statement Jet Access Group and affiliated companies are an Equal Opportunity Employer committed to diversity and inclusion in our workplace. Employment decisions are based solely on the qualifications and merit of the individual candidate and needs of the business, without discrimination on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non‑disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. #J-18808-Ljbffr