Service Operations Specialist

Job Description

Job Description

The Service Operations Specialist serves as the service intelligence and risk management partner to the Red Label team. This role owns service data integrity, deviation tracking, performance monitoring, and trend identification to proactively protect and enhance the Owner experience. Embedded within the team, this position partners closely with Red Label Team Managers, Sales Directors, and Operations Business to ensure insights are accurate, actionable, and strategically leveraged.

DUTIES & RESPONSIBILITIES

• Own and document all service deviations impacting the Owner experience, ensuring complete and accurate narratives
• Review daily and weekend activity to confirm all relevant service impacts are captured and reflected in reporting tools
• Maintain and update Owner profiles with service feedback and relevant history
• Own and monitor team KPIs and individual performance metrics, identifying trends, risks, and gaps
• Analyze Owner flying patterns, utilization trends, and service behaviors to identify shifts or retention risk
• Track vendor exposure, catering trends, and repeat service impacts to support continuous improvement
• Prepare executive-ready summaries and briefing materials for leadership conversations
• Partner with Operations Business to ensure dashboard accuracy and recommend adjustments based on findings
• Support additional tracking, trend analysis, and reporting initiatives as business needs evolve

EDUCATION & EXPERIENCE

• Bachelor’s degree in business, analytics, aviation, hospitality, or related field
• 1–2 years of experience in an analytical, operations, customer experience, or support role
• Experience working with KPI dashboards and reporting tools such as PowerBi

REQUIRED SKILLS

• Strong analytical and problem-solving skills
• Exceptional attention to detail and commitment to data accuracy
• Proficiency in Microsoft Office, including Excel and PowerPoint
• Ability to translate data into clear, actionable insights
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently and collaborate cross-functionally
• Ability to work in a fast-paced, deadline-driven environment with shifting priorities