Flight Operations Lead: Schedule & Customer Experience

APS is seeking a Flight Operations Service Leader (FOSL) to start immediately. Hours depend on season. Summer hours: 5:15 am - 1:30 pm Winter hours: 7:15 am - 3:30 pm Primary Responsibilities: Develop and execute the daily plan for safe and efficient flight operations Creatively assign personnel, aircraft, and administrative resources to meet customer needs in a dynamic and fast paced environment Massage the daily flight schedule to accommodate late or unforeseen changes Quickly and professionally communicate changes to instructors, team members, and customers Manage and monitor aircraft launches and returns Adhere to FDA regulations and facilitate required paperwork Lead a team of 3 to 5 Flight Operations Support Specialists (FOSS) Help with recruiting, interviewing, and hiring team members Deliver initial and ongoing job training, assess performance, and provide support Coach and Inspire team members to meet both APS goals and personal career goals Hold a weekly meeting with each team member and conduct reviews Ensure a seamless and positive customer experience from customer arrival on-site through departure Receive, direct and host customers Monitor customer check-in Provide facilities orientations Explain schedule/flight maneuvers Visit with customers and families Prepare and host customers/guests prior to, during, and after flights Assign and maintain flight suits, helmets, gloves, call signs, and other clothing and equipment Take and process customer photos/videos Monitor customer/guest well-being and offer helpful solutions Follow safety management system protocols to ensure customer and team safety on airport ramp and in and around aircraft As needed, assist FOSS team members to prepare aircraft and help strap in customers Prepare facility for customers/guests Monitor general cleanliness, trash removal, supplies, etc Manage stock of training materials, certificates, supplies, etc Maintain facility and aircraft cleanliness and supplies Act as the final check for each customer's experience! Work to achieve customer satisfaction feedback after departure to measure success. Help obtain google reviews, testimonials, and maintain social media presence Overcome unforeseen weather, maintenance or other issues and suggest creative solutions to safely update the flight schedule Be the quarterback of the operations team Must maintain a big picture focus When necessary, make quick/accurate decisions, sometimes on an hourly basis Work well with APS instructor pilots, aircraft maintenance and administrative personnel and other team members to ensure a safe and positive customer training experience Be prepared to bring high level issues to leadership Run or coordinate execution of occasional company errands Perform additional duties as assigned by management Help other departments or team members as needed Minimum Qualifications: High school diploma or equivalent Min 3+ years work experience Proficient with G-Suite, MS Office Suite, can easily integrate new technologies Experience leading and inspiring a team of 2 to 5 direct reports Experience working cross-functionally, maintaining communications and relationships between several departments Flexible and innovative - can overcome unforeseen challenges and come up with creative solutions with a positive spin Safety conscious with strong commitment to integrity Outgoing personality with emphasis on positive attitude, teamwork, customer satisfaction and company growth Ability to work with people of different personalities and cultures Proficiency with administrative and phone skills required Must have sound judgment and high situational awareness Must be able to pass DOT/GAA drug and alcohol testing Must be prepared to work 5 days a week Monday - Friday. Hours range from 5:15 am - 3:45 pm (depending on season). Experience Advantages in the Selection Process: Aviation Industry knowledge or experience Experience using Hubspot Experience working in or managing flight operations (scheduling/launching/dispatching) Customer Service Experience Physical Requirements: 190 lbs. max weight (must climb on parked aircraft wings to assist customers) Ability to assist in pushing small aircraft Ability to push 55‑gallon oil drum on wheels Ability to uphold professional company grooming standards Ability to lift up to 50 lbs when needed Must be physically fit and willing to do hands‑on work both inside and outside during all seasons Work Environment & Benefits: Fun, challenging, exciting, family-oriented work environment 9-10 Paid Holidays Paid Time Off starting at 15 days per year Bereavement Pay Potential quarterly bonuses based on company performance Free yearly aerobatic flight for yourself or to be gifted Large-network Health, Dental, Vision, and Life Insurance with high company contribution Wellness program with potential discounts and gifts 401K with company match Continuing education and professional development Tuition Reimbursement Program Discounts on flights and APS merchandise Uniform shirts and hats provided Aviation Performance Solutions provides equal employment opportunities to all applicants and employees and prohibits discrimination and harassment of any type without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, or any other protected characteristic as outlined by federal, state, or local laws. #J-18808-Ljbffr Aviation Performance Solutions LLC.