Trip Support Operations Manager

Job Description

Job Description

Join the Jetvia Team

Jetvia has provided world class executive jet charter services for over 35 years, built on the pillars of safety, dependability, and transparency. We pride ourselves on delivering a refined travel experience that prioritizes the security and time of every guest.

We believe in supporting our team members first so they are empowered to provide exceptional service to our clients. We operate with an ownership mindset where accountability is the standard and egos are left at the door. If you are a professional who values a safety first foundation and thrives in a culture of mutual respect, we invite you to help us lead the next chapter of our history.

The Role

The Trip Support Operations Manager leads all flight execution, scheduling coordination, and operational performance for Jetvia's charter operation. This role owns back-of-house execution, ensuring trips run efficiently, safely, and with minimal disruption while optimizing fleet utilization. The Trip Support Operations Manager leads a team of 3 to 4 Trip Support and Scheduling specialists and serves as the operational connective tissue between Dispatch, Sales, Crew Scheduling, and Concierge.

What You'll Do

Team Leadership and Scheduling

• Collaborate with management to build team schedules that ensure proper 7-day coverage, balanced workload distribution, and high responsiveness across all shifts including evenings and weekends
• Own accountability for weekend coverage gaps, workload optimization, and team wellbeing
• Lead daily operations with clear accountability across Trip Support and Concierge teams
• Support development, training, and scheduling for the Manager on Duty (MOD) program

Operational Optimization

• Optimize the aircraft schedule to reduce repositioning time and costs while maximizing aircraft utilization and revenue
• Collaborate with Dispatch, Sales, and Crew Scheduling to improve overall operational efficiency
• Improve usage of systems and technology including JetInsight, HelpScout, and Teams workflows; identify automation opportunities

SOP, Training, and Process Development

• Develop, improve, and maintain SOPs, training manuals, and operational checklists
• Define and articulate cross-functional roles and differences between Trip Support, B2B customer service, and Member Services
• Conduct quarterly training sessions to standardize workflows and ensure consistency across all customer touchpoints

AOG and Disruption Management

• Develop and oversee the Jetvia AOG Response Process, including War Room coordination for delays, diversions, and emergency situations
• Establish clear department lead accountability across Dispatch, Crew Scheduling, Sales, and Trip Support
• Ensure real-time communication protocols are followed, including customer-first communication and clear recovery plans covering repair, recovery aircraft, delay, and cancellation
• Train team members to handle disruptions with confidence, urgency, and professionalism

Financial and Quality Oversight

• Monitor and improve trip accuracy across itineraries, billing, and execution with a focus on error reduction
• Track and report on operational KPIs including on-time performance, AOG resolution time, and discount tracking

Education, Certifications, and Experience

Required

• 5+ years of experience in private aviation, charter operations, or concierge/luxury service
• Prior leadership or management experience required
• Strong working knowledge of Part 135 operations, flight logistics, and scheduling
• Experience managing IROPS and AOG events
• Excellent communication and organizational skills
• Ability to work varying hours including days, nights, weekends, and rotating holidays

Preferred

• Familiarity with JetInsight, HelpScout, or similar charter management platforms
• Experience building SOPs and training programs from the ground up
• Bachelor's degree

How Jetvia Supports You

Jetvia recognizes our team members as our greatest asset. We offer a foundation of efficiency and professionalism with a comprehensive benefits package designed to support your career and well-being.

• Compensation and 401(k): We pay salaries competitive to the geographies where our employees are based. We offer a 401(k) safe harbor match: dollar for dollar up to 3% of pay, and 50 cents on the dollar for the next 2%. Employees are eligible to enroll on the first of any month and are immediately 100% vested in all matching contributions
• Medical Coverage: Three plan options including a 100% employer paid High Deductible Health Plan (HDHP) as well as 85% employer paid PPO plan and Texas-based HMO plans
• Additional Benefits Offerings: Dental, Vision, and Life insurance are included in our complete insurance package
• Time Off: Time off to support work life balance

ATI Jet, Inc. is an equal opportunity employer and reviews applicants without regard to race, color, religion, sex, age, national origin, handicapped, or veteran's status.

Employment with ATI Jet Inc. is contingent upon pre-employment drug testing, background checks and post-offer, job-related physicals (when applicable). Employment will be conditioned upon a negative result of this test. If the applicant tests positive for illegal drugs, the offer of employment will be withdrawn.