Manager, Client Experience & Operations

Our client, a leading independent private aviation advisory firm, is looking for someone who makes clients feel known, understood, and genuinely cared for.

This is a hands-on role that blends luxury hospitality with operations. You will own the thoughtful details: client preferences, milestones, gifting, and catering. You will also keep the company running smoothly behind the scenes. One day you are planning a meaningful gesture for a long-standing client. The next, you are streamlining an office process so the team can focus on what matters.

At its core, the role exists to make clients feel cared for, make the company run better, and make the people around you more effective.

Client relationships and hospitality

• Keep a forward-looking calendar of client birthdays, anniversaries, and milestones, and plan thoughtful outreach before the moment passes
• Coordinate gifting from selection to delivery, including welcome, holiday, referral appreciation, and service-recovery gestures
• Build and maintain preferred vendors, gifting resources, and budget guidance
• Support new client onboarding and follow up after key trips, introductions, and service issues

Client intelligence

• Maintain accurate client and passenger profiles, from catering and beverage preferences to ground transportation, pets, family members, and assistants
• Spot incomplete or outdated information and fix it before the next trip
• Turn knowledge that lives in emails and memories into shared company knowledge

Catering and trip support

• Coordinate catering, amenities, and special requests with the Trip Support and brokerage teams
• Help maintain the firm's standards for onboard hospitality and welcome touches
• Lend support during busy periods and capture lessons learned after each trip

Company operations

• Own recurring administrative processes, office needs, vendors, mail, and supplies
• Coordinate internal meetings, team events, onboarding logistics, and branded materials
• Find processes that are inefficient or unowned, and improve them

Selective executive support

• Assist the CEO with scheduling, travel, meeting preparation, and follow-up
• Support special projects where organization and follow-through matter most

This is not a traditional executive assistant role. Executive support is one part of a broader position.

• Clients consistently feel known and thoughtfully cared for
• Client preferences are accurate, current, and easy for the team to find
• Gifting and hospitality are proactive, never last-minute
• Brokers, Trip Support, and leadership spend less time on administrative details
• Loops close without anyone having to follow up twice
  

You might come from luxury hospitality, private aviation, executive or VIP support, a family office, luxury travel, event management, or high-touch professional services. Private aviation experience is helpful but not required. Hospitality instincts, judgment, and follow-through matter more.

You are:

• Exceptionally organized and detail-oriented, able to juggle priorities without dropping anything
• Naturally anticipatory, noticing what someone needs before they ask
• Discreet and trusted with sensitive client and company information
• Polished and at ease with executives, UHNW individuals, family offices, and public figures
• An excellent writer and communicator
• Equally comfortable in visible client moments and routine administrative work
• Tech-fluent and quick to learn new systems
• Independent, yet a strong collaborator on a small, high-performing team
• Flexible to help outside regular hours when client or travel needs call for it
  

Our client is an independent private aviation advisory firm serving executives, families, family offices, corporations, and public figures with complex, high-touch aviation needs. Aircraft sourcing and charter remain the foundation of the business, but clients increasingly rely on the firm as a long-term advisor and advocate. Its approach is relationship-driven, built on trust, sound judgment, and getting the details right.

• Competitive salary, with eligibility for annual performance-based incentive compensation
• Comprehensive medical and dental coverage
• 401(k) with employer contributions
• Company profit sharing
• Open time off and a flexible, hybrid work environment