Position Summary
The Owner Experience Manager ensures remarkable post‑sale client engagement by leading onboarding, nurturing long-term relationships, and driving contract renewals. Acting as the owner’s dedicated advocate, this role collaborates cross-functionally with Concierge, Marketing, Sales, Flight Ops, Safety, and Accounting.
As the Owner Experience Manager, you are the dedicated advocate for Jet OUT’s aircraft owners, ensuring they receive a seamless and exceptional ownership experience from the moment they join through every renewal and beyond. This role blends high touch relationship management with operational precision, combining proactive engagement with thoughtful personalization to create lasting trust and loyalty.
Lead the Onboarding Journey
You will be the first point of contact for new owners after their purchase, guiding them through every step of the onboarding process with confidence and care. This includes:
● Setting up owner, and those on the owners account profiles in FL3XX and HubSpot
● Establishing billing preferences, and payment schedules
● Introducing owners to their dedicated Concierge team
● Hosting orientation sessions and coordinating their first-flight experience
Your goal is to make owners feel supported, informed, and excited — ensuring that from day one, Jet OUT delivers a modern, premium, and frictionless start to ownership.
Build Deep, Personalized Relationships
More than a point of contact, you are a trusted advisor who understands each owner’s unique travel needs, preferences, and lifestyle. By building a comprehensive picture of each client — including flying habits, preferred destinations, catering requests, family dynamics, and even birthdays and anniversaries — you ensure every interaction feels curated and personal. You’ll proactively reach out to anticipate needs, resolve potential issues, and deliver thoughtful touches that elevate the Jet OUT experience.
Drive Retention and Renewal Success
With a target of 90%+ retention, you will create and execute renewal strategies that keep owners engaged and committed. Working closely with Sales and the VP of Revenue, you’ll prepare personalized renewal plans, identify opportunities for upselling into Co-Lease 2.0 and position Jet OUT’s value proposition in a way that resonates with each owner’s goals.
Be the Advocate and Problem-Solver
You’ll act as the owner’s voice within Jet OUT, ensuring that their feedback and needs are represented across departments. Whether coordinating with Concierge on personalized itineraries, working with Flight Ops on operational insights, collaborating with Safety to communicate updates, or liaising with Finance to resolve billing questions, you’ll remove friction wherever possible. Your ability to navigate across teams ensures that owners feel truly supported at every step.
Billing Transparency
You will also serve as the primary resource for billing clarity — proactively reviewing invoices with owners, addressing billing questions, and ensuring accuracy across statements and usage reports. By closely partnering with the Finance team, you’ll track unpaid balances, resolve discrepancies quickly, and deliver a smooth, transparent experience.
Collaborate Across the Business to Enhance the Owner Experience
This role thrives at the intersection of relationship management, operations, and brand experience. You will partner with Marketing to capture testimonials and share owner stories, work with Sales to identify referral and expansion opportunities, and contribute insights to internal teams that improve our programs, processes, and product offerings. You are not just managing accounts — you’re shaping the future of Jet OUT’s owner experience.
This is a full-time, in-office position based at Jet OUT’s OPF Base, Monday through Friday with occasional weekend support as required.
● The role requires approximately occasional travel, which may include owner onboarding sessions, client visits, and attendance at company events.
● While this role operates primarily during normal business hours, flexibility is essential. To meet the needs of our clients and support the demands of the business, there will occasionally be a need to work evenings, weekends, or outside of standard hours.
Qualifications
● 2 years customer service experience
● Strong communication skills - phone and written
● Detail oriented
● Problem solver
● Luxury service environment and/or Aviation Industry experience
Benefits
● 401(k) with company matching
● Health, Dental and Vision Insurance
● HSA
● 3 weeks PTO
● Life Insurance
● Up to 11% profit sharing contribution to employees 401(k)
How to Apply
Submit your cover letter and resume to Anne Pavlik via email at [email protected], the Jet OUT website, or Indeed.com.
Work Location: In person
