POSITION SUMMARY

The Flight Support Manager will manage a team of high performing people responsible for trip support coordination and flight dispatch activities for our managed aircraft, their flight crew, owners and staff. This is a working manager position which also maintains its own accounts. As a Flight Support team Manager, this post is accountable to the success of the team’s efforts to support the safe and efficient planning, coordination and management of our customers aircraft movements and other various operational logistics. The Flight Support Manager is full-time, exempt and is required to be based in the Van Nuys, CA. area.

Flight Support Team Management Responsibilities

• Lead and manage a team of 3-6 Flight Support Executive and Flight Support Specialists
• Support team effort through courteous and professional interaction, excellent communication, and a genuine desire to service our clients
• Promote providing the highest levels of safety, service and value
• Manage to a “do the right thing” culture and engage your employees and teammates positively
• Promote and maintain a positive image of Clay Lacy Aviation and adhere to the highest level of ethics whether you are communicating verbally, in writing or in person
• Help develop, implement, train and manage to department and company policy, processes and procedures
• Accountable to 135 flight releases and 91 trip reviews on a rotating basis along with other Flight Support Managers
• Day-to-day tasks and operations oversight within team
• Review, assign and manage team on-call and Holiday coverage
• Review and approve days off, vacation and expenses for team
• Oversee and ensure compliance with all pre and post flight activities within the team
• Act as lead OCC representative for team as required around and during AOG or other trip interruption events
• Address, resolve or escalate all internal and external customer issues within team
• Support managed account aircraft utilization goals within team
• Support and facilitate any internal or external customer satisfaction efforts
• Manage team performance relative to day-to-day Account Management Responsibilities
• Conduct monthly employee check-ins with members of team
• Conduct annual performance reviews with members of team
• Responsible for disciplinary action relative to team

Flight Support Account Management Responsibilities

• Accountable as the primary contact relative to the scheduling and dispatching of aircraft and crew
• Support team effort through courteous and professional interaction, excellent communication, and a genuine desire to service our clients
• Promote and maintain a positive image of Clay Lacy Aviation and adheres to the highest level of ethics whether you are communicating verbally, in writing or in person
• Be sensitive to the aircraft owners needs by using varying degrees of discretion
• Be a good team member to all customer facing teams (Flight Crew, Aircraft Manager, Maintenance Manager, FP&A Reps) in support of the responsible, safe and transparent management of aircraft
• Coordinate aircraft schedules according to owners requirements, crew availability, mechanical requirements, weather, and government regulation
• Responsible for the preparation, coordination, and communication of all applicable flight logistic including such items as trip itineraries, hotel reservations, ground transportation, catering, handling, over-flight permits, runway analysis, FBO and ramp reservations etc.
• Maintain relentless follow-up on all trip details and arrangements
• Maintain communications with the crew, aircraft owners and passengers as necessary regarding the status of trip details
• Support managed account aircraft utilization goals within team
• Submit owner approval requests to appropriate client representative, adhering to guidelines and requirements
• Greet and assist with departures and arrivals of owner flights and their guests as necessary
• Ensure compliance with all applicable rules and regulations within flight supports purview
• Ensure security checks and risk assessments are completed during the flight planning check
• Serve as liaison between the customer and various internal departments and external vendors, including preparing and maintaining communication between these groups
• Resolves customer requests, questions and concerns, which frequently require analysis of situations to determine best use of resources
• Participate in OCC AOG or trip interruption resolutions
• Review the operational status of the fleet and irregular operation {IROP} recovery as well as threat analysis
• Required to be on a rotating on call schedule
• Other duties and tasks as assigned

Key Performance Indicators

• Team and individual performance to internal and external customer satisfaction
• Team and individual performance to established company process and policy
• Team employee satisfaction

REQUIREMENTS

EDUCATION

Bachelor Degree in Business, Aviation or Business Management preferred. FAA Dispatchers license preferred.

EXPERIENCE

A high degree of experience in flight coordination, dispatch, charter and customer service organizations with increasing levels of responsibility.

SKILLS AND ABILITIES

• Excellent verbal / written communication skills
• Ability to provide high levels of customer service in a high stress and constrained environment
• Must be able to effectively communicate with all levels of CLA Management and its employees along with our customers & vendors
• Experience in resolving AOG and other trip interruption events
• Knowledge of a charter business and its components and requirements
• Entrepreneurial spirit to thrive in a fast paced and achievement- oriented environment
• Received training in strategic planning and experience deploying a strategic planning process
• Knowledge of FAR Part 135 and FAR Part 91 operations, restrictions, and requirements

BENEFITS

Clay Lacy Aviation offers an excellent benefit package including medical, dental, vision, matching 401(K).

Equal Opportunity Employer

In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.