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Wheels Up

Flight Services Manager

UNAVAILABLE, United States

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Job details

Apply by: Nov 4, 2027
Experience: Minimum of 3-5 years sales support or customer service-related experience required
Posting language: English
Posted: Nov 4, 2024

Original job description

Overview

Join Our Team at Wheels Up

At Wheels Up, we're proud to be a global leader in on-demand private aviation. As one of the largest companies in the industry and a strategic partner of Delta Air Lines – we are committed to making private air travel safe, reliable, and enjoyable. With a diverse fleet of owned aircraft plus a global network of trusted charter operators, we offer our customers access to the right aircraft for their needs and the ability to fly on their terms.

And it doesn’t stop at private flights. Wheels Up also provides freight services, safety and security solutions, and managed services to individuals, businesses, government agencies, and more. Regardless of how, when or where you want to fly, our mission is simple; deliver a premium, personalized aviation experience for every customer.

Role Overview: What You’ll Be Doing

As a Flight Services Manager (FSM), you are responsible for the end-to-end coordination and execution of member trips, serving as the primary point of contact throughout the full trip lifecycle - from initial quoting and booking through post-flight follow-up. You act as a trusted advisor to members, delivering a consultative experience while ensuring seamless operational execution.

FSMs own the customer experience across both first-party and third-party (charter) flying. In support of off-fleet flying, FSMs partner closely with the Charter Desk, which is responsible for aircraft sourcing, operator selection, and charter execution. This partnership enables FSMs to remain focused on member engagement and experience, while ensuring each trip is optimized for operational feasibility, safety, and commercial outcomes.

In addition to operational ownership, FSMs are expected to drive flight activity and member engagement through strong, trust-based relationships. Many FSMs manage a portfolio of dedicated accounts, building deep familiarity with member preferences, travel patterns, and expectations. This role carries a high level of accountability due to the consistency and frequency of these interactions - FSMs often work with the same members regularly and are directly responsible for maintaining and growing those relationships over time.

This role is critical to operational excellence, service consistency, revenue generation, and member satisfaction.

Responsibilities

Customer Communication & Trip Ownership

Serve as the primary point of contact for members across all stages of the trip lifecycle
Intake travel needs, provide guidance on best options, and confirm bookings with clarity and accuracy
Maintain proactive, consistent communication, including updates related to changes, delays, and day-of-flight coordination
Conduct post-flight follow-up and support continuous improvement of the member experience

Quoting, Booking & Trip Setup

Manage incoming quotes via FSM-direct, Director, or digital channels; validate and define sourcing strategy
Provide consultative recommendations on aircraft, routing, and trip design
Execute bookings, ensuring completeness of passenger details, manifests, and service requirements
Coordinate with the Charter Desk, sourcing for off-fleet/charter trips as needed, including operator engagement and pricing alignment

Pre-Flight Coordination & Quality Control

Prepare and distribute trip sheets and detailed itineraries
Coordinate all trip elements including catering, ground transportation, FBO arrangements, and special requests
Conduct pre-flight quality checks (including 72-hour QC) to ensure trip readiness and accuracy
Monitor weather and operational considerations, proactively communicating any impacts

Trip Changes & Execution Management

Manage itinerary changes directly with members, including updates to passengers, luggage, and routing
Coordinate commercial connections, catering updates, and manifest adjustments
Ensure alignment across all service components without reliance on sourcing desk intervention when applicable

Day-of-Flight Operations (IROPs Management)

Monitor active trips and provide real-time support, including aircraft tracking and status updates
Manage irregular operations, including delays, recovery planning, and customer communication
Coordinate with internal and external partners to resolve issues quickly and effectively (e.g., crew, FBOs, hotels)

Post-Flight Support & Continuous Improvement

Ensure completion of post-flight reviews and customer follow-up
Capture and document trip outcomes, issues, and service enhancements
Identify opportunities to improve processes, communication, and overall member experience

Cross-Functional Collaboration

Partner closely with VPs, Directors, and operational teams to align on client needs and service delivery
Maintain accurate system updates and documentation to support operational integrity and reporting

Qualifications

What You Bring to the Table: Education & Certification Requirements

We’re looking for someone who has a unique mix of experience, skills, and passion for what we do:

Experience in operations coordination, logistics, or flight scheduling
Strong organizational and quality assurance skills
Excellent communication and problem-solving ability
Proficiency in managing trip details in CRM or scheduling systems
Minimum of 3-5 years sales support or customer service-related experience required
Bachelor’s degree or relevant experience in a high-touch customer service environment

The Extras We Value (Preferred Requirements)

While not mandatory, here are some additional things that would make you stand out:

Familiarity with aviation operations, off-fleet charter tools such as Avinode, or logistics systems
Experience coordinating complex travel or event itineraries
Ability to anticipate issues and solve problems quickly
Comfort working cross-functionally and managing time-sensitive opeartional updates

Physical Requirements

We want to make sure you’re fully equipped for success. Here’s a look at any physical requirements needed for this role:

Standard office and computer usage required

What We Offer

What We Offer: Salary Range & Benefits

At Wheels Up, we believe in fair compensation based on experience, skills, and qualifications, depending on a variety of factors. The range for the role is between $75,000-85,000 + commission. We don’t typically start individuals at the top of the salary range; your place within the range is based on what you bring to the table. Additionally, you will be eligible for an incentive program, which rewards individual and organizational performance.

We also offer a range of benefits designed to support your well-being and personal life, including:

Tuition Reimbursement
Competitive 401(k)
Comprehensive Medical, Dental, and Vision Insurance
Complimentary access to mental health and wellness counseling through Spring Health
Financial planning assistance through WellCents
A variety of additional programs and services in support of your total well-being

Everyone is welcome here

Each of us is unique, and that’s what makes us amazing. We believe there’s power in bringing people with different backgrounds, points of view and life experiences together. So, bring yourself and your best ideas.

Wheels Up is committed to a policy of equal employment opportunity for applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation and professional development practices and make all other employment decisions without regard to actual or perceived race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age , disability, genetic information, or any other characteristic protected by federal, state or local laws, regulations or ordinances.

Because when we feel safe and comfortable being ourselves, there’s no limit to what we can achieve.

Need Accommodations?

If you have a disability or are a disabled veteran and need assistance with applying, please reach out to us at hr@wheelsup.com. Simply include “Accommodation Request” in the subject line so we can quickly address your needs.

We look forward to learning more about you and how you can contribute to the Wheels Up journey!

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More about this job

Skills

Customer experience
Communication skills
Process improvement
Quality control
Statistical quality control
Improve business processes
Collaboration
Documentation
Reporting
Logistics
Scheduling
Quality assurance
Problem solving
Sales
Customer service
Manage time

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