[Hiring] Client Experience Manager @Jets.com

Role Description

You'll be one of the first humans inside this function. It will look like the following:

• Own trips end to end. From booking to wheels-down to client-home, each trip is yours. You'll work with clients to lock in passenger lists, catering, ground transportation, and special requests.
• Run the day-of. When you're on Tracking, you'll verify the aircraft has repositioned to the FBO, confirm catering and ground are exactly where they should be, and monitor flight progress, weather, ATC, NOTAMs, TFRs, and the FAA misery map for the day's choke points.
• Handle the non-normals well. AOGs. Mechanicals. Late requests. Diversions. Crew issues. TFRs. You're the first responder.
• Cover the crew — and onboard the next wave. Pass the baton between day-roles cleanly — every handoff (48+, 24, Tracking, QA & New Bookings) leaves the next person better than you found it.

You're the person we're looking for if you already live the six values above. The work in Phase 1 is heavy on writing, organization, and judgment under time pressure, and we can teach the craft. We can't teach the values. We hire for them.

Qualifications

• Your scheduled work week will sometimes fall on what other people call evenings, weekends, or holidays — we run on the client's calendar, not ours. We schedule those shifts in advance, communicate them clearly, and protect your time off.
• Be authorized to work in the United States. We are not able to sponsor work visas for this role.
• Be willing and able to pass a standard background check — we handle confidential client information daily, and trust is foundational to the role.
• Have a quiet, private workspace with reliable high-speed internet — you'll be on client calls and handling sensitive information from day one.
• Be ready to actively learn the aviation side of this role if you don't already know it — the learning curve is real, and learning aviation is part of the job, not a perk.

Requirements

• You Make It Yours. You take the work personally — your communications, your handoffs, your mistakes, your follow-through. The outcome is yours, not just the effort.
• You Talk Early, Talk Often. You over-communicate, kindly and clean. You don't sit on bad news. Silence is a tell that something's wrong.
• You Care Unreasonably. You have read Unreasonable Hospitality and felt seen. You know the difference between service and hospitality, and you care about that difference.
• You Earn Informality. You start respectful and you earn the warmth. You learn each client well enough to know whether they want "Mr. Bennett" or "Drew."
• You Drop the Ego. No one is above anyone. No one is too senior to grab a bucket when a teammate is drowning. You fix the system, not the person.
• You Take Yourself Lightly. You take the work seriously. You don't take yourself seriously.

Benefits

• Subsidized health, dental, and vision.
• 401(k) with a company match.
• New laptop and the tools you need to do the work.
• On-Target Earnings 65k-85k. Placement based on experience and competency. Compensation is consistent across both phases — Phase 2 isn't a step-down or a step-up; it's the second half of the same job.

Company Description

We're Jets.com. For seventeen years we've arranged private aviation for people whose calendars don't bend for commercial travel. Our promise to clients is the one in our tagline: The Sky Is Yours. Our job is to make that promise feel true on every trip, not just the easy ones.

We're standing up an entirely new department around a simple idea: the moments that matter most for our clients deserve a person, not a process. This role is for the advance team — the first inside the new function, the small group that will stand up the playbooks, build the rituals, and start supporting live trips weeks before the full team is in seats.

Our CE Mission: Make the logistics invisible. Make the hospitality unforgettable.

Our CE Vision: Redefine client experience in private aviation — for the clients we serve, and the people who serve them.

• Make It Yours.
• Talk Early, Talk Often.
• Care Unreasonably.
• Earn Informality.
• Drop the Ego.
• Take Yourself Lightly.