[Hiring] Flight Services Manager @Wheels Up

Role Description

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.

• Own the customer experience across both first-party and third-party (charter) flying.
• Partner closely with the Charter Desk for off-fleet flying.
• Drive flight activity and member engagement through strong, trust-based relationships.
• Manage a portfolio of dedicated accounts, building familiarity with member preferences.
• 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.
• 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.
• 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

• 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.

Requirements

• 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 operational updates.

Physical Requirements

• Standard office and computer usage required.

Benefits

• Salary range: $75,000-85,000 + commission.
• Eligible for an incentive program based on individual and organizational performance.
• 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.