Vice President, Client Service

ABOUT MAGELLAN JETS:

Founded in 2008 and nowone of thelargest private aviation providers Quincy MA-based Magellan Jets is a premier provider of private aviation solutions offering a comprehensive range of Jet Card ownership On-Demand Charter andAircraft Sales and Management. With a focus onpersonalized service Magellan Jets is dedicated to delivering customized and unparalleled flying experiences to its Private Clients Jets and itsFAA-certificated Flight Operations teamlead one of the industrys most comprehensive safety management systems and protocols providing peace of mindto the most discerning travelers.

POSITION SUMMARY:

The Vice President Client Service is responsible for leading both the Client Experience and Flight Operations functions setting the strategy and direction for client service delivery and operational execution within the Client Service department. This role ensures an exceptional seamless end-to-end experience for clients by aligning client-facing service excellence with operational performance.

This executive leader serves as a dynamic relationship builder fostering collaboration with clients vendors and internal teams while driving client satisfaction loyalty and engagement in alignment with Magellan Jets commitment to world-class service.

ESSENTIAL FUNCTIONS:

The Vice President Client Service is responsible for the following:

• Lead and manage the Client Service Department with direct oversight of the Client Experience Manager and the Senior Director of Flight Operations and indirect oversight of approximately 10 Client Experience Consultants and 4 Flight Operations Advisors.
• Foster a player-coach leadership style balancing hands-on engagement with strategic oversight to build capability confidence and accountability across the team.
• Lead by example by consistently striving to exceed client expectations and mentoring team members to do the same.
• Reinforce best practices policies and decision-making frameworks ensuring the team is equipped to navigate complex and ambiguous client situations.
• Conduct regular one-on-one meetings with direct reports to ensure alignment on business priorities performance goals and client experience standards.
• Build and maintain trusted relationships with key clients serving as the primary point of contact for escalations and high-priority accounts.
• Develop and execute a client-centric strategy aligned with Magellan Jets vision and values to enhance client satisfaction retention and long-term loyalty.
• Serve as a liaison between the Client Service function and internal departments to ensure cohesive communication and seamless service delivery.
• Collaborate cross-functionally to identify opportunities for process improvement enhanced client engagement and service innovation.
• Actively represent the voice of the client across the organization championing initiatives that elevate the overall client experience.

COMPETENCIES:

Knowledge:

• 1215 years of progressive customer service or client experience leadership experience required.
• Experience in luxury hospitality aviation or premium service environments preferred.
• 5-Diamond customer service background strongly desired.
• Bachelors degree preferred.

Skills:

• Exceptional interpersonal communication and relationship-building skills.
• Strong problem-solving abilities with demonstrated composure in managing complex client escalations.
• Proven leadership experience within client service account management or operational environments.
• Demonstrated success in developing and executing impactful client experience strategies.

Abilities:

• Proven ability to lead coach and motivate teams in a fast-paced client-focused environment
• Highly collaborative mindset with the ability to foster strong relationships across departments and with clients.
• Passion for delivering exceptional client experiences and driving continuous improvement.
• Ability to work from the Quincy MA office four days per week.
• Willingness to participate as backup in weekend coverage rotations and occasional evening shifts as needed.

MANAGEMENTRESPONSIBILITIES:

Performance Management:

• Schedule and conduct regular one-on-one meetings with each direct report to ensure alignment communication and development.
• Facilitate quarterly performance reviews for team members.
• Partner with direct reports to establish measurable OKRs aligned with departmental and company objectives.
• Coach mentor and develop team members while promoting accountability and professional growth.
• Provide timely candid feedback and document performance concerns as appropriate.
• Partner with HR and senior leadership on performance management matters as needed.

Team Management:

• Oversee day-to-day departmental operations ensuring adequate coverage at all times.
• Facilitate quarterly team meetings to drive communication alignment and engagement.
• Review and approve vacation schedules to maintain operational consistency.

Onboarding & Training:

• Hire and onboard high-performing talent for the Client Service organization.
• Oversee comprehensive training programs for Client Experience Consultants and Flight Operations Advisors to ensure consistent client-first and operationally sound performance.
• Develop and execute structured onboarding and transition plans for new hires to ensure smooth integration into the team and company culture.

WORK ENVIRONMENT:

• Location:Quincy MA Headquarters
• Conditions:General office environment with moderate noise levels. Occasional travel toaircraftor client locations may be.

PHYSICAL DEMANDS:

• Regular use of standard office equipment including computers phones and video conferencing tools.
• Ability to sit or stand for extended periods.
• Periodic regional travel via car or air.
• Ability to lift up to 20 pounds occasionally (e.g. event or marketing materials).
• Strong verbal and written communication skills required for client-facing interactions.

TRAVEL:

Limited but may include occasional overnight travel for industry events client meetings or operational oversight.

AFFIRMATIVE ACTION PLAN/EQUAL EMPLOYMENT OPPORTUNITY (AAP/EEO) STATEMENT:

Magellan Jets is an equal opportunity employer and is committed to diversity in its workforce. We consider all qualified applicants without regard to race color national origin gender age disability or veteran statusin accordance withapplicable law.