General Manager


Position Summary:

The Base General Manager will provide Administrative and Personnel Management Support & Leadership to all Base related teams (Client Service, Line Services & Maintenance) to enhance the overall function of the Base. They will manage and direct the activities & functions of the Base to achieve Base goals & strategic initiatives, while ensuring the highest level of Safety & Service is provided for all Aircraft Owners & Clients. The GM will lead by example, promoting a positive team environment through Jet Linx Core Values.

Duties & Responsibilities:

  • Manage Customer Base & Relationships by engaging with value-added meetings, entertainment and appropriate work-related Events held at Base & offsite
  • Monitor quality of Service through direct contact & documented feedback ensuring best in class Customer Service and Support is being provided
  • Investigate and resolve all SIOs related to Base Clients & Owners; work with Base & NOC on any necessary Process Improvement
  • Responsible for maintaining the relationships with the Aircraft Owners of the base fleet and communicate/coordinate when needed on all revenue opportunities
  • Organize & manage the Owner Care Program for each aircraft
  • Develop an understanding of all Client Service Specialist functions & be able to perform if needed, this will include the Flight Software (FOS); be able to quote trips, review for accuracy & understand aircraft capabilities
  • Manage Client Service & Line Service teams to ensure effectiveness through facilitating training, coaching, counseling, and providing performance improvement when necessary (working with HR when needed)
  • Manage Client Services & Line Services team schedules, including on-call rotation and Meet & Greets, to ensure the Base is fully staffed 24/7/365 for all owner/client departures and arrivals
  • Approve Client Service & Line Service PTO requests, credit card purchases, and mileage reports
  • Ensure Coordinated Outfitting policy is being followed by all team members at the Base
  • Work with HR & NOC Client Services on all hiring & interview needs, as well as ensure participation of team in Initial & Recurrent training
  • Conduct annual & regularly scheduled reviews/meetings with direct reports & team
  • Assist the Base President in the Base P&L statement review, analysis and accuracy
  • Oversight of timely and accurate customer invoicing and collection of AR
  • Oversight and approval of trip concession dollars
  • Work with Base President to approve all Jet Card, Owner & Charter flight opportunities
  • Pulse on Jet Card hours to budget and Inactive Jet Card clients working with Base President, Base CS Team & NOC Mgmt. to ensure Client Base stays active & engaged
  • Ensure compliance with Corporate fiscal policies and directives on expenses & capital planning
  • Understand & monitor DOMO for use as team guidance on business & service deliverables
  • Communicate and coordinate with NOC departments and personnel daily on Base needs
  • Attend bi-monthly Base calls with NOC Mgmt.
  • Set up accommodation and entertainment arrangements for company visitors and/or Jet Linx parties
  • Set up and coordinate meetings, events, conferences, and conference calls as needed and represent Company/Base
  • Meet and greet clients, vendors, visitors in a professional manner
  • Build company image by collaborating with customers, community organizations, and employees; enforcing ethical business practices.
  • Maintain quality service by establishing and enforcing organization standards and upholding Company policies & procedures
  • Assist Base President as needed with sales, renewals, appointments, etc.
  • Participate in Annual Base Strategic Planning
  • Facility Management as needed
  • Maintain industry and product knowledge
  • Work nights, Holidays & weekends and share in the on-call rotation as needed
  • Other duties as assigned

Knowledge, Skills & Abilities:

  • Ability to work independently & flexible, non-standard hours
  • Strong ability to prioritize and work on multiple projects at once
  • Excellent professional written and interpersonal communication skills
  • Knowledge of contracting and negotiating and structuring sales quota goals and revenue expectations
  • Ability to effectively interact with all levels of the Company and its customers
  • Strong attention to detail, organizational and time management skills
  • Ability to maintain the confidentiality of sensitive information
  • Self-motivated and independent problem-solving ability
  • Ability to take direction from multiple sources
  • Ability to work with frequent changes in procedures, directions and outcomes

Education and Work Experience:

  • BS/BA or equivalent work experience required.
  • 5 years of high-level customer service experience required
  • 5 years management experience required
  • Financial, accounting, or P&L management experience preferred
  • Aviation industry experience required and a combination of training, education and experience equivalent to the standards listed above that provides the required knowledge, skills and abilities
  • Proven experience developing, negotiating, finalizing and implementing contracts

Physical Requirements:

  • Majority of work is completed in a normal office work environment
  • Operate office equipment such as telephone, computer, printer, fax, postage meter, etc.
  • Move up to 25 pounds on an infrequent basis
  • Access filing cabinets, drawers and shelves of varying heights
  • Travel to various locations within community, state and country

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