Customer Experience Manager

CLIENT EXPERIENCE MANAGER — ADVANCE TEAM

Jets.com · Client Experience · Remote

***This is a fully remote role however, you must live within the following U.S. states: California, Florida, Massachusetts, New York, Ohio, Oregon, Tennessee, and Wisconsin (We will consider other locations for candidate with direct aviation experience)***

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ABOUT US AND WHY WE'RE HIRING

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.

What follows — our Mission, Vision, and six Values — are specific to Client Experience. They sit inside the broader Jets.com identity, but they're the ones that shape how this team operates day to day.

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.

Six values shape how we work in CE:

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

CE is where those values meet the actual trip — and they shape every decision, every email, every recovery, and every hire. Especially this one.

THE ROLE

This is a two-phase role with a guaranteed pathway. The job we're ultimately hiring you for is the second phase. What makes this advance-team seat different from the rest of the team we'll be hiring next is the timeline: Phase 1 is a build sprint this summer, not a year-long ramp. You'll build the essentials, ship them, then start running live trips while we keep iterating from the inside.

In Phase 1 (the build phase, running through this summer), you'll work side-by-side with Ben and a small group of private aviation experts to stand up the operational backbone of Client Experience — the playbooks, training, tooling, and handoff rituals the team will use. This phase is a sprint: you'll prioritize what we absolutely need to fly trips safely and well, and you'll be honest about what can wait until live operations expose the gaps.

In Phase 2 (once the build is in place), you transition from building the function to running live trips. Same title, different muscle. The rest of the CE team will come up to speed using the materials and rituals you helped put in place. 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.

REQUIREMENTS

A few hard requirements — you must:

• Be available to commit to both phases of the role; this isn't a build-only or operate-only job.

• Be comfortable that, in Phase 2, 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.

You'll Thrive Here If:

• 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.

Helpful But Learnable:

• Operationally complex experience (aviation, hospitality, healthcare, logistics — anywhere real-time and consequential).

• Comfort with ambiguity; this is a small team standing something up on a tight build window.

• Writing chops are a plus and a teachable craft.

• The eventual disposition of a great CEM: judgment, composure, anticipation, the quiet conviction that the details matter.

WHO YOU'LL BE WORKING WITH

You'll report to Ben Acker, our VP of Client Experience and the founder of this team. Ben joined Jets.com in 2026 to build the CE function from scratch, after a decade-plus at the intersection of aviation operations and hospitality — most recently at Mike Goulian Aviation, before that at Magellan Jets.

HOW YOU'LL WORK AT JETS.COM

Live (almost) anywhere you want. This is a fully remote role however, you must live within the following U.S. states: California, Florida, Massachusetts, New York, Ohio, Oregon, Tennessee, and Wisconsin (We will consider other locations for candidate with direct aviation experience). We're primarily based in Eastern time, and the shifts we're filling cover 8 a.m.–8 p.m. Eastern, so we're looking for teammates who can comfortably work that window in their local time.

If you happen to be near one of our three offices — New York, Fort Lauderdale, or Boston — and prefer a hybrid setup (some remote, some in-office), that option is open to you.

A real schedule. In Phase 1, hours are predictable business hours that overlap with the rest of the advance team — roughly 9 a.m.–5 p.m. Eastern, so you can build alongside them. Be ready for a real sprint; the build window is tight.

In Phase 2, you'll work an assigned five-day shift covering some portion of our 8 a.m.–8 p.m. Eastern window — most likely either 8 a.m.–4 p.m. or 12 p.m.–8 p.m. Eastern, flexed to your local time zone (so a teammate in Oregon on the 12–8 p.m. ET shift would be working 9 a.m.–5 p.m. PT). Your specific shift hours and day pattern (Sunday–Thursday or Tuesday–Saturday) are set based on team coverage needs and remain consistent once assigned — fixed, not rotating.

Occasional overnight coverage will also be required, rotated fairly across the team. Overnight shifts are scheduled in advance, communicated clearly, and your time off is protected. We're working toward a dedicated overnight team that will eventually take overnight coverage off the daytime team's plate.

Private aviation runs 24/7/365, holidays included; CE is a holiday-working function. That's a real consideration before you say yes.

Take time off (seriously). People who run on empty don't anticipate well — and people who run on empty don't write good playbooks either. We expect real, fully-unplugged vacation throughout the year.

Up your game (coming soon). We're standing up a real professional development program for CE — conferences, courses, certifications, dedicated learning time. As an advance-team member, you'll have unusual influence over what we prioritize first.

Health and retirement. Subsidized health, dental, and vision. 401(k) with a company match. New laptop and the tools you need to do the work.

Compensation. Fair, market-driven, and transparent. 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.

HOW TO APPLY

Please include:

• A resume.

• A cover letter. Not formal. Tell us about you, why this role caught your eye, and one specific moment from your career that says something about how you operate. (One page max.)