CLIENT EXPERIENCE MANAGER
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
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:
•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.…