Owner Services Account Manager

About the role

The Owner Services Account Manager serves as the primary strategic liaison and advocate for aircraft owners, ensuring a seamless, transparent, and high-performing ownership experience across the lifecycle of aircraft management. This role operates as a functional lead and subject matter expert, partnering cross-functionally with Dispatch, Scheduling, Flight Operations, Maintenance, Finance, Sales, and Service to align execution with owner expectations.

Essential Functions

• Serve as the primary point of contact and advocate for aircraft owners
• Build trusted relationships through proactive, transparent communication
• Anticipate needs and provide guidance on aircraft usage, enhancements, and ownership strategy
• Ensure a frictionless, Fly Personal experience across all interactions
• Operational Coordination & Aircraft Oversight
• Coordinate owner trips and oversee end-to-end execution across internal teams
• Maintain schedule integrity, balancing owner usage and revenue optimization
• Ensure aircraft readiness, including crew alignment, onboard experience, and active services
• Partner closely with Dispatch and Scheduling to align priorities with operational realities
• Maintenance, Performance & Asset Management
• Collaborate with Maintenance on planning, efficiency, and cost management
• Act as liaison for upgrades, refurbishments, and onboard enhancements
• Provide owners with clear recommendations to protect asset value and optimize performance
• Financial Management & Owner Reporting
• Facilitate monthly financial reporting, budgets, and owner statements
• Deliver clear, accurate, and actionable insights on utilization, costs, and performance
• Lead quarterly owner business reviews, including financials, operational performance, and forward-looking recommendations
• Partner with Finance to ensure accuracy and transparency
• Cross-Functional Leadership & Alignment
• Drive alignment, accountability, and consistent execution across teams
• Advocate for owner priorities while balancing operational and business needs
• Scalability, Process & Knowledge Transfer
• Develop and standardize Owner Services processes, SOPs, and service standards
• Maintain centralized owner profiles, preferences, and documentation
• Drive process improvements to enhance efficiency, consistency, and experience
• Lead enterprise knowledge transfer to elevate internal understanding of owner expectations
• Sales & Growth Support
• Support aircraft management sales efforts, including proposals and onboarding
• Represent Tradewind at industry events and owner-facing engagements
• Contribute to owner retention and revenue growth through service excellence
• Coverage & Continuity Support
• A 24/7/365 owner coverage model in coordination with Client Services
• Ensure consistent communication and responsiveness across all touchpoints

Requirements

• Strong work ethic, attention to detail, ability to multitask, and a positive attitude
• Analytical and proficient with data analysis
• Strong written and oral communication skills
• Demonstrated organizational and project management skills
• Ability to work independently and cohesively in a group
• High energy, highly organized and resourceful
• Proficiency using Microsoft Office 365 – Outlook, Word, Excel, PowerPoint, Publisher, OneDrive, Teams

Physical Requirements

• Ability to lift / push or pull, greater than or equal to 15 lbs.
• Available to work weekends, holidays, and provide after-hours accessibility to personnel and leadership.
• Ability to work in confined spaces.
• Ability to communicate effectively on the phone and in meetings (in person or virtual)
• Ability to use to operate a computer keyboard, mouse, and standard office equipment
• Indoor Office setting with standard lighting and temperature
• Potential exposure to environmental factors such as aircraft and exhaust fumes