Owner Services Account Manager - Hybrid Cincinnati, OH

About the role

The Owner Services Account Manager serves as the trusted advisor and primary relationship manager for Jet Access aircraft owners, delivering a seamlessly coordinated ownership experience that reflects the highest standards of discretion and professionalism.

Responsibilities

• Serve as the trusted advisor and primary point of contact for assigned aircraft owners, building enduring relationships grounded in responsiveness, discretion, and proactive communication.
• Conduct regular strategic reviews with owners to present operational performance data, financial summaries, and service updates in a clear and accessible format.
• Maintain detailed, current knowledge of each owner’s preferences, priorities, and unique requirements to anticipate needs and personalize every interaction.
• Proactively identify and resolve owner concerns before they escalate, ensuring a consistently positive ownership experience across all touchpoints.
• Complete special projects and initiatives as needed, embracing opportunities to contribute to Jet Access’s continued growth and success.
• Service Delivery And Experience
• Champion the owner’s perspective across the organization, ensuring that every department understands and prioritizes the expectations of each assigned owner.
• Partner with scheduling, operations, and maintenance teams to coordinate a seamless day-to-day ownership experience, resolving competing priorities with professionalism and urgency.
• Carefully coordinate special requests, bespoke services, and high-touch interactions tailored to the preferences of ultra-high-net-worth individuals.
• Monitor service quality at every stage of delivery and follow up to confirm that all details align with the owner’s documented expectations.
• Act as advocate for owners in resolving service issues or operational challenges, maintaining trust and confidence throughout the resolution process.
• Financial Transparency and Oversight
• Oversee the preparation and delivery of monthly owner statements, explaining charges and variances clearly and ensuring owners have full visibility into their aircraft financials.
• Support owners in budgeting and financial planning for aircraft operations, translating complex operational data into formats that enable confident, informed decision-making.
• Work closely with the accounting team to ensure billing accuracy and timeliness, resolving discrepancies before they reach the owner.
• Present financial information in clear, accessible formats designed for owner review, reinforcing trust through transparency and precision.
• Operational Support and Cross-Functional Coordination
• Ensure aircraft schedules, maintenance events, and regulatory requirements are strategically coordinated to meet owner objectives with minimal disruption.
• Serve as the primary bridge between owners and internal teams, translating owner priorities into actionable guidance and ensuring follow-through across departments.
• Maintain accurate, detailed records of all owner interactions, preferences, and service requirements within company tools and CRM systems.
• Carefully coordinate cross-functional project teams to deliver unified service outcomes, keeping stakeholders aligned and accountable throughout each initiative.
• Provide prompt, proactive communication to owners at every stage of operations, ensuring expectations are clearly set and consistently documented.
• Continuous Improvement and Professional Development
• Gather and analyze owner feedback to identify patterns and recommend service enhancements that elevate the overall ownership experience.
• Collaborate with leadership and peers on new programs, technologies, and processes that advance Jet Access’s service delivery capabilities.
• Stay current on business aviation trends, regulatory developments, and industry best practices to provide owners with timely, well-informed guidance.
• Participate in professional development opportunities and industry networking events to deepen expertise and strengthen connections across the aviation community.

Qualifications

• Bachelor’s degree in Business, Aviation Management, or a related field preferred; equivalent professional experience considered.
• 3 to 6 years of experience in business aviation, luxury services, or high-touch client relationship management, with a demonstrated track record of managing high-value accounts.
• Financial literacy with hands-on experience reviewing budgets, invoices, and operational reports; ability to translate complex financial data into clear owner-facing summaries.
• Exceptional written and verbal communication skills, including strong presentation capabilities for both small and large audiences.
• Proficiency with CRM systems and aviation management software; strong organizational skills with the ability to manage multiple owner accounts simultaneously.
• Effective decision-maker and problem-solver with the analytical ability to evaluate information and act on it with confidence and maturity.

Skills

• Advanced analytical capability with the ability to interpret and communicate both operational and financial data.
• Skilled in conflict resolution and de-escalation, with a track record of maintaining positive relationships under pressure.