Scheduled Service Supervisor

About the role

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

Responsibilities

• Be an expert on customer service best practices and ensure their consistent application.
• Ensure the effective completion of all client services processes.
• Facilitate appropriate communication of important information between shifts.
• Collaborate with cross-functional teams, process improvements, and maintain strong client relationships.
• Lead the team of client services representatives to deliver outstanding service experiences.
• Oversee daily operations, ensuring guest satisfaction, and driving the achievement of performance targets.
• Coordinate with sales, dispatch, and accounting teams regarding client logistics.
• Take the lead on service disruptions and direct follow-up actions.
• Maintain trends based on client issues and make recommendations for service improvements.
• Work continuously on process improvements to streamline workflow and document procedures.
• Appraise and address performance, reward team members, and address complaints to resolve problems.
• Aid in the recruitment and termination of employees.
• Provide on-the-job training to all client services personnel.
• Develop and coach team members to meet and exceed expectations.
• Evaluate business needs and conduct scheduling activities to ensure service standards are met.
• Validate payroll and manage time off requests, ensuring proper staffing during vacation and sick days.
• Perform other duties as assigned by the Director of Customer Service.

Requirements

• Proven track record in a client-facing role.
• Strong communication, problem-solving, and decision-making abilities.
• Ability to remain calm under pressure and handle challenging situations with diplomacy and tact.
• Passion for delivering exceptional customer experiences.
• Leadership skills with the ability to motivate and guide a team.
• Experience in aviation, hospitality or a related industry a plus.

Benefits

• Competitive salary
• Medical, Dental, Vision, FSA/DCA and 401(k) plan
• Paid vacation and sick days
• Paid Parental Leave
• Fun, dynamic team with opportunities for rapid advancement
• Travel benefits on various US and International airlines