Service Operations Specialist

Duties & Responsibilities

• Own and document all service deviations impacting the Owner experience, ensuring complete and accurate narratives
• Review daily and weekend activity to confirm all relevant service impacts are captured and reflected in reporting tools
• Maintain and update Owner profiles with service feedback and relevant history
• Own and monitor team KPIs and individual performance metrics, identifying trends, risks, and gaps
• Analyze Owner flying patterns, utilization trends, and service behaviors to identify shifts or retention risk
• Track vendor exposure, catering trends, and repeat service impacts to support continuous improvement
• Prepare executive-ready summaries and briefing materials for leadership conversations
• Partner with Operations Business to ensure dashboard accuracy and recommend adjustments based on findings
• Support additional tracking, trend analysis, and reporting initiatives as business needs evolve

Education & Experience

• Bachelor’s degree in business, analytics, aviation, hospitality, or related field
• 1–2 years of experience in an analytical, operations, customer experience, or support role
• Experience working with KPI dashboards and reporting tools such as PowerBi

Required Skills

• Strong analytical and problem-solving skills
• Exceptional attention to detail and commitment to data accuracy
• Proficiency in Microsoft Office, including Excel and PowerPoint
• Ability to translate data into clear, actionable insights
• Strong written and verbal communication skills
• Self-motivated with the ability to work independently and collaborate cross-functionally
• Ability to work in a fast-paced, deadline-driven environment with shifting priorities