Scheduled Service Supervisor

Description

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. 

For more details visit www.flytradewind.com

About the Candidate / Role  

As a Scheduled Service Supervisor, you will be at the forefront of our commitment to exceptional service. Your primary responsibilities will include leading and motivating a team of Scheduled Service Coordinators to deliver outstanding service experiences. You will play a crucial role in overseeing daily operations, ensuring guest satisfaction, and driving the achievement of performance targets. Collaboration with cross-functional teams, process improvements, and maintaining strong client relationships will be key aspects of your role. This role is based in our Oxford, CT office.  

Essential Functions 

• 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.
• Coordinate with sales, dispatch, and accounting teams regarding client logistics.
• Take the lead on service disruptions and direct follow-up actions.
• Monitor 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.
• Assist with 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.
• Share on-call supervisor responsibilities.
• Perform other duties as assigned by the Director of Customer Service.

Requirements

Required Qualifications 

• 2+ years of Supervisory experience 
• 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.
• Ability to provide positive, team-oriented collaboration and customer service with all internal and external stakeholders, project partners, and business users. 

Physical Requirements  

• Ability to lift / push or pull, greater than or equal to 15 lbs.
• Ability to communicate effectively on the phone and in meetings (in person or virtual) 
• Ability to operate a computer keyboard, mouse, and standard office equipment 

Working Conditions 

• Prolonged periods of sitting at a desk, use of computers and office equipment 
• Indoor office setting with standard lighting and temperature 

Tradewind Aviation offers a competitive pay and benefits program for full-time team members:

• Comprehensive health and voluntary insurance plans
• Retirement plan with company match
• Paid time off
• Standby travel on select Tradewind Aviation scheduled flights
• Discounted standby travel benefits on numerous major and regional US and international airlines
• A rewarding career path with opportunities for growth and advancement throughout the organization