Director of Customer Operations


San Mateo, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/23/2021
  • Website:
  • Company Address: , Palo Alto, CA

About JetInsight

JetInsight is building a platform to enable the world’s largest network of on-demand aircraft. Our best-in-class quoting and fleet management software empowers aircraft charter operators to optimize their businesses and sell more effectively. The platform and resulting network give us a unique ability to allow travelers to book flights directly in real-time.

Job Description

As the Director of Customer Operations at JetInsight, you create and execute the direction for how we create best-in-class success and support experiences with our customers. You will lead JetInsight's growing Operator Success and Operator Support teams, and will be responsible for training and developing team members, evolving internal processes, and ensuring that we continue to deliver a high bar of personalization and quality with our customers as the company and organization grows.


Your responsibilities will include:

  • Setting vision, key performance indicators, and targets for Success and Support with leadership team, and then executing vision to achieve or exceed targets
  • Onboarding and training new team members
  • Developing team members to ensure that each person achieves their potential
  • Evolving Operator Support and Operator Success processes to achieve KPI targets
  • Handling customer escalations to create positive outcomes
  • Providing product feedback to the Product team
  • Professionalism in all customer relationships
  • Some after hours and weekend work may be required

You resonate with the following skills, traits, and experience:

  • Smart, strategic, and self-driven, with a product-focused mindset
  • A history of success leading customer success or customer support teams - 3+ years of experience leading a team of 10+ employees
  • Self-motivation and an attitude that gets things done
  • A desire to learn and immerse yourself in a new industry to truly understand the customer
  • Experience working with a technical product
  • Strong work and team ethic with high standards of quality
  • Strong problem-solving abilities to quickly understand customer's core issues and find creative solutions
  • A strong interest in aviation and/or the travel industry is a plus

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.