Purpose of PositionThe Site Experience & Operations Manager is the on-site leader at one of NetJets' high-visibility airports and is responsible for ensuring reliable, coordinated, and exceptional service delivery for our Owners. This role provides a single point of accountability for daily execution by working closely with airport stakeholders, local vendors, and internal teams to keep operations running smoothly and to resolve issues before they affect the Owner experience. The Site Experience & Operations Manager oversees on-the-ground service performance and strengthens operational reliability and consistency by ensuring that daily processes, handoffs, and expectations are executed to NetJets standards. This role plays a critical part in protecting the NetJets brand, enhancing service quality, and supporting performance at one of the most important locations in the delivery system.
Tasks and Responsibilities- Operational Leadership & Daily Execution: Oversee day-to-day service delivery at the assigned airport, ensuring that every operational handoff, interaction, and service step is executed according to NetJets standards. Maintain situational awareness of on-site activity and take proactive action to prevent service disruptions.
- Airport Stakeholder Coordination: Work closely with airport authorities, FBO teams, ground service providers, and other on-site partners to maintain smooth operations and clear communication. Ensure all parties understand expectations, schedules, and service requirements for NetJets Owners.
- Operational Reliability & Consistency: Strengthen reliability at the airport by ensuring daily processes, routines, and operational handoffs are followed consistently. Reinforce standard operating procedures and escalate recurring issues to appropriate internal teams when relevant.
- Vendor & Partner Performance Oversight :Maintain strong, professional working relationships with local vendors supporting the airport (e.g., catering, ground services, FBO staff). Provide real-time feedback, monitor service expectations, and coordinate with internal teams as needed to address quality or performance gaps.
- Cross-Functional Communication & Issue Resolution: Serve as the primary operational point of contact for internal teams when airport-level adjustments or support are required. Communicate key updates, operational conditions, and service risks clearly and promptly to ensure alignment across Owner Services, Flight Operations, and other partners.
- Reporting & Site Insights: Provide concise updates on site performance, service issues, and operational risks. Share insights with internal teams to support broader awareness of airport conditions, reliability challenges, or opportunities for improvement.
Note:It is not possible to list all required job duties on this form. There may be other important duties assigned, depending on the position. For a list of essential job functions, please refer to the essential functions document for this job.
EducationBachelor's in Hospitality or Business
Certifications and LicensesYears of Experience6-8 years of experience
Core CompetenciesAdaptability
Collaboration
Curiosity
Service-Oriented
Strives For Positive Results
Knowledge, Skills, Abilities and Other (KSAOs)- Strong understanding of FBO operations, airport environments, and aviation service delivery requirements (or similar complex service delivery environments).
- Ability to oversee complex, fast-moving on-site operations with competing priorities.
- Ability to maintain professional, productive working relationships with airport stakeholders, local vendors, and internal partners.
- Ability to monitor on-site service performance, recognize operational risks, and act quickly to maintain reliability.
- Strong capability to anticipate issues during daily operations and take appropriate corrective action.
- Excellent written and verbal communication skills, including clear and concise operational updates.
- Ability to influence without formal authority across multiple internal and external teams.
- Ability to build trust, credibility, and effective partnerships with service providers and internal teams.
- Ability to navigate ambiguous or changing on-site conditions and bring clarity to others.
- Ability to balance immediate operational needs with consistent adherence to NetJets standards.
- Willingness to work flexible hours due to operational needs, irregular flight schedules, or emergent service challenges.
- High emotional intelligence, professional judgment, and composure when interacting with Owners, crews, internal leaders, and airport partners.
