Flight Experience Supervisor

XO is revolutionizing the private aviation industry by combining data intelligence with distinct, elevated service to allow you to reach anywhere in the world, anytime, just by reaching for a mobile device. Built on 20 years of innovation and skill, XO is the world’s premier aviation network.

The Flight Experience Supervisor is a crucial role in allowing XO to elevate our customers journey when traveling on XO Shared Flights and XO Charter Flights. This role will support the Senior Manager of Flight Experience in managing the regional GXRs, monitoring the proper execution of our pre and post flight boarding processes, ensuring all flight stock and inventory is fully available when needed, and helping to service and support our XO Customers anytime they fly. This role will be mainly positioned at the FBO Lounge locations to support the ground staff.

• Execute training and scheduling for all XO Ground Experience Representatives (GXRs)  
• Manage timecards that are within approved hours limit 
• Manage and approve GXR expenses  
• Consistent audit of team appearance, uniform checks, and appropriate levels of service to all customers in alignment to the GXR guidelines and SOPs 
• Assist in writing and executing performance reviews for GXRs in your respective region  
• Available to assist in hiring and recruiting as needed  
• Manage scheduling and staffing at available XO Lounge spaces  
• Work directly with the Purchasing Manager to order and maintain inventory for flight necessities that include, but not limited to seating cards, luggage tags, blankets, amenity kits, GXR uniforms  
• Supervise the XOA aircraft stock and Handover Take Over form
• Report and manage any issues related to vendors that include, but not limited to K-9 screeners, cleaning companies, FBO staff, catering  (HOTO), ensuring aircraft is up to standard, following up with any cabin defects, coaching cabin hostess on their handovers.
• Maintain availability to be present and act as a GXR when staffing is limited  
• Ensure that the team leaves the FBO space clean before and after XO customers arrive  
• Maintain a professional appearance that is in line with the XO brand at all times when in the presence of clients and vendors  
• Assist the Sr Manager of Flight Experience in enhancing and designing pre and post flight SOPs for all GXRs  
• Able to make “game-time” decisions when a flight disruption occurs that include, but not limited to ordering cars for clients, ordering food for a delay, able to transfer clients to a new flight, communicate with the team on needs of a possible recovery  
• Able to communicate and coach the team on effective communication during a delay  
• Performs other duties as assigned.

•  Bachelor's Degree
•  3 years of experience in client services 
•  Fluent in microsoft suite (word, excel, powerpoint)
•  Knowledge of luxury client expectations with an emphasis on private aviation 
•  Excited about team member development, servant leadership, and process building