Director of Client Assurance

Talon Air•Farmingdale, NY

About The Position

The Director of Client Assurance is responsible for overseeing a team of Charter Coordinators who manage all aspects of Talon Air's clients' flight experience, ensuring exceptional service and operational excellence. This role focuses on maintaining high levels of client satisfaction, optimizing workflow efficiency, and ensuring compliance with 14 CFR Parts 91 and 135. The Director serves as the primary liaison between clients, internal departments, and executive leadership, driving continuous improvement in service quality and operational effectiveness.

Responsibilities

Lead, mentor, and develop a high-performing team of Charter Coordinators, fostering a culture of excellence, accountability, and continuous improvement.
Establish clear performance expectations, conduct regular performance reviews, and provide coaching and training.
Ensure Charter Coordinators effectively manage and enhance the client experience while adhering to company policies and regulatory requirements.
Uphold a client-centered service philosophy that anticipates and exceeds expectations for aircraft owners, block charter clients, and retail charter clients.
Act as the primary escalation point for client issues, proactively addressing concerns and implementing long-term solutions.
Maintain and enhance relationships with high-net-worth individuals, corporate clients, and their representatives, ensuring a seamless and personalized flight experience.
Ensure Charter Coordinators effectively communicate operational updates and resolve potential disruptions for clients.
Oversee accurate trip scheduling, invoicing, and compliance with contractual obligations.
Monitor fleet utilization to balance safety, client needs, and company profitability.
Ensure the team effectively coordinates with crew scheduling, logistics, maintenance, and other departments to optimize operational efficiency.
Identify and implement process improvements to enhance workflow efficiency, reduce errors, and improve client satisfaction.
Ensure the team fully leverages FOS (Flight Operations System) and other technology platforms to manage scheduling, client communications, and trip tracking.
Monitor key performance metrics and generate reports to assess team efficiency and client service levels.
Actively participate in leadership and operations meetings, providing insights and updates on client service and trip operations.
Ensure seamless coordination between Charter Coordinators, pilots, maintenance, and other operational teams to prevent service disruptions.
Serve as a liaison between executive leadership and the Charter Coordination team, ensuring alignment with company goals.