Client Experience Manager

Socket.dev; Henderson (NV); On-site; USD 70,000 - 100,000; Full time

Job summary

Thrive Aviation is seeking a detail-oriented Client Experience Manager to oversee consistency, presentation, and the client experience across the aircraft fleet. This role audits aircraft to ensure standards for cleanliness, amenities, inventory, and presentation are met, and coordinates cosmetic updates with Maintenance and Operations.

The ideal candidate will be highly organized with a strong eye for presentation, and capable of improving an already exceptional experience.

Qualifications

• The candidate holds a bachelor’s degree and strong organizational skills.
• At least two years in Owner Services or account management; aviation or luxury products preferred.
• Experience with FL3XX is preferred; problem-solving and leadership abilities are essential.
• Demonstrates strong communication and collaboration in teams and under pressure.
• Proficient with MS Office; able to manage multiple tasks and priorities.

Responsibilities

• Audit fleet regularly to ensure consistency in onboard amenities and presentation.
• Coordinate cosmetic updates, repairs, and inventory across aircraft.
• Maintain fleet standards, checklists, and par sheets by aircraft type.
• Track findings, follow up on issues, and elevate client experience fleet-wide.
• Partner with Maintenance, Operations, Cabin Attendants, and Pilots to schedule work.
• Identify improvements to enhance the overall Thrive experience for clients.
• Communicate aircraft deficiencies and follow up through completion.

Skills

Leadership

Communication

Organization

Problem solving

Teamwork

Multitasking

Attention to detail

Education

Bachelor’s degree

Tools

MS Office

FL3XX

Job description

Description

Thrive Aviation is seeking a detail-oriented and highly organized Client Experience Manager to oversee the consistency, presentation, and overall client experience across our aircraft fleet.

This role will be responsible for regularly auditing aircraft to ensure each one meets Thrive’s standards for cleanliness, appearance, amenities, inventory, and presentation. The Client Experience Manager will identify opportunities for improvement, coordinate cosmetic updates and repairs, manage onboard inventory, and work closely with Flight Operations, Ground Operations, Maintenance, Cabin Attendants, and other teams to ensure our aircraft consistently deliver the experience our clients expect.

The ideal candidate has a strong eye for detail, takes pride in presentation, is highly organized, and enjoys finding ways to make an already great experience even better.

Requirements

• Conduct regular audits and inspections of aircraft throughout the fleet.
• Ensure consistency across aircraft regarding onboard amenities, including:
• Blankets and pillows
• Dishes, glassware, and flatware
• Linens and towels
• Food and beverage supplies
• Client amenities and supplies
• Safety and presentation-related items
• Maintain and update fleet standards and checklists.
• Identify inconsistencies, deficiencies, and opportunities for improvement.
• Track findings and follow up to ensure issues are resolved.
• Monitor the overall cosmetic condition and presentation of aircraft interiors.
• Identify items requiring repair, replacement, refurbishment, or general cosmetic improvement.
• Partner with Maintenance and Operations to coordinate cosmetic work and ensure completion.
• Maintain a running list of aircraft appearance projects and prioritize based on client impact and operational needs.
• Make recommendations for upgrades that improve the overall client experience.
• Maintain appropriate inventory levels of onboard supplies and amenities.
• Order and replenish stock as needed.
• Establish standardized inventory levels and par sheets by aircraft type.
• Monitor usage and identify opportunities to improve purchasing efficiency.
• Evaluate and recommend new products, amenities, and vendors.
• Maintain relationships with vendors and coordinate orders and deliveries.
• Continuously look for ways to elevate the onboard client experience.
• Research trends, products, amenities, and best practices within private aviation and luxury hospitality.
• Make recommendations for new products, services, and enhancements.
• Help develop and maintain a consistent Thrive experience across the fleet.
• Work closely with Flight Operations, Maintenance, Cabin Attendants, Pilots, and other operational teams.
• Communicate aircraft deficiencies and follow up through completion.
• Partner with crew members to understand recurring client requests and onboard needs.
• Provide feedback and recommendations to leadership based on fleet audits and client experience observations.

Experience & Qualifications

The most successful candidate in the position will meet most, if not all, of the following criteria.

• Bachelor’s degree required.
• At least two years of experience in Owner Services or account management; preferably in aviation or luxury products
• Experience with FL3XX is preferred.
• Solution oriented – presents a problem with a suggested solution.
• Demonstrates strong leadership skills through taking accountability and ownership.
• Proven to work effectively in a team environment or independently
• Detail obsessed with a proven ability to prioritize multiple objectives in a changing environment.
• The ability to communicate effectively verbally and in writing
• Must work well under pressure and be able to multitask
• Be willing to work during off-hours, weekends and holidays
• Proficient in Microsoft Office, Demonstrate broad knowledge of the functional area.