Member Experience Associate

Outlier Jets Inc.; United States; Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

Remote/hybrid eligible

Job summary

Outlier Jets Inc. is seeking an MEA to support our jet card operation by communicating with Part 135 operators, arranging catering and ground services, communications with vendors, and responding to requests after hours.

This role is central to delivering reliable, high-quality trips for our members. You’ll also provide coverage support for flight following, sourcing and operational coordination when needed.

Qualifications

• Excellent phone and email communication.
• Calm, clear, and tactful with operators.
• Organizational and time-management skills.

Responsibilities

• Monitor and respond to member, client, and vendor communications during after-hours.
• Provide updates on trip logistics and schedule changes.
• Escalate urgent operational issues to the team.
• Maintain clear records of communications and service requests.
• Coordinate catering orders and ground transportation for flights.

Skills

Communication skills

Calm under pressure

Organizational skills

Time management

Problem solving

Customer service

Tools

Salesforce

Google Workspace

CRM systems

Microsoft Office

Job description

At Outlier Jets, our clients trust us with their time, their family and their business. Outlier exists purely for these reasons. Travel safely and intelligently- learn to enjoy every minute of life.

Outlier Jets is a private aviation company built on a simple idea: flying privately should be handled by people who actually answer the phone. We run jet card trips, charter, and aircraft transactions for clients who don't have time for friction. This role is the person who makes the trip happen, completely, before anyone has to ask.

Our team specializes in large, complex movements such as IPO roadshows, multi-city music tours, or perhaps the most important mission- valued time with family. Our services include:

• The Outlier Jet Card Program
• Whole Aircraft Sales
• Aircraft Valuation

What you'll own:

• Trip coordination: scheduling, quoting support, catering, ground, and FBO handoffs.
• Member communication, with a calm and steady voice when plans shift.
• Post-sale and post-flight follow-through, so nothing slips through the cracks.
• CRM discipline in Salesforce. Every touchpoint logged, every detail current.
• Operator and vendor relationships, with a clear read on who delivers.

The tech stack:

• Salesforce for CRM and member records
• Avinode for sourcing and quoting
• FlyEasy for trip management
• Ai platforms
• Proprietary SOP & OS

Who this is for:

• 1+ year in a client service role in private aviation. This one is a requirement, not a nice-to-have.
• You're organized to the point that disorganization bothers you.
• You stay composed when a trip is moving in real time.
• Hospitality is instinct, not a script. You anticipate.
• You write clearly and quickly.

Role Description

We’re looking for an MEA to support our jet card operation by communicating with Part 135 operators, arrangement of catering and ground services, communications with vendors, and responding to requests after hours. This role is central to delivering reliable, high-quality trips for our members. You’ll also provide coverage support for flight following, sourcing and operational coordination when needed.

The ideal candidate has strong aircraft knowledge and/or prior Part 135 aviation experience, enjoys fast-paced problem solving, and communicates clearly with both operators and internal teams. The ideal candidate is available evenings and weekends.

Key Responsibilities:

• Monitor and respond to member, client, and vendor communications during assigned after-hours shifts.
• Provide timely updates regarding trip logistics, schedule changes, and service requests.
• Escalate urgent operational issues to the appropriate team members when necessary.
• Maintain clear, accurate records of communications and service requests.
• Deliver exceptional customer service while managing multiple priorities.

Company Description

At Outlier Jets, our clients trust us with their time, their family and their business. Outlier exists purely for these reasons. Travel safely and intelligently- learn to enjoy every minute of life.

Outlier Jets is a private aviation company built on a simple idea: flying privately should be handled by people who actually answer the phone. We run jet card trips, charter, and aircraft transactions for clients who don't have time for friction. This role is the person who makes the trip happen, completely, before anyone has to ask.

Our team specializes in large, complex movements such as IPO roadshows, multi-city music tours, or perhaps the most important mission- valued time with family. Our services include:

• The Outlier Jet Card Program
• Worldwide Jet Charter
• Whole Aircraft Sales
• Aircraft Valuation
• Aircraft Sales
• Corporate Fleet Advisory

What you'll own:

• Trip coordination: scheduling, quoting support, catering, ground, and FBO handoffs.
• Member communication, with a calm and steady voice when plans shift.
• Post-sale and post-flight follow-through, so nothing slips through the cracks.
• CRM discipline in Salesforce. Every touchpoint logged, every detail current.
• Operator and vendor relationships, with a clear read on who delivers.

The tech stack:

• Salesforce for CRM and member records
• Avinode for sourcing and quoting
• FlyEasy for trip management
• Google Workspace day to day
• Ai platforms
• Proprietary SOP & OS

Who this is for:

• 1+ year in a client service role in private aviation. This one is a requirement, not a nice-to-have.
• You're organized to the point that disorganization bothers you.
• You stay composed when a trip is moving in real time.
• Hospitality is instinct, not a script. You anticipate.
• You write clearly and quickly.

Role Description

We’re looking for an MEA to support our jet card operation by communicating with Part 135 operators, arrangement of catering and ground services, communications with vendors, and responding to requests after hours. This role is central to delivering reliable, high-quality trips for our members. You’ll also provide coverage support for flight following, sourcing and operational coordination when needed.

The ideal candidate has strong aircraft knowledge and/or prior Part 135 aviation experience, enjoys fast-paced problem solving, and communicates clearly with both operators and internal teams. The ideal candidate is available evenings and weekends.

Key Responsibilities:

After-Hours Communications

• Monitor and respond to member, client, and vendor communications during assigned after-hours shifts.
• Provide timely updates regarding trip logistics, schedule changes, and service requests.
• Escalate urgent operational issues to the appropriate team members when necessary.
• Maintain clear, accurate records of communications and service requests.
• Deliver exceptional customer service while managing multiple priorities.

Catering Coordination

• Arrange and confirm catering orders for scheduled flights and client travel needs.
• Communicate dietary restrictions, special requests, and service preferences to vendors.
• Verify order accuracy, delivery timing, and completion.
• Resolve catering-related issues promptly and professionally.

Ground Transportation Coordination

• Schedule and confirm ground transportation services for passengers and crew.
• Coordinate pickups, drop-offs, and itinerary changes with transportation providers.
• Monitor transportation status and proactively communicate updates to clients and internal teams.
• Ensure all transportation arrangements align with trip schedules and service standards.

Administrative Support

• Update internal systems with service requests, confirmations, and trip notes.
• Assist with vendor relationship management and maintain contact information.
• Support operational teams with after-hours administrative tasks as assigned.
• Contribute to process improvements that enhance service quality and efficiency.
• Track vendor performance, including reliability, quality, and customer feedback, and flag issues proactively.
• Escalate complex pricing or contractual issues to leadership when appropriate.
• Provide backup coordination for:
• Flight following and day-of-trip gap coverage (monitoring ETDs/ETAs, tail changes, delays, crew updates).
• Member support during disruptions, working with operators to recover trips efficiently.
• Assist with irregular operations (IROPs) and re-sourcing to protect the member experience.

Qualifications Required

• Excellent phone and email communication skills; confident, clear, and tactful with operators.
• Strong verbal and written communication skills.
• Excellent organizational and time-management abilities.
• Ability to remain calm and professional under pressure.
• Proficiency with Microsoft Office, Google Workspace, and communication platforms.
• Ability to work evenings, weekends, holidays, and rotating on-call schedules as required.
• High attention to detail and ability to manage multiple trips/quotes simultaneously.

Preferred Qualifications

• 1+ years of Part 135 operations, brokerage, dispatch, or fleet scheduling.
• Understanding of FAA Part 135 regulations and safety/compliance expectations.
• Experience supporting jet card or membership-based aviation programs.
• Experience coordinating travel, transportation, hospitality, or concierge services.
• Familiarity with aviation or private travel operations.
• Strong problem-solving and decision-making abilities.
• Customer-first mindset with exceptional attention to detail.

Core Skills & Attributes

• Operator-savvy communicator: You know how to get fast, accurate answers and build rapport.
• Calm under pressure: You prioritize well and stay solutions-focused during disruptions.
• Commercial mindset: You balance service, safety, and margin in every decision.
• Team-first attitude: Willing to jump into trip support and flight following when gaps occur.

Working Conditions

• Full-time role; schedule will occasionally require early/late coverage depending on trip volume.
• Ability and availability to work the occasional nights, weekends and holidays
• Fast-paced environment with time-sensitive decisions.
• Remote/hybrid eligible depending on location and team needs.

Why This Role Matters

This position directly affects member satisfaction, along with an excellent entry point for candidates interested in aviation, luxury travel, concierge services, and member experience operations. You’ll be a key part of the team ensuring every trip has catering, ground, at the right value, with the right vendors - while stepping in to keep operations seamless when coverage is needed.