** THIS POSITION IS LIMITED TO APPLICANTS LOCATED IN THE FOLLOWING GEOGRAPHIC LOCATIONS ONLY: CA, GA, FL, TN, OR, NV, HI, CO, MA ***

Who We Are

PS is a luxury hospitality company that builds and operates private terminals for commercial flights. PS currently operates at Los Angeles International Airport and Hartsfield-Jackson Atlanta International Airport and is developing new terminals at Dallas Fort Worth International Airport and Miami International Airport. Far removed from the chaos of the surrounding airport and just steps away from the airfield, PS offers the ease, privacy, and security of the private flight experience for commercial travel.

With unprecedented access, PS has the only private partnership with both TSA and Customs and Border Protection, our guests move seamlessly through arrivals and departures. A team of expert Agents works behind the scenes to choreograph every step of the pre- or post-flight experience. Sail through our private, line-free TSA screening, access dedicated customs and immigration services on arrival, and relax as our trained drivers escort you across the airfield directly to/from your aircraft. All without stepping inside the Airport. Guests also enjoy private suites, chef-prepared food, spa services, and more, all while our Control Room coordinates with government, security, and airline officials to ensure the utmost efficiency, safety, and privacy.

Waiting in lines, maneuvering through crowds, and handling unwieldy luggage are things of the past at PS. So is the airport experience you’ve come to know. PS is a new alternative to commercial air travel, with unwavering service, seamless access, and inspired experience.

PS aims to be in every major airport in the US.

The Role

The Member Services Team is the reservation engine of PS, responsible for making and modifying PS reservations through proprietary reservation software. Each team member is responsible for providing an exceptional customer service experience when communicating with guests via phone, email and text about reservation details, information and more. The Member Services Team is responsible for coordinating with multiple internal and external entities to collect personal and confidential travel related details in a timely manner to process, confirm and modify reservations. They are well versed in PS terms and conditions and relevant travel regulations. They handle day-of travel communications and facilitate communication of any concerns or issues internally and with guests and third parties. PS clients are prominent, influential individuals who access PS services because they require an elite level of protection and service. They expect the highest level of hospitality and customer service at every interaction.

We are seeking a Member Services Manager who is energetic, enthusiastic, and hardworking to join our growing team. The Manager will manage roughly 8-10 individuals on the Member Services Team including Supervisors, Associates and Coordinators. The Manager will report to the department Director.

The right candidate will have experience managing remote customer service teams and have strong customer service experience within the luxury travel industry. The Manager should be personable, compassionate, and motivating as they will be responsible for all aspects of a strong and positive team culture while supporting the goals of a fast-paced, growing company.

The right candidate should be driven by providing exceptional customer service experience at every opportunity. By understanding the PS operation and the guest’s preferences they will be able to identify opportunities to delight guests and anticipate reservation issues before they arise.

Responsibilities & Expectations

• Effectively and energetically manage a team of remote member service team members across multiple time zones.
• Manage daily execution of the Member Services team responsibilities.
• Coach and train team members on phone, email and text etiquette on an ongoing basis.
• Provide consistent detailed reporting to department Director.
• Monitor and manage operational KPIs for the Member Services Team.
• Ensure that all SOPs are being adhered to and refined for improvement.
• Motivate team members to achieve exceptional, individual performance metrics aligned with department and company goals.
• Effectively manage underperforming team members.
• Lead one-on-one meetings with individual team members.
• Lead effective and motivational weekly team meetings.
• Drive seamless member onboarding, and positive member experiences across all Member Service segments.
• Execute implementation of strategies that drive member satisfaction, retention and revenue to increase membership renewal, increase member usage and reduce churn.
• Support the execution of training and development to grow the next generation of leaders in the company.
• Strategize with department Director to improve and sustain team culture, efficiency, workflow and processes.
• Personally handle high touch client escalations and recoveries.

Required Skills

• Management
• Luxury Travel Reservation Processing
• Scheduling
• Customer Service
• Customer Engagement
• Customer Satisfaction
• Plus One Hospitality
• Creative Problem Solving
• Resource Allocation
• Product Knowledge
• Operational Experience
• Customer Success
• Change Management
• Membership Retention
• Analytics
• Product Optimization
• Presentations

Requirements

• 3+ years of experience in a luxury customer service/hospitality related field.
• 3+ years of management experience or certified management training in luxury customer service/hospitality related field.
• 2+ years of experience managing remote customer service teams.
• Must possess both excellent written and verbal communication skills.
• Experience working in a team environment – team player
• Experience working with high-level executives and HNWI in a luxury travel or luxury retail industry.
• Strong organization skills and attention to detail.
• Strong technological, analytical, and problem-solving skills.
• Able to proficiently use Microsoft Office and quickly learn other software platforms.
• Able to work in a dynamic environment and be part of a growing business open 24/7.
• Minimum education requirement of High school Diploma/GED.
  
• Pass a pre-employment drug screening + background check.
• Collection of SSN as part of the background check process will be required.
• Must be authorized to work in the United States.
• PS is a 24-hour facility and as such we require fully open schedule availability and flexibility for all positions within our operations departments, including weekends, holidays, and early morning/late evening shifts.

Full Time Employee Benefits

• Employee benefits include medical, dental, vision, life insurance, long-term and short-term disability
• 401K retirement plan with company matching
• Health and Dependent care FSA and HSA with company matching
• Merit-based raises and bonuses
• Unlimited PTO
• Monthly wellness and health reimbursement
• Cell phone expense reimbursement
• Paid training
• A great career path with promotion opportunities
• Tier 2 PS Use benefits

Salary range of $75,000 - $85,000/annually (based on experience). This is a full-time, exempt role.

PS is an equal-opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis. PS considers for employment qualified applicants with criminal histories consistent with applicable federal, state, and local law.