Manager, Dispatch & Client Services

PurposeThe Manager of Dispatch & Client Services is responsible for the overall performance, compliance, and effectiveness of the company’s scheduling, dispatch, and client/owner service functions. This role provides operational oversight, leads and develops dispatch personnel, and ensures safe, efficient, and service-driven execution of all flight operations in accordance with FAA regulations and company standards.Direct Reports: Dispatch / Customer Service CoordinatorsKey ResponsibilitiesDepartment Oversight & Operational ControlOversee daily scheduling and dispatch operations to ensure safe, compliant, and efficient flight execution across all aircraft and missions Ensure all flights are properly planned, released, and supported in accordance with FAA regulations and company policies Maintain operational control standards in coordination with the Director of Operations and Chief Pilot Enforce quality control standards for: Flight itineraries and trip accuracy Flight following and situational awareness Trip execution timelines and service delivery Oversee coordination of all owner and charter trip logistics including fuel, handling, catering, ground transportation, and international requirements Ensure proper utilization of aircraft and crew scheduling to balance safety, efficiency, and customer needs Monitor and improve cost control measures including fuel purchasing strategies, vendor selection, and operational efficiency Ensure all dispatch systems, tools, and records (flight, crew, and operational data) are accurate, current, and audit-ready Oversee charter sales activities, ensure monthly goals are met, and identify areas of opportunity for improvementParticipate in weekly leadership meetings to raise awareness, risks, issues, and work through solutions Provide department reporting on team performance, firs-time clients, new leads, charter sales metrics, etc.People Management & Administrative OwnershipDirectly manage and supervise dispatch and customer service personnel, including hiring, onboarding, training, and performance management Establish clear roles, responsibilities, and accountability across the dispatch team Develop staffing plans, shift coverage models, and workload balancing to ensure consistent operational coverageConduct regular performance reviews, coaching, and corrective action as needed Serve as the primary escalation point for operational and personnel issues within the dispatch function Ensure team adherence to company policies, SOPs, and regulatory requirements Partner with HR and leadership on employee development, engagement, and retention initiatives Maintain department documentation including SOPs, training materials, and process standards Maintain accuracy of online fleet listings such as Avinode, company website, etc. including subscriptions, billing, aircraft setup, configurations, and integrationsManage team user licenses across various platformsManage Avianis user access roles and permissions, aircraft set up, client account notes, ensure accurate and complete data preservation within the software for use in reporting tools and metrics, serve as main point of contact for service issues, failures, escalations to Avianis support.Leadership, Strategy & DevelopmentLead the evolution of the dispatch function from task-based execution to a proactive, systems-driven operation Develop and implement standardized processes, workflows, and best practices to improve efficiency and consistency Drive adoption and optimization of dispatch and scheduling systems to ensure data integrity Evolve and track key performance indicators (KPIs) for the department (e.g., response time, trip accuracy, utilization, efficiency, sales metrics, service quality) and regularly report on performance Identify operational risks, gaps, and inefficiencies, and implement corrective strategies Collaborate cross-functionally with Maintenance, Flight Operations, and Leadership to align priorities and improve communication Support business growth initiatives including charter sales coordination, fleet expansion, and service enhancements Foster a high-performance, service-oriented culture aligned with company values and client expectations Qualifications5+ years of experience in aircraft dispatch, scheduling, or flight operations (Part 135 preferred) 2+ years of leadership or supervisory experience FAA Aircraft Dispatcher Certificate preferred Strong knowledge of Federal Aviation Regulations (FARs), particularly Part 135 operations Experience with flight operations software (e.g., Avianis, FOS, FL3XX, or similar) Demonstrated ability to lead teams in a fast-paced, high-accountability environment Strong communication, decision-making, and problem-solving skills Curiosity and continuous improvement mindsetProven ability to balance operational efficiency with high-touch customer serviceOther Duties:  Answering phones and managing on-call/after-hours coverage Support or back-up Flight Operations with administrative tasks such as 12-5 program management, master crew list, customs decals, etc. Support coordination and communication of scheduled and non-scheduled aircraft maintenance with aircraft owners and the maintenance department managerStock/re-stock catering in the office & in aircraftAs assigned by Axis Jet Leadership