Manager, Dispatch & Client Services
Aviation Group, Inc. / Axis Jet, Sacramento, CA, United States
Purpose
The 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 Coordinators
Key Responsibilities
1. Department Oversight & Operational Control
Oversee 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 improvement
Participate 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.
2. People Management & Administrative Ownership
Directly 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 coverage
Conduct 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 integrations
Manage team user licenses across various platforms
Manage 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.
3. Leadership, Strategy & Development
Lead 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
Qualifications
5+ 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 mindset
Proven ability to balance operational efficiency with high-touch customer service
Other 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 manager
Stock/re-stock catering in the office & in aircraft
As assigned by Axis Jet Leadership
#J-18808-Ljbffr
The 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 Coordinators
Key Responsibilities
1. Department Oversight & Operational Control
Oversee 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 improvement
Participate 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.
2. People Management & Administrative Ownership
Directly 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 coverage
Conduct 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 integrations
Manage team user licenses across various platforms
Manage 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.
3. Leadership, Strategy & Development
Lead 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
Qualifications
5+ 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 mindset
Proven ability to balance operational efficiency with high-touch customer service
Other 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 manager
Stock/re-stock catering in the office & in aircraft
As assigned by Axis Jet Leadership
#J-18808-Ljbffr