Customer Experience Training Manager

Position Summary

We are seeking a highly skilled and strategic Customer Experience Training Manager to lead the design, implementation, and management of customer experience training programs with a primary focus on the US region. The ideal candidate will bring extensive experience in hospitality operations, instructional design, and leadership, with a proven ability to drive service excellence across diverse teams. This role demands a proactive leader who can balance high standards with innovation, manage multiple stakeholders, and ensure training initiatives align with both regional and global company objectives. Frequent travel within the US and occasional international travel will be required to support and develop teams on-site.

This role is an office-based position, on a hybrid schedule, working at least four times weekly from the office. Our ideal candidate will work from our corporate office location in West Palm Beach, FL. The posted salary ranges will default to that of your regional location and will not include any premiums. The baseline range for this exempt position will be as follows: $72,000 - $98,000 annually, plus a performance-based bonus up to 10% of annual salary.

Lead, Grow and Make an Impact at Jet Aviation

We are fueling the future of global flight with passion, driving rapid growth and reshaping the business aviation industry. As we scale and rewrite history, we need leaders who can accelerate this momentum. This is your chance to be part of something extraordinary, leading in a high-impact environment.

Opportunity to lead and shape customer experience training with a significant impact on the US market. Dynamic and international work environment with extensive travel opportunities. Leadership role with autonomy to drive meaningful training initiatives. Be part of a team committed to excellence, innovation, and professional growth. If you are passionate about hospitality, training, and making a meaningful impact, we’d love to hear from you!

Key Responsibilities

• Leadership & Strategic Accountability: Own and drive the development, execution, and performance of customer experience and service training programs, with a strong focus on the US, ensuring full alignment with global CX strategy, operational standards, and the brand promise under the leadership of the Global Director Customer Experience.
• Regional Ownership: Act as the accountable CX Training Lead, notably in the US, responsible for elevating service delivery across all locations through on-site coaching, quality audits, and hands-on operational support as part of the global CX leadership team.
• Global & Cross-Functional Alignment: Partner closely with Global CX, Operations, HR, Safety, Brand, and regional leadership teams across multiple time zones to ensure training content, service standards, and delivery models are consistently implemented and continuously improved, particularly in the US market.
• Program & Resource Management: Hold end-to-end responsibility for training programs, with a strong focus on the US, including planning, budgeting, scheduling, vendor management, and resource allocation, while ensuring full compliance with global governance, audit, and safety requirements.
• Performance & Continuous Improvement: Be accountable for training impact by monitoring service KPIs, customer feedback, audit results, and employee performance data, translating insights into concrete improvements to programs, tools, and behaviors, notably across US operations.
• People & Capability Development: Lead, mentor, and develop training managers, specialists, and facilitators, particularly within the US, building a high-performing, future-ready training organization fully aligned with global CX priorities.
• Change & Adoption Leadership: Drive the rollout and adoption of global CX initiatives, tools, and methodologies, with a strong focus on the US, ensuring strong local buy-in while safeguarding consistency, governance, and brand standards across all regions.

Required Skills and Qualifications

• At least 5 years progressive experience in hospitality, aviation, or premium service environments, with leadership responsibility for training, service delivery, and operational excellence.
• Strong understanding of customer experience management and the specific dynamics of the US service market within a global organization.
• Demonstrated ability to operate autonomously while being fully accountable for the local execution of global strategies.
• Track record of successfully working across departments (Operations, HR, CX, Safety, Brand) and across international time zones.
• Excellent communication, facilitation, and stakeholder-management skills, with the ability to influence senior leaders and frontline teams alike.
• Strong strategic, analytical, and project-management capabilities, including budget ownership and performance tracking.
• High level of comfort with digital training platforms, LMS, and e-learning technologies.
• Willingness and ability to travel extensively within the US and periodically internationally.

Additional Details

Jet Aviation is committed to selecting the best leaders through a thorough and structured hiring process. Candidates who move forward will engage with executive leadership and key stakeholders in a multi-stage review process. As part of our commitment to safety and security, all selected candidates must successfully pass pre-employment requirements before finalizing employment.