NetJets Crew Ground Experience Coordinator

About NetJets

Founded in 1964 and part of Berkshire Hathaway since 1998, NetJets is a leader in private aviation, renowned for pioneering fractional aircraft ownership. Serving a discerning international clientele, the company combines personalised service with a rigorous commitment to safety and operational excellence. As an employer, NetJets brings together pilots, maintenance specialists, operations professionals and client service teams, whose expertise underpins every journey. Its working environment places a premium on precision, discretion and collaboration, offering careers at the intersection of aviation and luxury service. For professionals drawn to exacting standards, NetJets represents an opportunity to contribute to a highly specialised, service-led business.

The Crew Ground Experience Coordinator supports NetJets’ crew food program, supplier coordination, and crew feedback management, escalating safety-sensitive concerns and driving improvements across the FBO ground experience. The role includes occasional travel to FBO locations and a flexible schedule.

Role & Responsibilities

• Review crew feedback daily through Rate-It and other channels, record FBO feedback in a centralized repository, and identify trends, recurring issues, positive service outcomes, and practices worth reinforcing.
• Escalate urgent, safety-sensitive, or service-degrading feedback to appropriate internal teams, including Safety, Training, FBO Operations, and crew leadership.
• Manage FBO and Service Hub Cabin Prep follow-ups arising from crew feedback, ensuring issues are acknowledged, addressed, and documented.
• Support daily crew food program operations and logistics, ensuring meals reach the correct location at the correct time.
• Manage crew catering workflow queues and track orders from initiation through fulfillment.
• Communicate crew food orders, confirmations, updates, and schedule-driven changes to primary and secondary catering suppliers.
• Provide status updates to crew members and resolve day-of issues that could affect crew readiness.
• Advise internal and external stakeholders on crew catering questions, feedback, and problem-solving; serve as the single point of contact for suppliers on tactical, day-of operational questions and service recovery.
• Keep supplier information and service details accurate and current.
• Liaise among crews, FBOs, Safety, Training, and operations teams to assess feedback, escalate issues, coordinate solutions, and provide timely updates through resolution and closure.
• Use reporting, dashboards, and feedback insights to contribute to improvements in the crew travel and ground experience.
• Travel occasionally to FBOs to support crew members, gather feedback, review trends in person, and discuss service expectations and improvement opportunities with FBO partners.
• Support other back-office and operational functions as assigned.

Qualifications

• Bachelor's degree in Aviation or a related field.
• 2–4 years of experience.
• Experience supporting operations, supplier coordination, or service management functions; aviation or crew services experience preferred.
• Ability to analyze survey results, identify actionable trends, and escalate findings appropriately to support continuous improvement.
• Ability to assess workplace dynamics and adapt communication strategies to enhance collaboration, productivity, and positive working relationships.
• Strong written and verbal communication skills, including the ability to manage time-sensitive, service-impacting issues.
• Ability to prioritize competing demands, manage multiple workflows, and respond effectively to evolving operational needs.
• Ability to manage and escalate safety-sensitive feedback professionally and urgently.
• Strong customer service orientation and a team-focused mindset.
• Flexibility to travel occasionally to operational locations (FBOs) to support business and operational requirements.
• Ability to work a flexible schedule.
• Working knowledge of Microsoft Office applications.
• Adaptability, collaboration, curiosity, a service-oriented approach, and a focus on positive results.

Skills

Experience

2–4 years of experience

Education

Bachelor's degree in Aviation or a related field

Workplace

Benefits

Medical, dental, and vision benefits, including no-cost options; healthcare advocacy; Employee Assistance Program; Flexible Spending Accounts; Health Savings Account with annual employer contribution; wellness programs and discounts; paid time off; parental leave; life and accident insurance; voluntary financial protection benefits; 401(k) plan with a 67% match on eligible standard elective deferral and catch-up contributions (super catch-up contributions are not eligible for the employer match); short- and long-term disability; legal plan; identity theft protection; pet insurance; and family and caregiving support.

Culture

NetJets’ workplace culture is shaped by the exacting demands of private aviation, with safety, operational precision and discreet, personalised service at its core. Its environment calls for close collaboration among flight crews, operations teams and client-facing professionals, combining technical expertise with the responsiveness expected by a discerning international clientele.

About Cerulean

Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.