Charter Support Coordinator

ABOUT AERO

By reimagining premium travel from the ground up, Aero offers a radically enhanced air travel experience - focusing on exclusivity, design, convenience, and personalized service. Aero integrates scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform, delivering a seamless end-to-end experience that neither traditional airlines nor private jet companies have achieved.

At Aero, we are on this journey together. We turn off the lights, spend carefully, and welcome everyone like guests in our own home. We share ideas big and small to make Aero better. We take pride in a job well done and in the company that we are building together. Aero is ours.

ABOUT THIS ROLE

Aero is looking for a Charter Experience Coordinator to join the team! As a member of our Charter Team, reporting to our Charter Sales and Support Manager, you will be responsible for managing the day-to-day logistics of Aero’s private charter operations. In this role, you will liaise with the Directors of Charters, sales team, Aero crew members, charter brokers, vendors, Aero’s Operations Control Center (OCC) and - most importantly - with our guests. By building strong relationships with Aero’s charter guests, you will understand their needs and ensure that we deliver an elevated experience.

RESPONSIBILITIES

• Serve as the primary point of contact for charter guests and charter brokers, ensuring seamless communication throughout the lifecycle of each trip.

• Review and coordinate incoming charter requests, supporting the vetting and execution of charter operations.

• Coordinate all pre-flight logistics, including trip briefings, catering, aircraft stocking, ground handling, fueling, servicing, and aircraft presentation.

• Ensure all trip documentation is received, distributed to appropriate crew members, and maintained in accordance with company procedures.

• Collaborate closely with Flight Attendants to communicate guest preferences, special requests, catering details, and onboard inventory needs.

• Monitor charter operations to proactively identify potential issues, communicate updates, and escalate concerns to leadership as appropriate.

• Partner with the Operations Control Center (OCC), Ground Operations, Flight Operations, and third-party vendors to ensure flights operate safely, efficiently, and on schedule.

• Coordinate with Fixed Base Operators (FBOs), handling agents, catering providers, and other service partners to deliver a premium guest experience.

• Verify crew duty and flight time compliance with applicable regulations and company policies.

• Maintain accurate operational records, guest preferences, and trip documentation.

• Identify opportunities to improve charter operational processes, workflows, and service standards.

• Support additional operational initiatives and special projects as assigned.

JOB REQUIREMENTS

• Bachelor's degree or equivalent work experience in aviation, hospitality, luxury travel, logistics, or a related field.

• 2-5 years of experience in aviation operations, charter operations, customer service, hospitality, travel coordination, or a similar fast-paced operational environment.

• Exceptional organizational and time management skills, with the ability to manage multiple priorities and meet tight deadlines.

• Strong attention to detail and commitment to accuracy when coordinating flight logistics, documentation, and guest requests.

• Excellent verbal and written communication skills with the ability to build relationships with guests, brokers, vendors, and internal stakeholders.

• Proven ability to deliver high-touch, premium customer service while maintaining professionalism and discretion.

• Comfortable working cross-functionally with flight operations, ground operations, catering vendors, Fixed Base Operators (FBOs) and external partners.

• Knowledge of flight planning, trip support, or aircraft dispatch processes.

• Ability to identify operational issues proactively and escalate appropriately while maintaining a calm, solutions-oriented approach.

• Proficiency with Microsoft Office Suite (Excel, Word, Outlook) and experience using operational, scheduling, or CRM systems.

• Ability to work in a dynamic environment where priorities can shift quickly and flexibility is essential.

• Ability to maintain confidentiality when handling guest information and sensitive operational details.

• This is a full-time, hybrid position, requiring regular presence at Aero's office and operational facilities to support day-to-day charter operations.

• Ability to work a flexible schedule, including evenings, weekends, holidays, and occasional late nights, based on operational and guest needs.

• Ability and willingness to travel as needed to support charter operations, guest experience initiatives, and other business needs.

• Passion for delivering exceptional guest experiences in a premium service environment.