Join Our Team at Wheels Up

At Wheels Up, we're proud to be a global leader in on-demand private aviation. As one of the largest companies in the industry and a strategic partner of Delta Air Lines – we are committed to making private air travel safe, reliable, and enjoyable. With a diverse fleet of owned aircraft plus a global network of trusted charter operators, we offer our customers access to the right aircraft for their needs and the ability to fly on their terms.

And it doesn’t stop at private flights. Wheels Up also provides freight services, safety and security solutions, and managed services to individuals, businesses, government agencies, and more. Regardless of how, when or where you want to fly, our mission is simple; deliver a premium, personalized aviation experience for every customer.

Role Overview: What You’ll Be Doing

Wheels Up is looking for a world-class Coordinator, Key Accounts in Chamblee, Georgia, to join our team of dedicated and passionate professionals, fueled by the most powerful brand in private aviation, as we continue our mission of democratizing the private aviation space through cutting-edge technology and innovative product and service offerings.

The Coordinator, Key Accounts is a key contributor to the company’s goal of retaining our top corporate and individual clients. This position is the front-line communicator with the Company’s most valued customers and, as such, requires the highest level of customer service skills. Due to the smaller and more focused client portfolio, the coordinator is expected to know their clientele extremely well by way of establishing deep relationships and building consistency with this select group. In addition, this position requires a strategic and forward-thinking mindset to support the trip planning associated with our top customers. They are expected to anticipate and mitigate any potential issues for their clients’ trips through extreme attention to detail on every aspect of the trip. The coordinator is the internal/external champion for their clients, aiming to ensure every flight is flawlessly executed.

This position is responsible for collaborating with all teams within the MOC and must be able to confidently work in a fast-paced environment while remaining extremely detail-oriented. They must have the ability to prioritize flight disruption communication and be able to pivot quickly from immediate impact and communication to downline impact and mitigation planning.

Your Key Responsibilities (Essential Functions)

• Build a vast knowledge base of the client through the development of a deep working relationship
  • Construct and maintain robust profiles for each of the top-identified corporate and individual accounts
  • Communicate key information regarding the account to the Account Manager
  • Identify and manage the key decision makers/influencers for each client
  • Be empowered to “surprise and delight” this client base, creating opportunities to exceed expectations
•  Act as the front-line communicator and handler for all trip requests
  • Accept and log trip booking details from the client with 100% accuracy
  • Establish a trip booking confirmation process with every client and deliver trip sheets/itineraries that meet the clients’ confirmation expectations
  • Provide quotes, using a consultative approach, to ensure the client is offered the best aircraft fit and value for their trip
  • Anticipate the clients’ needs for a trip and make suggestions that will lead to an experience that exceeds expectations
  • Provide customers with detailed flight following notifications on all stages of the flight process
  • Ensure all passenger logistics are in order, to include catering and ground transportation
  • Understand the product offered to include aircraft specifications, terms and conditions of the clients’ Agreements, FAR’s and regulations, and how each impact the travel ribbon of the customer
  • Collaborate cross-functionally with operational teams to proactively identify and resolve service disruptions, develop mitigation strategies, and support the communication and implementation of recovery plans for members.
  • Serve as a client liaison during service interruptions or AOG events, taking full ownership of the resolution process with empathy, urgency, and a focus on timely outcomes.
  • Act as a Member advocate during day-of-operations scenarios, ensuring the delivery of clear, professional, and proactive communication that enhances Member satisfaction and trust.
•  Be the strategic planner and champion for all clients within the selected portfolio
  • Pre-plan every flight with an eye on areas of potential issues to include crew duty, weather, NOTAMS, TFRs, airport construction or constraints, Peak Day Travel Flex and MX concerns
  • Develop mitigation plans to avoid issues for every flight through collaboration with all teams to include Crew Scheduling, Aircraft Scheduling, Maintenance, Flight Control and Sales
  • Seek assistance from leadership, when needed, in a timely manner to help implement solutions that need to happen to mitigate an issue with this client base
  • Effectively communicate all pre-identified potential concerns to the MOC team and through pass-downs to ensure all parties are aware and are prepared to execute any pre-planned actions to mitigate member-facing issues
• Communicate with all relevant parties regarding the overall status of top client relationships
• • Collaborate with key parties to include Corporate Sales and Member Experience to ensure they are aware of any issues that may impact the retention of this client base
  •  Elevate any client service flare-ups or recurring negative feedback to senior leadership for resolution 

• Be a steady and interwoven team member in the MOC, attending all MOC briefings to understand the status of the operation and how this select client base may be impacted
• Perform all other duties and/or special projects as assigned by the Director of Key Accounts or higher authority

What You Bring to the Table: Education & Certification Requirements

We’re looking for someone who has a unique mix of experience, skills, and passion for what we do:

• High school diploma or GED required
• Prior customer service experience required.
• Proven ability to defuse challenging situations with empathy, maintaining professionalism and composure under pressure
• Exceptional verbal and written communication skills
• Strong organizational skills with the ability to multitask and prioritize in a dynamic environment
• Self-motivated with a continuous learning mindset and a proactive attitude
• Proficient in Microsoft Word, Excel, Outlook, Smartsheet, and Salesforce
• Flexibility to work varied shifts, including nights, weekends, and holidays
• Willingness to support escalated or urgent issues in an on-call capacity
• Ability to work independently and confidently in a fast-paced, detail-oriented environment
• Strong creative problem-solving skills and resourcefulness
• Proven ability to build and maintain positive, long-term relationships with both internal and external stakeholders
• In-depth knowledge of aviation operations and FAA Part 135 regulations

The Extras We Value (Preferred Requirements)

While not mandatory, here are some additional things that would make you stand out:

• Previous experience in high-touch or luxury customer service environments
• Associate degree or equivalent industry experience

What We Offer: Salary Range & Benefits

At Wheels Up, we believe in fair compensation based on experience, skills, and qualifications. The salary for this role ranges from $61,000 to $77,000, depending on a variety of factors. We don’t typically start individuals at the top of the salary range; your place within the range is based on what you bring to the table. Additionally, you may be eligible for a discretionary annual incentive program, which rewards individual and organizational performance.

We also offer a range of benefits designed to support your well-being and personal life, including:

• Tuition Reimbursement
• Competitive 401(k)
• Comprehensive Medical, Dental, and Vision Insurance
• Complimentary access to mental health and wellness counseling through Spring Health
• Financial planning assistance through WellCents
• A variety of additional programs and services in support of your total well-being

Everyone is welcome here

Each of us is unique, and that’s what makes us amazing. We believe there’s power in bringing people with different backgrounds, points of view and life experiences together. So, bring yourself and your best ideas. We provide equal employment opportunities (EEO). All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Because when we feel safe and comfortable being ourselves, there’s no limit to what we can achieve.

Need Accommodations?

If you have a disability or are a disabled veteran and need assistance with applying, please reach out to us at hr@wheelsup.com. Simply include “Accommodation Request” in the subject line so we can quickly address your needs.

We look forward to learning more about you and how you can contribute to the Wheels Up journey!