Program Administrator, Client & Employee Experience

Administrative, Los Angeles, CA (VNY)

 Clay Lacy Aviation is looking for an experienced Program Administrator of Client &Employee Experience for our full-service FBO at Van Nuys airport. If you meet the minimum requirements and are goal-oriented, dedicated, proactive, and enjoy a customer-centric culture, we would be delighted to get to know you better.

Clay Lacy Aviation has been providing private jet services around the globe since 1968. Taking pride in the pursuit of perfection is at the center of everything that we do. Our most valuable asset is our experienced team. If you are goal-oriented, dedicated, proactive, and enjoy a customer-centric culture, we would be delighted to get to know you better.

 Position Summary

  • Full-time, Hybrid-Van Nuys, CA
  • Compensation: $77,000-$108,000

 The Program Administrator of Client & Employee Experience is responsible for the planning, coordination, and program management of a wide range of employee and customer initiatives to advance the company’s mission, principles, and growth. This includes, but is not limited to, improving the employee and customer experience, increasing employee engagement, providing employee coaching with special focus on ensuring employees are aware of, and utilizing the digital tools available to increase their efficiency, understanding and performance.

Duties and Responsibilities

Program Management

  • Support day-to-day progress on large-scale employee and customer experience projects and initiatives, collaborate with cross-functional teams, and provide support on planning and execution addressing the company’s business and employee needs.
  • Assist and maintain processes to manage scope over project lifecycle, setting project quality and performance standards across multiple employee and customer experience projects. Identify risks and project management best practices and outline key milestones and tasks to help achieve objectives and priorities and report status to stakeholders.
  • Improve existing processes and analytics by providing support to departments in embedding employee and customer experience programs and platforms in day-to-day and long-term operations.
  • Support the employee digital experience strategy for the Client & Employee Experience Team, which includes but is not limited to the employee intranet and chosen technology platforms.

Client and Employee Engagement and Integration 

  • Serve as an internal employee and client experience mentor and ambassador to strengthen our culture, uphold values, and receive feedback across the company, sharing as appropriate with leadership to effectuate change.
  • Provide support through the employee coaching program by coaching 1-on-1, small groups, and large-scale opportunities.
  • Subject Matter Expert working with the IT Department to help mentor various departments in technology.  Identify future opportunities and improve processes that drive the technical direction of employee and customer programs to bridge the gap between employees and technology ensuring digital progression of the company.
  • Works as a gateway and ongoing resource for new employees and customer integration.

Adopt and Support Client and Employee Strategy 

  • Partner with Client & Employee Experience leadership to plan, execute, and manage surveys, focus groups, and other feedback mechanisms to gather feedback, and identify areas for improvement such as communication, engagement, development, and culture.
  • Provide support to departments by collaborating with the marketing department to ensure the company’s digital communications are current, reflect the brand, culture, and values, and continue to be a relevant platform for employees and customers.
  • Track Key Performance Indicators (KPI’s) that monitor the health of employee and customer experience programs and turn them into actionable plans (data analytics).
  • Serve as a liaison with other departments to provide internal communication regarding employee and customer experience expectations, goals, improvements, resources, and programs to meet company needs effectively.
  • Advocate the utilization of the Continuous Improvement Program and assist the Program Lead with updates, videos, and communications.

Required Education and Experience

  • A bachelor’s degree with 2 years of project administrator experience or equivalent combination of education and experience.
  • Preferred education and experience include proven project management experience, preferably in business aviation or other industry serving ultra-high net worth individuals, and
  • additional certification (PMP or CAPM, coaching) is a plus.
  • Above average to advanced knowledge & prior experience with MS Sharepoint, MS Suites of products for enhanced productivity.

 Benefits

We are committed to supporting employees in their adoption of a healthier and more active lifestyle. We understand the contribution each employee makes to our accomplishments and so our goal is to provide a comprehensive program of competitive benefits to attract and retain the best employees available.

Through our benefits programs, we strive to support the needs of our employees and their dependents by providing a benefit package that is easy to understand, easy to access, and affordable for all our employees.

Our benefits are a valuable part of the total rewards that Clay Lacy Aviation offers you and your families. We offer you a robust benefits package and other resources that help you take care of yourself and your family.

  • Health Insurance – HMO and PPO options available
  • Dental Insurance – HMO and PPO options available
  • Vision Insurance
  • Life Insurance
  • Paid Vacation/Time Off
  • Paid Sick Time
  • Paid Holidays (9)
  • 401K Plan
  • Floating Holidays (2)
  • Pet Insurance
  • Identity Theft Protection Services
  • Employee Discounts to retailers, restaurants, and theme parks
  • Uber for Business

Equal Opportunity Employer

Clay Lacy Aviation provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

All applicants must submit to a pre-employment drug screen and background check.

 

About Clay Lacy Aviation

Founded in 1968 by legendary aviator and industry pioneer Clay Lacy. Today, Clay Lacy Aviation is considered the world’s most experienced operator of private jets. Prominent individuals and leading corporations trust Clay Lacy for aircraft management, charter, maintenance, avionics, interiors, and FBO services. The company has aircraft operations and regional offices across the U.S., including full-service FBOs in Los Angeles and Orange County, and aircraft maintenance centers in Los Angeles, San Diego, and Oxford, Connecticut. With the most knowledgeable team in the industry, Clay Lacy delivers superior safety, service, and value to aircraft owners and jet travelers worldwide. Visit claylacy.com