Service Hub Strategy and Planning Manager

West Star is the fastest-growing maintenance, repair organization in the industry, and we recognize this is the result of our talented team of trusted employees working together to deliver customer service excellence. We are committed to providing our employees with personal and professional growth opportunities while fostering a culture of respect and well-being with a small company feel.

What you can expect as a Service Hub Strategy and Planning Manager at West Star:

The Service Hub Strategy and Planning Manager plays a critical role in driving operational excellence across our DAL, PBI, MDW, LAS, and VNY Service Hubs. This individual will serve as a subject matter expert on Service Level Agreements (SLAs), ensuring all performance metrics are closely monitored and aligned with strategic goals.
Key responsibilities include tracking and analyzing SLA-related data, identifying trends, and supporting decision-making that directly impacts Unscheduled AOG Duration, Performance to Plan (P2P), and Deferred Maintenance Items (DMI). Success in this role requires a strong attention to detail, a data-driven mindset, and a commitment to continuous improvement across all service hub operations.

You will be ESSENTIAL to many FUNCTIONS, including:

• Provide detailed updates every 4 hours to personnel at the DAL, PBI, MDW, LAS, and VNY Service Hubs.
• Review Remaining Over Night (RON) reports to identify Minimum Equipment List (MEL) items that can be cleared or require parts ordering.
• Collaborate at the start of each shift with the Supervisor/Lead and NetJets Site Manager to develop a safe and timely Return to Service (RTS) plan aligned with SLA parameters for all Service Hubs.
• Identify and report all MELs that are not properly set up or remain unassigned across work orders.
• Track and report all unmet Performance to Plan (P2P) lines at each Service Hub.
• Track and report all Out-of-Service (OOS) maintenance lines that are not met at each Service Hub.
• Prioritize and coordinate the setup of accurate maintenance lines with the Maintenance Control Center (MCC), based on the tally sheet.
• Maintain high attention to detail when updating MxNet and managing email communications.
• Coordinate manpower scheduling with the Supervisor/Lead to minimize unbilled labor hours.
• Summarize gains and losses for all maintenance events during your shift across the DAL, PBI, MDW, LAS, and VNY Service Hubs.
• Provide management with updates on scheduling efficiencies and process improvement opportunities.

Measures Of Success:

• MxNet is consistently monitored and updated to reduce inquiries from MCC and NetJets Site Managers.
• Aircraft Out-of-Service (OOS) metrics are met consistently.
• MEL clearing rate goals are achieved.
• Manpower is scheduled effectively to meet fluctuating demand.
• Maintenance lines are accurately set up for AOG and line planning aircraft, enabling timely troubleshooting, parts ordering, and installation.
• Professionalism, organization, teamwork, and flexibility are demonstrated daily.
• Timely updates are delivered to Service Hub teams to keep all personnel informed.
• Communication is clear and effective with Site Managers at DAL, PBI, MDW, LAS, and VNY, as well as internally within West Star leadership and staff.

Qualifications

What you’ll need to bring with you:

Your Education

• A high school diploma or equivalent is required.
• A&P license is required.
• A valid driver’s license approved for airline travel and/or a valid passport is ideal but not mandatory.
• Aircraft-specific factory training is preferred.

Your Experience

• Ability to report to work per assigned shift schedule, including overtime and weekend assignments.
• At least 5 years of experience working as an A&P mechanic.
• Experience with various models of corporate aircraft.
• Experience with Microsoft Office 365 products required.
• Your Initiative:
• We’re looking for a team player who is self-motivated and able to perform in a fast-paced environment where working under specific deadlines and time constraints is common.

Your Sense Of Responsibility:

• Be available to cover other Strategy and Planning Manager shifts as needed, including extended hours or coverage during scheduled days off.
• Notify your supervisor in advance if you’re unable to work your assigned shift.
• Maintain reliable transportation to ensure timely arrival at work each day.
• Perform all duties in compliance with Federal Aviation Administration (FAA) regulations.
• Adhere to all company policies and safety procedures while on duty.
• Demonstrate a customer-focused approach in all work habits and interactions.
• Effectively manage and direct the workflow of multiple projects simultaneously.
• Be able to read, write, and communicate clearly in English.
• Exhibit strong communication skills across all levels of the organization.
• Collaborate effectively with other departments to support cross-functional goals.
• Stay highly organized and maintain strong attention to detail.
• Show a strong sense of urgency and commitment to meeting performance goals.
• Be proficient in Microsoft Office 365 applications (e.g., Outlook, Excel, Word, Teams).
• Be capable of learning and mastering new computer-based maintenance programs.

Other Particulars:

Physical Requirements

• Routine walking, bending, squatting, or sitting.
• Repetitive physical motions with arms and hands.
• Personal computer operations on Apple and Microsoft products, especially Outlook, Word, and Excel spreadsheets.

Mental Requirements

• Understanding and implementing regulations and guidelines.
• Troubleshooting or evaluating system operation.
• Working with others professionally.
• Coordinating projects.
• Team management skills.

The items listed above include the main requirements for this position to be successful but are not limited to other duties that may arise over time. The person applying for this position must understand that objectives, responsibilities, and requirements could change to improve success for the company and the individual.

West Star Aviation is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.