Concierge Manager

Description The Base Manager serves as the primary on-site leader and point of contact for Jet Card clients, aircraft owners, and business partners at the assigned base location. This role is responsible for delivering a consistently exceptional, 5-Star client experience while supporting the Regional Vice President in the management of aircraft owner relationships through regular interaction and communication. In addition to directly managing the Client Relations team and Line Technicians at the base, the Base Manager is responsible for fostering a unified, service-driven culture in partnership with Jet Linx maintenance, flight crew, and operational teams. The position ensures base operations are coordinated, facilities are maintained to Jet Linx standards, and client interactions are executed with precision, anticipation, and attention to detail to support a premium ownership and travel experience. Duties & Responsibilities: Client Experience & Relationship Management Own the end-to-end client and owner experience at the base, including quoting, trip logistics, communication, and in-person interactions at departure and arrival. Deliver a personalized, high-touch service experience aligned with Jet Linx 5-Star service standards, anticipating client preferences and needs. Respond promptly and professionally to client and owner inquiries, coordinating with the Regional Vice President as needed. Conduct pre- and post-flight outreach to ensure client satisfaction and address any service concerns. Proactively engage with current and inactive flyers to promote, sell, or upsell Jet Linx services and partnerships. Base Operations & Service Standards Ensure base facilities—including lobby, meeting spaces, work areas, entryways, and restrooms—are clean, organized, functional, and maintained to Jet Linx service standards. Maintain aircraft stock, lobby amenities, and office supply inventories in accordance with established standards. Offer knowledgeable recommendations for local attractions, dining, and events, both locally and at destination locations. Coordinate trip-related billing, including determining costs for requested services and arranging post-flight invoicing. Team Leadership & Scheduling Provide daily direction and scheduling oversight for base team members, ensuring consistent adherence to Jet Linx service standards. Manage team schedules, PTO requests, expenses, and regular one-on-one meetings. Partner with the Regional Vice President on coaching, performance feedback, and development conversations. Ensure the Client Relations team provides regional support as directed by the Central Team. Cross-Functional Coordination Collaborate with Flight Operations, Maintenance, and Crew teams to ensure service standards are met or exceeded and to proactively identify potential issues. Support Jet Linx crew with trip preparation, including building and ramp access, aircraft stocking, cleaning coordination, and similar operational needs. Partner with the Central Concierge team on training, policy updates, and invoicing support as needed. Issue Resolution & Compliance Proactively document, communicate, and resolve service issues and complaints, including OSA resolution, escalating as appropriate. Safely operate client and owner vehicles on Jet Linx property, including around aircraft and ground equipment, when required. Maintain accurate client and owner profiles, preferences, and expectations within Jet Linx systems. Administrative & General Responsibilities Maintain regular and predictable on-site attendance. Demonstrate Jet Linx core values and “Supply the High” in all interactions. Perform other duties as assigned. Knowledge, Skills & Abilities: Strong ability to deliver service in alignment with Jet Linx-defined 5-Star standards Exceptional interpersonal, verbal, and written communication skills Proven ability to build and maintain effective client relationships Strong organizational skills with attention to detail in a fast-paced environment Ability to manage multiple priorities and adapt to frequent changes Proficiency in Microsoft Office, FOS, Elevate, and related systems Ability to work independently and collaboratively across teams Ability to maintain confidentiality and exercise sound judgment Flexibility to work non-standard hours, including nights, weekends, and holidays Education and Work Experience: Associate degree or equivalent experience in hospitality or a related field preferred Minimum of three years of professional customer service experience required Prior people management experience preferred Aviation industry experience or demonstrated interest preferred Physical Requirements: Majority of work performed in a standard office and hangar environment Ability to stand, walk, sit, talk, and hear to perform essential job functions Ability to lift up to 25 pounds on an infrequent basis Documentation Requirements: Ability to obtain a U.S. driver's license Proof of eligibility to work in the US Compensation : Jet Linx offers a competitive compensation and benefits package to team members.  Starting base annual salary for this position ranges from $77,000 to $109,000 . Actual base salary provided is dependent upon geographic location, aircraft size (crew positions), relevant education, training and experience of the candidate.  Our comprehensive benefits package includes health, dental and vision insurance, 401(k) with 6% company match, paid time off and company paid life and short-term disability coverage.

Kyowa Kirin is a fast-growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease.  A Japan-based company, our goal is to translate science into smiles by delivering therapies where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, North Carolina, and Mississauga, Ontario. Summary of Job: The North America Head of Medical Affairs Operations & Excellence is a senior leadership role responsible for advancing the strategic, operational, and organizational effectiveness of the North America Medical Affairs function. With regional accountability and strong partnership across Global Medical Affairs, this leader drives integrated planning, governance, resource optimization, performance management, and execution excellence to support the organization's scientific and business objectives. The role provides leadership and oversight for Medical Affairs operations and directly manages the North America Medical Affairs Project Management team. As a key member of the Medical Affairs leadership ecosystem, the Head of Medical Affairs Operations & Excellence partners closely with regional and global stakeholders to align priorities, enable cross-functional execution, optimize portfolio delivery, and foster a culture of continuous improvement, scalability, and operational rigor across the organization. Essential Functions: Medical Affairs Operations & Strategy Enablement * Lead the design, implementation, and continuous improvement of Medical Affairs operational models across North America. * Translate Medical Affairs strategy into integrated operational plans, timelines, and execution frameworks across therapeutic areas and assets. * Partner with North America Medical Affairs leadership to support annual planning, goal setting, prioritization, and resourcing decisions. * Enable effective execution across the Medical Affairs portfolio by driving clarity of roles, responsibilities, decision rights, and interdependencies. * Provide regional accountability for North America Medical Affairs systems and tools (e.g., planning, tracking, and performance management platforms), ensuring fit-for-purpose use, alignment with global standards, and continuous optimization. * Oversee North America Medical Affairs operating budgets, including planning, forecasting, tracking, and optimization of spend in partnership with Finance and Global Medical Affairs counterparts. * Oversee promotional/non-promotional review process Project Management & Execution Excellence * Oversee a team of Medical Affairs project managers responsible for planning and execution of key Medical Affairs initiatives, programs, and milestones. * Establish standardized project management methodologies, tools, and best practices across Medical Affairs. * Ensure consistent tracking, reporting, and escalation of risks, dependencies, and execution issues across the portfolio. * Drive on-time, high-quality delivery of Medical Affairs initiatives through strong governance and disciplined execution.  Governance, Processes & Ways of Working * Lead Medical Affairs governance forums and operating rhythms, including portfolio reviews, planning meetings, and leadership updates. * Establish and maintain clear processes for intake, prioritization, execution, and decision-making across Medical Affairs activities. * Partner with Regulatory, Legal, Compliance, and other functions to ensure Medical Affairs operations align with internal policies and external requirements. * Drive simplification and efficiency by identifying and addressing process gaps, redundancies, and operational pain points.  Performance Management & Insights * Define and implement performance metrics, dashboards, and reporting to track Medical Affairs execution, impact, and resource utilization. * Enable data-driven decision-making through clear insights into progress, risks, and outcomes. * Support continuous improvement by using performance insights to inform planning, prioritization, and operational enhancements. * People Leadership & Capability Building * Lead, develop, and mentor a team of Medical Affairs project managers, fostering a culture of accountability, collaboration, and operational excellence. * Build project management and operational capabilities across the Medical Affairs organization through training, coaching, and best practice sharing. * Support talent development, succession planning, and future capability needs as the portfolio and organization evolve.  Cross-Functional Leadership & Strategic Partnership * Serve as a strategic operational partner to the North America Medical Affairs Leadership Team, Therapeutic Area and Asset Leads, and Medical Affairs functional leaders. * Foster alignment, transparency, and effective execution across Medical Affairs, including Project Management, Scientific Communications, Medical Education, and Field Medical teams. * Partner closely with Clinical Development, HEOR, Regulatory Affairs, Commercial, Finance, Legal, and Compliance to enable integrated planning, decision-making, and execution. * Collaborate with the Global Medical Affairs Office Head and Global Medical Affairs Operations/Strategy counterparts to ensure alignment of regional priorities with global objectives and best practices. * Act as a key connector across functions and geographies, facilitating communication, managing interdependencies, and driving seamless execution of Medical Affairs initiatives.  Decision-Making Authority * Accountable for Medical Affairs operational frameworks, execution standards, and performance management across North America. * Authority to establish project management methodologies, tools, and reporting standards. * Operational escalation authority for execution risks, resource constraints, and cross-functional dependencies. * Input into Medical Affairs resourcing, prioritization, and organizational design decisions. Job Requirements: Education Bachelor's degree in Life Sciences, Business Administration, Project Management, or a related field required. Advanced degree in a scientific, clinical, or healthcare-related discipline strongly preferred (e.g., MD, PharmD, PhD, MSN, or equivalent).  Experience * Minimum of 12 years in the pharmaceutical/biotechnology industry, including at least 6 years within Medical Affairs. * Demonstrated leadership in Medical Affairs Operations, strategic planning, portfolio management, or enterprise project management functions. * Proven success leading project managers, operational teams, and/or matrixed organizations. * Track record of supporting Medical Affairs strategy development and execution across multiple therapeutic areas, assets, and stages of the product lifecycle. * Strong understanding of Medical Affairs governance, operating models, and cross-functional collaboration within a matrix environment. * Knowledge of evidence generation activities, including investigator-sponsored studies (ISS), collaborative research, medical publications, and real-world evidence initiatives. * Solid understanding of clinical development processes and the role of Medical Affairs in lifecycle management, scientific engagement, and brand strategy. * Demonstrated ability to lead portfolio prioritization, resource planning, governance, and performance management processes. * History of effective partnership with Clinical Development, Regulatory Affairs, HEOR, Commercial, Legal, Compliance, and Finance functions to drive integrated planning and execution. * Familiarity with global and regional organizational structures, including alignment of regional priorities with global strategies, processes, and governance frameworks. Technical Skills & Competencies * Strong understanding of Medical Affairs operating models, governance structures, and the role of Medical Affairs across the product lifecycle. * Demonstrated expertise in strategic planning, portfolio management, resource planning, and organizational prioritization within a complex matrix environment. * Advanced knowledge of Medical Affairs planning and execution, including evidence generation, scientific communications, medical education, field medical, and investigator-sponsored research activities. * Strong understanding of clinical development, regulatory requirements, compliance standards, and industry guidelines relevant to Medical Affairs operations. * Proven ability to establish and optimize operational processes, governance frameworks, performance metrics, and business planning capabilities that drive organizational effectiveness and scalability. * Exceptional leadership and stakeholder management skills, with the ability to influence and align diverse cross-functional and global stakeholders without direct authority. * Strong business acumen and strategic thinking, with the ability to translate organizational priorities into actionable operational plans and measurable outcomes. * Excellent communication and presentation skills, with the ability to effectively engage senior leaders and facilitate decision-making across complex organizations. * Strong analytical and problem-solving capabilities, including the use of data and performance insights to support decision-making, resource allocation, and continuous improvement initiatives. * Proficiency with business planning, project portfolio management, reporting, and collaboration tools; advanced proficiency in Microsoft Office applications, including PowerPoint and Excel. Physical Demands:  Normal office environment with prolonged periods of sitting and extensive computer use. For remote position, the incumbent's work schedule must provide sufficient overlap with Eastern Time (ET) business hours, as needed, to support meetings and collaboration with the Princeton, NJ headquarters   Working Conditions:  This position may be based in a hybrid work arrangement for incumbents located near Princeton, NJ, or as a remote position. For remote position, the incumbent is required to travel to the Princeton, NJ headquarters at least once per month and up to two (2) times per month, as business needs require. Each visit requires a minimum stay of four (4) consecutive business days. In addition to travel to the Princeton headquarters, the incumbent may be required to travel domestically and internationally up to 25% for business purposes.   Non-Technical Skills Ability to thrive in a fast-paced environment while managing ambiguity effectively. Strong work ethics are required. Passion for personal learning and professional development. Cultural sensitivity and adaptability within multinational organizations. Physical Demands:    The anticipated salary for this position will be $300,000 to $345,500.  The actual salary offered for this role at commencement of employment may vary based on several factors including but not limited to relevant experience, skill set, qualifications, education (including applicable licenses and certifications, job-based knowledge, location, and other business and organizational needs. The listed salary is just one component of the overall compensation package. At Kyowa Kirin North America we provide a comprehensive range of benefits including: * 401K with company match * Annual Bonus Program (Sales Bonus for Sales Jobs) * Generous PTO and Holiday Schedule which includes Summer and Winter Shut-Downs, Sick Days and, Volunteer Days * Healthcare Benefits (Medical, Dental, Prescription Drugs and Vision) * HSA & FSA Programs * Well-Being and Work/Life Programs * Life & Disability Insurance * Concierge Services * Long Term Incentive Program (subject to job level and performance) * Pet Insurance * Tuition Assistance * Employee Referral Awards The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market. KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law. When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. (“Controller”), which is located at 510 Carnegie Center Dr. Princeton, NJ 08540 USA and can be contacted by emailing kkus.talentacquisition.8h@kyowakirin.com. Controller’s data protection officer can be contacted at usprivacyoffice@kyowakirin.com. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 (“GDPR”) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment.  Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union. Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.  Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at usprivacyoffice@kyowakirin.com. RECRUITMENT & STAFFING AGENCIES Kyowa Kirin does not accept agency resumes unless contacted directly by internal Kyowa Kirin Talent Acquisition. Please do not forward resumes to Kyowa Kirin employees or any other company location; Kyowa Kirin is not responsible for any fees related to unsolicited resumes.