Client Services Training & Performance Senior Manager

Job Profile

Vista is a fast-growing private aviation business, operating the world's largest global fleet of midsize and super midsize jets, and embracing the highest levels of service, safety, security, reliability and value.

From scheduling a flight, every detail is covered, from a particular bottle of wine or catering from a preferred restaurant to a particular magazine or a chauffeur service to the airport.

Our Client Services team is the first point of contact within the business for all our customers; dealing with all aspects of their travel experience, maintaining an overview of all flights, and liaising with other departments to ensure excellent customer service.

We are looking for a Client Services Training and Performance Senior Manager to join us.

The Training Team is a major pillar in the success of the Client Services department, responsible for identifying training needs, designing and delivering training programs, and evaluating their effectiveness. This team's fundamental goal is the success of the Client Services Team and making sure they have the best possible tools and training for the job.

The Client Services Training & Performance Senior Manager will play a critical leadership role in shaping the growth and effectiveness of the Client Services team. This individual will define the structure and delivery of training programs across the department, ensuring that our people are equipped with the skills and knowledge to exceed client expectations and meet evolving business demands. This role requires a forward-thinking, collaborative leader with a passion for people development, performance excellence, and driving measurable results.

Your Responsibilities

Reporting to the Director of Training, you will be working within a global, multi-national team that operates 24 hours a day, 7 days a week.

• Define and implement clear competency models for all roles within Client Services, ensuring alignment with organizational goals.
• Use data and performance metrics to regularly assess team capabilities, identify skill gaps, and develop targeted improvement plans that raise overall service quality.
• Lead the end-to-end design, delivery, and evaluation of training programs in collaboration with internal and external partners.
• Work closely with Client Services Directors and department leaders to ensure training initiatives support broader business objectives, client outcomes, and operational performance metrics.
• Collaborate with subject matter experts to design and deliver tailored training programs for specific projects, product rollouts, or process changes.
• Manage, mentor, and grow a high-performing training team, fostering a culture of continuous improvement, innovation, and accountability.
  
  

Required Skills, Qualifications, And Experience

• Experience in learning & development, training, or performance management roles, ideally within customer-facing environments
• Proven success in developing and implementing large-scale training strategies that drive measurable performance improvements is a plus
• Demonstrated experience conducting needs analyses, evaluating training effectiveness, and aligning programs with business KPIs
• Strong track record of cross-functional collaboration and stakeholder engagement at multiple levels of an organization
• Professional certification in training or L&D.
• Strategic thinking with the ability to translate business goals into training and development priorities
• Exceptional communication, facilitation, and presentation skills
• Deep understanding of learning principles and training methodologies
• Strong organizational and project management skills, with the ability to manage multiple initiatives simultaneously
• High emotional intelligence, empathy, and a passion for developing others.
• Proficiency in learning management systems (LMS), digital learning tools, and performance tracking platforms
• Ability to work both independently and collaboratively in a fast-paced environment.