Wing

Account Manager

• Build & Lead: Recruit, mentor, and manage a world-class team of Strategic Account Managers. Set the standard for effective team culture, account excellence, professional development, and performance management.
• Scalable Account Excellence: Define the long-term roadmap for the Account Management org. Develop and execute playbooks and processes that will allow Wing to maximize its value to a growing number of partners.
• Business Case Development: Develop and garner executive support to pursue new business opportunities in response to partners’ needs. Navigate organizational implications, including resourcing, timelines, and tradeoffs.
• Internal Advocacy and Execution: Act as the voice of the partner internally, while providing the cross-functional program leadership necessary to bring new and improved offerings to market swiftly. Collaborate with Product, Engineering, Operations, and other functional leadership to ensure the Wing’s evolving service offering exceeds partner needs.
• Strategic Alignment: Ensure the Account Management strategy and plans align with Wing’s overall product, operational, and financial plan. Maintain high-trust and collaborative relationships with cross-functional leadership.
• Executive Stewardship: Act as the strategic partner relationship owner, leading engagement with executive-level stakeholders in the retail, technology, restaurant, and healthcare industries.
• Complex Problem Solving: Orchestrate cross-functional efforts in response to partners’ real-time technical and operational needs, safeguarding Wing’s reputation for reliability.
• Proactive Service Optimization: Drive the continuous improvement of Wing’s service by partnering externally and internally to stay ahead of partner needs. Proactively execute on levers to exceed critical success metrics - including those tied to service quality, end-customer adoption and usage - leading to further account expansion.

Head of Account Management

Customer Support

• Act as the primary point of contact for B2B clients via email, and chat.
• Handle incoming support inquiries with professionalism, empathy, and efficiency.
• Troubleshoot and resolve operational, technical, or order-related issues in a timely manner.
• Collaborate with sales, logistics, and product teams to ensure smooth service delivery.
• Maintain accurate records of client interactions and issue resolutions in CRM systems.
• Identify recurring problems and escalate them appropriately to internal stakeholders.
• Contribute to documentation, FAQs, and process improvements to streamline support workflows.

Customer Support Agent – B2B Operations

Communications

• Dive deep into Wing’s technology, mining compelling stories, and developing approaches to share those stories in innovative, high-impact ways with key audiences.
• Get familiar with Wing’s consumer narrative and the communications levers that can help inform potential Wing customers about the service and how it can benefit them.
• Develop and maintain relationships with regional media and influencers in current and future operating regions.
• Serve as a primary point of contact for local reporters, ensuring Wing’s service is accurately and positively represented in the news.
• Understand and monitor the tech media landscape and help Wing tell its tech story to those media.
• Craft clear, concise, and impactful messaging that resonates with target audiences.
• Identify and implement new ways of working that help Wing communicate more effectively and efficiently.
• Support Wing’s marketing and communications efforts across the business to enhance reach and reputations.
• Speak on behalf of Wing to local media and with customers.
• Prepare executive-facing briefings for local media interviews, events and speaking opportunities.
• Monitor media coverage to inform executive and partner-facing recaps.
• Track and understand the evolving industry and competitive landscape across key regions.
• Collaborate with agency partners to maximize strategy, messaging and impact.
• Coordinate cross-functionally for successful technology demos to key audiences.
• Assist in monitoring and drafting content for crisis communication planning and execution.

Senior Communications Specialist

Compliance

• Lead the development, submission, and defense of comprehensive Operating Safety Cases to secure operational authorizations (e.g., Air Operator Certificate for the US, Specific Category approvals in the UK and EU, etc.) and airspace access (e.g., BVLOS/airspace waivers, special flight authorizations) from aviation regulators worldwide.
• Collaborate closely with other key engineering and operational stakeholders in the deployment of operator-facing system changes, evolving procedures and training, and expansion of operational capabilities.
• Interface routinely with various stakeholders across the company to ensure that all stakeholders understand the evolving regulatory environment and its impact on Wing’s activities.
• Collaborate with other members of the aviation regulatory team supporting their respective functions for Wing’s operations around the world.
• Actively participate in the development of industry consensus standards related to the functional domain of expertise.
• Proactively stay up-to-date with evolving regulations related to the functional domain of expertise, while developing and proposing alternative approaches to enable the company’s innovative systems to keep on pioneering the drone delivery market.

Head of Account Management

Customer Support Agent – B2B Operations

Senior Communications Specialist

Regulatory Lead, Operator