Director of Airline Customer Engagement & Performance

gategroup; Mississauga; Hybrid; CAD 90,000 - 130,000; Full time

Job summary

gategroup seeks a senior data analytics and operations professional to bridge analytics and action across airline catering operations. You will translate complex data into practical plans, lead cross-functional teams, and drive performance improvements while maintaining strong customer relationships.

The role requires at least seven years in analytics and process improvement, with KPI reporting experience and travel up to 50% to support a global network.

Qualifications

• Bachelor’s Degree strongly preferred.
• At least seven (7) years in data analytics and process improvement.
• Experience with KPI reports for executive and customer audiences.
• Customer-facing experience is required.
• Experience with airline customers or aviation catering preferred.
• Experience leading cross-functional initiatives and Lean/RCA methodologies.

Responsibilities

• Translate data outcomes into customer action plans to drive operational performance improvements.
• Collaborate with station leadership and MOD to align action plans with other teams.
• Monitor performance factors and develop recovery plans to prevent KPI breaches.
• Prepare and present reporting on end-to-end service performance for airline customers.
• Lead incident management with root-cause analysis and corrective actions.
• Drive continuous improvement across multiple stations and functions.

Skills

Data analytics

Performance management

Lean / RCA

Forecasting

Communication

Travel

Education

Bachelor’s Degree preferred

6+ years experience in operations/data analytics

Tools

Reporting tools

Data analytics tools

Job description

gategroup seeks a senior data analytics and operations professional to bridge analytics and action across airline catering operations. You will translate complex data into practical plans, lead cross-functional teams, and drive performance improvements while maintaining strong customer relationships.

The role requires at least seven years in analytics and process improvement, with KPI reporting experience and travel up to 50% to support a global network.