Airline Customer Performance Director

gategroup; Newark (NJ); Hybrid; USD 170,000 - 180,000; Full time

Benefits offered by this job

Paid time off

401k with company match

Company sponsored life insurance

Voluntary short-term/long-term disabil

Voluntary life, accident, and hospital

Employee Assistance Program

Employee Discounts

Job summary

Gate Gourmet, a gategroup company, is the world’s largest independent provider of catering and provisioning services for the airline industry. This role drives data-driven performance actions for a key NA airline customer, overseeing KPI outcomes and improvement plans across the network.

The position blends commercial and operations responsibilities in a hybrid setup, partnering with station leadership, MPS/MOD, and commercial teams to deliver actionable insights and recovery strategies.

Qualifications

• 7+ years of data analytics and process improvement experience in operations, preferably in catering or manufacturing.
• Experience developing and producing KPI and performance reports for executives and management.
• Customer-facing experience is required.
• Experience working with airline or aviation-related operations is preferred.
• Lean/RCA methodologies knowledge is required.

Responsibilities

• Translate data outcomes into customer-specific action plans to improve performance and service delivery across the network.
• Integrate demand signals, operational metrics, quality, safety, and financial drivers to report on performance and margins.
• Identify early indicators of deteriorating performance and drive recovery plans to avoid KPI penalties.
• Collaborate with station leadership and cross-functional teams to ensure aligned action plans.
• Lead end-to-end reporting on airline service performance across stations and during reviews.
• Embed airline requirements into processes through coordination with cross-functional teams.
• Coordinate with leadership to maintain real-time communication on performance issues and emergencies.
• Own accuracy and governance of airline demand data including schedules and service levels.

Skills

Data analytics

Performance measurement

KPI reporting

Cross-functional collaboration

Education

Bachelor’s Degree

Tools

Tableau

Power BI

Forecasting tools

Job description

Gate Gourmet, a gategroup company, is the world’s largest independent provider of catering and provisioning services for the airline industry. This role drives data-driven performance actions for a key NA airline customer, overseeing KPI outcomes and improvement plans across the network.

The position blends commercial and operations responsibilities in a hybrid setup, partnering with station leadership, MPS/MOD, and commercial teams to deliver actionable insights and recovery strategies.