Airline Performance Director — Customer Experience

Gategroup Holding

Inwood (NY)

Hybrid

USD 170,000 - 180,000

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Benefits offered by this job

401k with company match

Paid time off

Employee Discounts

Job summary

gategroup in New York is seeking a data-driven operations professional to oversee data gathering, analysis and KPI outcomes across the NA network for a major airline customer. This hybrid role drives action plans to recover performance and enhance service delivery, reporting to leadership on trends, risks and improvement initiatives.

The ideal candidate has 7+ years in data analytics and process improvement, customer-facing experience, and strong communication skills.

Qualifications

Bachelor’s degree strongly preferred; 6+ years of professional experience in operations, manufacturing performance management and/or data analytics may be considered in lieu of degree.
7+ years of data analytics and process improvement experience, preferably in catering or manufacturing.
Customer-facing experience is required; airline or aviation catering background highly preferred.

Responsibilities

Translate data outcomes, analysis and insights into customer-specific action plans to improve performance.
Monitor and report end-to-end operational performance, quality, safety and service delivery.
Lead recovery plans to prevent KPI deterioration and financial impact.
Collaborate with station leadership, MPS, MOD and other staff to align action plans across airline customers.
Coordinate with Supply Chain to align demand data with labor, materials and production planning.
Communicate findings and actions through reporting and presentations to leadership.