Head of Airline Customer Experience & Performance

gategroup; Reston (VA); Hybrid; USD 170,000 - 180,000; Full time

Benefits offered by this job

401k with company match

Life insurance

Medical, dental, vision plans

Disability insurance

Voluntary life, accident, and hospital

Employee Assistance Program

Commuter benefits

Employee discounts

Job summary

gategroup is seeking a senior data analytics/operations professional to act as a bridge between airline partners and internal functions. You will translate data outcomes into actionable plans to recover performance, align with demand signals and monitor KPIs across the network.

You will collaborate with station leaders, MPS/MOD, and Commercial teams to ensure unified action plans, drive continuous improvement, and protect margins while delivering reliable service. Travel around 50% is required.

Qualifications

• Bachelor’s Degree strongly preferred.
• 7+ years of data analytics and process improvement experience.
• Experience producing KPI reports for executive, regional, and customer audiences.

Responsibilities

• Translate data outcomes and insights into action plans to drive operational performance recovery.
• Measure and report service delivery, customer satisfaction and margin protection.
• Monitor performance factors to identify early deterioration and develop recovery plans.
• Collaborate with station leadership and cross‑functional teams to ensure aligned actions.
• Lead end‑to‑end airline performance reviews with consolidated data and updates for executives.
• Own airline demand data accuracy and governance across schedules, types and changes.

Skills

Data analytics

Reporting capability

Forecasting & demand governance

Performance metrics

Presentation & communication

Travel requirement

Education

Bachelor’s Degree

Job description

gategroup is seeking a senior data analytics/operations professional to act as a bridge between airline partners and internal functions. You will translate data outcomes into actionable plans to recover performance, align with demand signals and monitor KPIs across the network.

You will collaborate with station leaders, MPS/MOD, and Commercial teams to ensure unified action plans, drive continuous improvement, and protect margins while delivering reliable service. Travel around 50% is required.