Manager, QA

JSX; Dallas (TX); On-site; USD 61,000 - 74,000; Full time

Job summary

JSX is seeking a Hospitality Quality Assurance Manager to lead the development and maintenance of a consistent audit and QA program across Hospitality operations. You will collaborate with station leaders, Training, Safety, Security, and others to drive audits, identify trends, and coach teams for improved customer experience.

You will build practical audit tools, scoring, and playbooks, monitor corrective actions, and travel to stations as needed to verify readiness and sustain improvements

Qualifications

• Minimum 5 years of hospitality/airport operations QA or related leadership.
• Experience creating audit tools, checklists, and reporting templates.
• Strong analytical and communication skills for actionable feedback.

Responsibilities

• Lead the hospitality QA audit program across stations.
• Conduct routine audits of customer touchpoints and service standards.
• Analyze trends and prepare scorecards and leadership briefings.
• Collaborate with Training to address knowledge gaps and onboarding improvements.
• Monitor corrective action plans and escalate high-risk findings.

Skills

Auditing

Quality assurance

Data analysis

Customer experience

Tools

Excel

PowerPoint

SharePoint

Smartsheet

Job description

Job Description:Job Summary: The Hospitality Quality Assurance Manager supports the development and ongoing maintenance of a consistent audit and quality assurance program for Hospitality operations. This role partners closely with station leaders, Hospitality leadership, Training, Safety, Security, and other cross-functional teams to conduct audits, identify trends, support follow-up actions, and help improve consistency across the operation. The Manager will help build practical audit tools, reporting routines, and coaching resources that support a joyful, simple, and consistent Customer experience.Responsibilities/Day in the Life Tasks:Help build, launch, and maintain the Hospitality Quality Assurance audit program, including audit standards, tools, templates, checklists, scoring approach, and follow-up expectationsConduct routine audits of Hospitality operations, including observations of Customer touchpoints, station readiness, lounge and lobby standards, check-in, boarding, baggage, service recovery, cleanliness, appearance standards, and adherence to established proceduresSupport a practical audit schedule and approach that can scale over time based on station needs, operational priorities, and available resourcesDocument audit findings clearly and objectively, including strengths, opportunities, repeat issues, and required follow-up actionsPrepare trend analysis, scorecards, and recurring summaries that identify station-level trends, training needs, policy gaps, and improvement opportunitiesPartner with station leaders to review audit results, align on follow-up actions, track progress, and support sustainable improvement through coaching and practical recommendationsHelp maintain Hospitality service standards and ensure audit criteria reflect current SOPs, training materials, Customer experience expectations, Safety and Security requirements, and company valuesCollaborate with Training to identify knowledge gaps, recommend refresher training, support onboarding improvements, and provide real examples that strengthen frontline executionCreate audit recaps, leadership briefings, and practical recommendations that help leaders prioritize the highest-impact improvementsSupport development of playbooks, standard work, readiness checklists, station self audits, and continuous improvement tools for Hospitality teamsMonitor completion of corrective action plans and escalate repeat or high-risk findings when additional leadership support is neededIdentify best practices across stations and help share them in a way that is practical, consistent, and easy for leaders and frontline Crewmembers to adoptMaintain audit records, documentation, reporting history, and program materials so results can be referenced, trended, and improved over timeMay travel to stations to conduct audits, support readiness reviews, observe the operation, and partner directly with local leadersCulture:This Is How We FlyOur Core Purpose is to deliver a joyful, simple travel experience for every Customer, in every interaction, every day. By living our values, we’ll be the world's most loved air carrier, providing superior results for all stakeholders.I display a positive attitude. For others, and for myself.I am an expert in my role. If I don’t know, I learn. If I need help, I ask.I act with integrity every day. I never compromise on safety or security.I am adaptable. I don’t just expect challenges, I embrace them.I am engaged. Present. Tuned in. Listening, thinking, and contributing.I do it for my Customer. Whoever they may be – a traveler, a colleague, or a business partner.Required:Experience-Minimum 5 years of experience in hospitality, airport operations, customer experience, quality assurance, compliance, training, or a related operational leadership roleExperience conducting audits, operational reviews, station visits, quality checks, compliance assessments, or performance observationsExperience creating or improving processes, checklists, reporting tools, training resources, or standard work for frontline teamsLicenses & Certifications-Valid driver’s license, if required for station travel or local operational needsKnowledge, Skills, & Abilities-Strong understanding of hospitality operations, Customer experience standards, frontline execution, and service recoveryAbility to help build and maintain a practical program, bring structure to ambiguous work, and create tools that are useful for station leaders and frontline CrewmembersStrong analytical skills with the ability to identify trends, summarize findings, and turn data into clear recommendations and action plansExcellent written and verbal communication skills, with the ability to give clear, objective feedback and influence without direct authorityHigh attention to detail, sound judgment, and the ability to balance accountability with coaching, partnership, and continuous improvementPreferred:Experience-Previous airline, airport, travel, hospitality, hotel, guest experience, or multi-site operational quality experienceExperience developing an audit program, quality framework, customer experience program, or operational readiness review processLicenses & Certifications- Quality assurance, hospitality, customer experience, project management, Lean/Six Sigma, or related certificationKnowledge, Skills, & Abilities-Proficiency with Excel, PowerPoint, SharePoint, Forms, Smartsheet, or similar tools used to collect, track, analyze, and report resultsAbility to develop clear reporting summaries, station-level trackers, and practical visuals that help leaders understand trends and take actionBasic Requirements:Ability to travel to stations as needed, including occasional nights, weekends, early mornings, or irregular hours based on operational needsMust be able to work independently, manage multiple priorities, meet deadlines, and maintain confidentiality when handling audit findings, leadership feedback, and operational performance informationWe do whatever it takes:May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc.)Compensation Range:$60,700.0 - $74,400.0JSX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.