Overview
We’re looking for motivated, engaged people to help make everyone’s journeys better. Reporting to the General Manager for the unit, the Manager, Ops, Customer Service is responsible for supporting the operational unit with meeting customer requirements and needs. This position will act as a liaison between the airline customer and the Gate Gourmet operational unit. Compensation
$75K - $80K Per Year Benefits
Paid time off 401k, with company match Company sponsored life insurance Medical, dental, vision plans Voluntary short-term/long-term disability insurance Voluntary life, accident, and hospital plans Employee Assistance Program Commuter benefits Employee Discounts Weekly pay for union employees Free hot healthy meals for unit operations roles Main Duties and Responsibilities
Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations Approves (with GM consent) specialty orders, uplifts, and is responsible for invoice accuracy and timelines Works closely with the production team to maintain up-to-date knowledge of current specifications and customer expectations through routine audits Ensures supply chain/purchasing has current data and supports purchasing requirements Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice Communicates the customer goals and represents the customer interests to the local GGI team Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client with GM approval Reports to the GM and/or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis Provides coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.) Owner of T-minus schedule to facilitate changes and bring all departments together for success Maintains a professional appearance at all times. Treats the customer with dignity and respect Internal & External Communication
Daily reconciliation of delays and required communications Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc. Drives root cause analysis Weekly recaps of delays vs. targets, FACs, and updates with customer on a weekly basis and local station management Shared responsibility to ensure customer issues are dealt with efficiently, informing the General Manager and Commercial leader of any problems Weekly inventory status checks Provides regular two-way communication between the client and local GGI to provide strong team representation and set proper client expectations Inventory Management
Ensures customer inventory sheet is current and at appropriate par levels Manages inventory processes accurately and on time; communicate changes to the customer when par levels need to change Provides customer feedback to help reduce costs through inventory management Ensures warehouse space is used appropriately and not for obsolete or excessive inventory Ensures that customs requirements, GGI Bonded policy and local Agriculture compliance are implemented Quality
Assists internal department on quality/compliance through weekly specification checks and audits Compares FACs against goals Owns CSI and drives the process as outlined in GG policy and procedures Cost Management
Conducts weekly documented billing checks Reviews monthly service orders to ensure all service items are captured and aligned with CXP and Salesforce Targets
Manages to a customer-specific set of KPIs and reports on this performance to the commercial team; agrees performance targets with Commercial VP and GM Annual or quarterly customer feedback survey on each aspect of the role Qualifications
Education: High School Diploma or GED required Associates degree or degree from a 4-year university or college is preferred Work Experience: Proven Account Management skills required to create, maintain, and enhance customer relationships Minimum of 3 years of account/project management experience Technical Skills:
Certification, Licenses and Registration Extremely detail oriented Technical and analytical competence (understands software, hardware, networks, etc.) Motivated, goal oriented, and persistent High level of initiative and works well in a fast paced, team environment Handles stressful situations and deadline pressures well Plans and carries out responsibilities with minimal direction Full knowledge of customer-specific requirements in Service Agreement and delivers as listed Delta Airlines : Full knowledge of IFX system; Owner of change notice distribution list; understands the unit performance grading system; ensures the AC Damage reporting process is followed; full knowledge of Delta build tool United Airlines : Full knowledge of Unimatic; Full knowledge of IBSOPS; Ensures PSS is used for forecasting; Ensures AirServ / AirVision is used for flight finalization; Ensures Sky Net is used for packaging and general requirements; Full knowledge on Igaps American Airlines : Understands AA evaluation and evaluation definitions; Full knowledge of AMOS & Sabre systems; Ensures food/equipment inventories in AirVision; Ensures equipment distribution is updated in AirVision; Ensures monthly IUR is documented in AirVision; understands the PMP process British Airlines : Knowledgeable and ensures BA IFX tools are used; Maintains telex and bulletin information; Analyzes TCS and BBSC sheets for BA performance; Full knowledge of AirServe and training staff Virgin Airlines : Takes weekly photos of menu items; Monthly review of TP006 and distributes flight information; Must have full knowledge of Skylogistix; Must have working knowledge of AirServ Language / Communication Skills: Excellent written and oral communication skills Bilingual is a plus Job Details
Geographic Responsibility:
Unit Type of Employment:
Full-time Travel %:
Up to 25% Exemption Classification:
Exempt Work Environment / Requirements of the Job: Normal office environment Organization Structure Direct Line Manager (Title):
General Manager, Unit Dotted Line Manager (Title, if applicable):
N/A Number of Direct Reports:
Varies by unit Number of Dotted Line Reports:
N/A Estimated Total Size of Team:
Varies by unit gategroup Competencies Required to be Successful in the Job
Thinking –
Information Search and analysis & problem resolution skills Engaging –
Understanding others, Team Leadership and Developing People Inspiring –
Influencing and building relationships, Motivating and Inspiring, Communicating effectively Achieving –
Delivering business results under pressure, Championing Performance Improvement and Customer Focus Demonstrated Values to be Successful in the Position
Employees at gategroup are expected to live our values of Excellence, Integrity, Passion and Accountability. To demonstrate these values, we expect to observe the following from everyone: We treat each other with respect and we act with integrity We communicate and keep each other informed We put our heads together to problem solve and deliver excellence as a team We have passion for our work and we pay attention to the little details We foster an environment of accountability, take responsibility for our actions and learn from our mistakes We do what we say we will do, when we say we are going to do it We care about our coworkers, always taking an opportunity to make someone’s day better The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law. We anticipate that this job will close on: 02/27/2026 Note: For California Residents, please note this reflects a privacy notice in line with regulatory requirements. If you want to be part of a team that helps make travel and culinary memories, join us!
#J-18808-Ljbffr
We’re looking for motivated, engaged people to help make everyone’s journeys better. Reporting to the General Manager for the unit, the Manager, Ops, Customer Service is responsible for supporting the operational unit with meeting customer requirements and needs. This position will act as a liaison between the airline customer and the Gate Gourmet operational unit. Compensation
$75K - $80K Per Year Benefits
Paid time off 401k, with company match Company sponsored life insurance Medical, dental, vision plans Voluntary short-term/long-term disability insurance Voluntary life, accident, and hospital plans Employee Assistance Program Commuter benefits Employee Discounts Weekly pay for union employees Free hot healthy meals for unit operations roles Main Duties and Responsibilities
Agrees on performance expectations with the commercial team and works with GM/Unit staff to deliver against these expectations Approves (with GM consent) specialty orders, uplifts, and is responsible for invoice accuracy and timelines Works closely with the production team to maintain up-to-date knowledge of current specifications and customer expectations through routine audits Ensures supply chain/purchasing has current data and supports purchasing requirements Ensures that all processes and procedures related to specific flights are completed, quality standards are met, and additional revenue opportunities documented on invoice Communicates the customer goals and represents the customer interests to the local GGI team Strong understanding of unit capabilities and services, and effectively communicates all offerings to the client with GM approval Reports to the GM and/or Account Director, providing regular input on all account activity, including service status and call reports on a weekly basis Provides coordination between customer and GGI on special events such as Menu Presentation (scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.) Owner of T-minus schedule to facilitate changes and bring all departments together for success Maintains a professional appearance at all times. Treats the customer with dignity and respect Internal & External Communication
Daily reconciliation of delays and required communications Communicates daily to the GG operations team of any spec changes, performance issues, call backs, inspections, etc. Drives root cause analysis Weekly recaps of delays vs. targets, FACs, and updates with customer on a weekly basis and local station management Shared responsibility to ensure customer issues are dealt with efficiently, informing the General Manager and Commercial leader of any problems Weekly inventory status checks Provides regular two-way communication between the client and local GGI to provide strong team representation and set proper client expectations Inventory Management
Ensures customer inventory sheet is current and at appropriate par levels Manages inventory processes accurately and on time; communicate changes to the customer when par levels need to change Provides customer feedback to help reduce costs through inventory management Ensures warehouse space is used appropriately and not for obsolete or excessive inventory Ensures that customs requirements, GGI Bonded policy and local Agriculture compliance are implemented Quality
Assists internal department on quality/compliance through weekly specification checks and audits Compares FACs against goals Owns CSI and drives the process as outlined in GG policy and procedures Cost Management
Conducts weekly documented billing checks Reviews monthly service orders to ensure all service items are captured and aligned with CXP and Salesforce Targets
Manages to a customer-specific set of KPIs and reports on this performance to the commercial team; agrees performance targets with Commercial VP and GM Annual or quarterly customer feedback survey on each aspect of the role Qualifications
Education: High School Diploma or GED required Associates degree or degree from a 4-year university or college is preferred Work Experience: Proven Account Management skills required to create, maintain, and enhance customer relationships Minimum of 3 years of account/project management experience Technical Skills:
Certification, Licenses and Registration Extremely detail oriented Technical and analytical competence (understands software, hardware, networks, etc.) Motivated, goal oriented, and persistent High level of initiative and works well in a fast paced, team environment Handles stressful situations and deadline pressures well Plans and carries out responsibilities with minimal direction Full knowledge of customer-specific requirements in Service Agreement and delivers as listed Delta Airlines : Full knowledge of IFX system; Owner of change notice distribution list; understands the unit performance grading system; ensures the AC Damage reporting process is followed; full knowledge of Delta build tool United Airlines : Full knowledge of Unimatic; Full knowledge of IBSOPS; Ensures PSS is used for forecasting; Ensures AirServ / AirVision is used for flight finalization; Ensures Sky Net is used for packaging and general requirements; Full knowledge on Igaps American Airlines : Understands AA evaluation and evaluation definitions; Full knowledge of AMOS & Sabre systems; Ensures food/equipment inventories in AirVision; Ensures equipment distribution is updated in AirVision; Ensures monthly IUR is documented in AirVision; understands the PMP process British Airlines : Knowledgeable and ensures BA IFX tools are used; Maintains telex and bulletin information; Analyzes TCS and BBSC sheets for BA performance; Full knowledge of AirServe and training staff Virgin Airlines : Takes weekly photos of menu items; Monthly review of TP006 and distributes flight information; Must have full knowledge of Skylogistix; Must have working knowledge of AirServ Language / Communication Skills: Excellent written and oral communication skills Bilingual is a plus Job Details
Geographic Responsibility:
Unit Type of Employment:
Full-time Travel %:
Up to 25% Exemption Classification:
Exempt Work Environment / Requirements of the Job: Normal office environment Organization Structure Direct Line Manager (Title):
General Manager, Unit Dotted Line Manager (Title, if applicable):
N/A Number of Direct Reports:
Varies by unit Number of Dotted Line Reports:
N/A Estimated Total Size of Team:
Varies by unit gategroup Competencies Required to be Successful in the Job
Thinking –
Information Search and analysis & problem resolution skills Engaging –
Understanding others, Team Leadership and Developing People Inspiring –
Influencing and building relationships, Motivating and Inspiring, Communicating effectively Achieving –
Delivering business results under pressure, Championing Performance Improvement and Customer Focus Demonstrated Values to be Successful in the Position
Employees at gategroup are expected to live our values of Excellence, Integrity, Passion and Accountability. To demonstrate these values, we expect to observe the following from everyone: We treat each other with respect and we act with integrity We communicate and keep each other informed We put our heads together to problem solve and deliver excellence as a team We have passion for our work and we pay attention to the little details We foster an environment of accountability, take responsibility for our actions and learn from our mistakes We do what we say we will do, when we say we are going to do it We care about our coworkers, always taking an opportunity to make someone’s day better The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other category under applicable law. We anticipate that this job will close on: 02/27/2026 Note: For California Residents, please note this reflects a privacy notice in line with regulatory requirements. If you want to be part of a team that helps make travel and culinary memories, join us!
#J-18808-Ljbffr