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.
Annual Hiring Range/Hourly Rate
$75,000-$85,000 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 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 current knowledge of specifications and customer expectations through routine audits Ensures supply chain/purchasing has current up-to-date 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; 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 (menu presentation, scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.) Owner of the 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 communications needs as required Communicates daily to the GG operations team 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 with local station management (SR – Shared Responsibility) Ensures that customer issues are dealt with efficiently, informing the General Manager and Commercial leader (PAM, Local Director) of any problems that may arise Weekly inventory status checks (SR) 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 maintains up-to-date par levels Manages inventory process accurately and on time; results reviewed before submission to the customer; communicates to the customer when par levels need to change (SR) Provides customer feedback to help reduce costs through inventory management Manages warehouse space to avoid obsolescence or excess inventory (SR) Ensures that Customs requirements, GGI Bonded policy and local Agriculture compliance are implemented (SR) Quality
Assists internal department with quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCPs, VSIE process, safety) Compares FACs against goals Owns CSI and drives the process as outlined in GG policy and procedures Cost Management
Conducts weekly documented billing checks to ensure items billed are accurate 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 performance to the commercial team; agrees targets with Commercial VP and GM Annual (or quarterly) customer feedback survey on each aspect of the role (communication, inventory management, quality, cost management/invoice accuracy, and customer service orientation) 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 to create, maintain, and enhance customer relationships Minimum of 3 years of account/project management experience Technical Skills
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 any customer-specific requirements in Service Agreement and delivers as listed Delta Airlines : Full knowledge of IFX system; owner of change notice distribution list; understands unit performance grading system; ensures AC Damage reporting process is followed; full knowledge of Delta build tool United Airlines : Full knowledge of Unimatic, IBSOPS, PSS forecasting, AirServ/AirVision usage, Sky Net usage, Igaps real flight info American Airlines : Knowledge of AMOS & Sabre; inventories in AirVision; equipment distribution in AirVision; IUR in AirVision; PMP process British Airlines : Knowledge of BA IFX tools; maintains telex/bulletin information; analyzes TCS/BBSC for BA performance; uses AirServe and trains staff; owns TP006 accuracy for changes Virgin Airlines : Weekly photos of menu items; knowledge of Skylogistix and AirServ Language / Communication Skills
Excellent written and oral communication skills Bilingual is a plus Job Dimensions
Geographic Responsibility:
Unit Type of Employment:
Full-time Travel %:
Up to 25% Exemption Classification:
Exempt Internal and External Relationships
Internal Relationships: External Relationships: 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 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, Passion, Responsibility and Respect. To demonstrate these values, we expect to observe the following from everyone: Excellence
We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires. We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.
Passion
Hospitality, care, and attentiveness in all interactions. We have a growth mindset and resilience to bounce back from failures and setbacks.
Responsibility
We care about what we do and the impact on others and the environment. We look out for each other and strive to create a safe workplace for all
Respect
Every job matters; we support colleagues and customers to achieve their goals.
We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup. To be considered for this position, please submit your application by 01/30/2026. The above statements describe the general nature and level of work performed. They are not intended to be exhaustive. Management reserves the right to modify duties and to provide reasonable accommodations for applicants with disabilities. 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. For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser:
non-functional for formatting We anticipate that this job will close on: 02/12/2026 If you want to be part of a team that helps make travel and culinary memories, join us!
#J-18808-Ljbffr
$75,000-$85,000 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 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 current knowledge of specifications and customer expectations through routine audits Ensures supply chain/purchasing has current up-to-date 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; 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 (menu presentation, scheduling, transportation, security, specs available, tent cards, tasting equipment, unit tours, beverages, etc.) Owner of the 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 communications needs as required Communicates daily to the GG operations team 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 with local station management (SR – Shared Responsibility) Ensures that customer issues are dealt with efficiently, informing the General Manager and Commercial leader (PAM, Local Director) of any problems that may arise Weekly inventory status checks (SR) 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 maintains up-to-date par levels Manages inventory process accurately and on time; results reviewed before submission to the customer; communicates to the customer when par levels need to change (SR) Provides customer feedback to help reduce costs through inventory management Manages warehouse space to avoid obsolescence or excess inventory (SR) Ensures that Customs requirements, GGI Bonded policy and local Agriculture compliance are implemented (SR) Quality
Assists internal department with quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCPs, VSIE process, safety) Compares FACs against goals Owns CSI and drives the process as outlined in GG policy and procedures Cost Management
Conducts weekly documented billing checks to ensure items billed are accurate 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 performance to the commercial team; agrees targets with Commercial VP and GM Annual (or quarterly) customer feedback survey on each aspect of the role (communication, inventory management, quality, cost management/invoice accuracy, and customer service orientation) 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 to create, maintain, and enhance customer relationships Minimum of 3 years of account/project management experience Technical Skills
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 any customer-specific requirements in Service Agreement and delivers as listed Delta Airlines : Full knowledge of IFX system; owner of change notice distribution list; understands unit performance grading system; ensures AC Damage reporting process is followed; full knowledge of Delta build tool United Airlines : Full knowledge of Unimatic, IBSOPS, PSS forecasting, AirServ/AirVision usage, Sky Net usage, Igaps real flight info American Airlines : Knowledge of AMOS & Sabre; inventories in AirVision; equipment distribution in AirVision; IUR in AirVision; PMP process British Airlines : Knowledge of BA IFX tools; maintains telex/bulletin information; analyzes TCS/BBSC for BA performance; uses AirServe and trains staff; owns TP006 accuracy for changes Virgin Airlines : Weekly photos of menu items; knowledge of Skylogistix and AirServ Language / Communication Skills
Excellent written and oral communication skills Bilingual is a plus Job Dimensions
Geographic Responsibility:
Unit Type of Employment:
Full-time Travel %:
Up to 25% Exemption Classification:
Exempt Internal and External Relationships
Internal Relationships: External Relationships: 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 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, Passion, Responsibility and Respect. To demonstrate these values, we expect to observe the following from everyone: Excellence
We put the customer at the forefront of everything we do, taking time to understand their needs, wishes and desires. We constantly learn by giving and receiving feedback, improving from our mistakes and bettering ourselves.
Passion
Hospitality, care, and attentiveness in all interactions. We have a growth mindset and resilience to bounce back from failures and setbacks.
Responsibility
We care about what we do and the impact on others and the environment. We look out for each other and strive to create a safe workplace for all
Respect
Every job matters; we support colleagues and customers to achieve their goals.
We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup. To be considered for this position, please submit your application by 01/30/2026. The above statements describe the general nature and level of work performed. They are not intended to be exhaustive. Management reserves the right to modify duties and to provide reasonable accommodations for applicants with disabilities. 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. For further information regarding Equal Employment Opportunity, copy and paste the following URL into your web browser:
non-functional for formatting We anticipate that this job will close on: 02/12/2026 If you want to be part of a team that helps make travel and culinary memories, join us!
#J-18808-Ljbffr