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. Salary Range: $60,000 - $65,000 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 knowledge of current specifications and customer expectations through routine audits Ensures supply chain/purchasing has current up-to-date data and support 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 communications needs and activities 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 the customer on a weekly basis and local station management Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader (PAM, Local Director) 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 up to date par levels Manages inventory process accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change Provides customer feedback to help reduce costs through inventory management Warehouse space management to avoid obsolete or excessive inventory Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented
Quality
Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCPs, VSIE process, safety) Compares FACs against goals Ownership of CSI and drives the process as outlined in GG policy and procedures
Cost Management
Conducts weekly documented billing checks to ensure items billed Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force
Targets
Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) 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 (does the customer view this role as representing their interests in the unit)
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: 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 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 (aircraft operation); Full knowledge of IBSOPS (meal board location); Ensures PSS (passenger counts) is used for forecasting; Ensures AirServ / AirVision is used for flight finalization; Ensures Sky Net is used for packaging/general requirements; Full knowledge on the use of Igaps (real flight info) 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 : Knowledgeble /Ensures BA IFX tools are used in operation; Maintains chronological telex and bulletin information; Analysis TCS and BBSC sheets for BA performance; Full knowledge of AirServe and train staff on the use; Owner of TP006 accuracy for each scheduled change Virgin Airlines : Take weekly photos of menu items and submit them to Virgin; Monthly review of TP006 and distribute the flight information; Must have full knowledge of Skylogistix; Must have full working knowledge of 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 Relationships: External Relationships: Work Environment / Requirements of the Job:
Normal office environment Budget / Revenue Responsibility:
(Local Currency) 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 Demonstrated Values
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, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care. · We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks. Responsibility · We care about what we do, and we understand the impact we have on others and the planet. · We always look out for each other – creating a safe workplace environment is everyone’s responsibility. Respect · Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals. · We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup. 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: We anticipate that this job will close on: 03/27/2026. For California Residents, please click here to view our California privacy notice. 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. Salary Range: $60,000 - $65,000 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 knowledge of current specifications and customer expectations through routine audits Ensures supply chain/purchasing has current up-to-date data and support 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 communications needs and activities 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 the customer on a weekly basis and local station management Ensures that customer issues are dealt with in an efficient manner, informing the General Manager and Commercial leader (PAM, Local Director) 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 up to date par levels Manages inventory process accurately and on time. Results reviewed before submission to the customer. Communicate to the customer when par levels need to change Provides customer feedback to help reduce costs through inventory management Warehouse space management to avoid obsolete or excessive inventory Ensures that Customs requirements, GGI Bonded policy and local Agriculture (compliance agreement) are implemented
Quality
Assists internal department on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCPs, VSIE process, safety) Compares FACs against goals Ownership of CSI and drives the process as outlined in GG policy and procedures
Cost Management
Conducts weekly documented billing checks to ensure items billed Reviews monthly service order to ensure all service items captured and aligned with CXP and Sales force
Targets
Manages to a customer-specific set of KPI’s – reports on this performance to the commercial team, agrees performance targets to these KPI’s (e.g., delays, complaints, audit results) 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 (does the customer view this role as representing their interests in the unit)
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: 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 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 (aircraft operation); Full knowledge of IBSOPS (meal board location); Ensures PSS (passenger counts) is used for forecasting; Ensures AirServ / AirVision is used for flight finalization; Ensures Sky Net is used for packaging/general requirements; Full knowledge on the use of Igaps (real flight info) 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 : Knowledgeble /Ensures BA IFX tools are used in operation; Maintains chronological telex and bulletin information; Analysis TCS and BBSC sheets for BA performance; Full knowledge of AirServe and train staff on the use; Owner of TP006 accuracy for each scheduled change Virgin Airlines : Take weekly photos of menu items and submit them to Virgin; Monthly review of TP006 and distribute the flight information; Must have full knowledge of Skylogistix; Must have full working knowledge of 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 Relationships: External Relationships: Work Environment / Requirements of the Job:
Normal office environment Budget / Revenue Responsibility:
(Local Currency) 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 Demonstrated Values
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, in its purest form, comes down to a single, core principle: care. We do everything with thoughtfulness, attention, and care. · We have a growth mindset, a resilience that makes us determined to bounce back from failures and setbacks. Responsibility · We care about what we do, and we understand the impact we have on others and the planet. · We always look out for each other – creating a safe workplace environment is everyone’s responsibility. Respect · Every job matters. We each do our part to ensure our colleagues and our customers succeed in their goals. · We respect each other’s voices and foster a workplace that supports inclusion and belonging. We are all one gategroup. 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: We anticipate that this job will close on: 03/27/2026. For California Residents, please click here to view our California privacy notice. If you want to be part of a team that helps make travel and culinary memories, join us!
#J-18808-Ljbffr