Managing Director, Inflight Dining Operations

About This Role

This role will lead the strategic transformation and operational implementation of American Airlines' inflight dining experience, overseeing global catering operations and driving continuous improvement in customer satisfaction. This position requires a visionary leader to enhance the onboard dining product and team member experience across a vast global network.

Responsibilities

• Provide strategic leadership in the execution of large-scale initiatives including planning, financial analysis, implementation, and continuous improvement
• Manage global catering operations to ensure consistent and timely delivery of high-quality products in partnership with internal and external stakeholders
• Oversee significant catering logistics to ensure optimal equipment placement and efficiency
• Collaborate with business partners to reimagine supply chain and business processes at commissaries and airline kitchens
• Continuously evaluate customer satisfaction trends and refine product offerings to improve Net Promoter Scores
• Engage Flight Attendants and customers in forums to obtain feedback on improving the customer and team member experience
• Collaborate across multiple workgroups including Customer Experience, Inflight, Marketing, and Procurement
• Develop and enhance relationships with catering business partners and food service suppliers
• Represent American at industry associations and trade groups to stay current with trends and new products
• Lead and transform onboard revenue opportunity programs, including Food for Sale
• Lead galley packing efforts for intuitive, efficient, flight attendant-friendly, and safe pack out
• Develop a future roadmap for inflight dining transformation with technology enhancements and process improvements
• Create a culture within the team that models American Airlines leadership values

Requirements

• Bachelor’s degree in Business Administration, Management, relevant field or equivalent work experience
• 10 years of progressive leadership experience including leading multi-level teams and frontline employees
• 5 years leading global catering operations for a major airline or food supply chain at a major corporation
• Demonstrates the highest standards of personal ethics and integrity
• Ability to be an action-oriented, process and results-driven leader
• Ability to lead a team with oversight of a 24/7 operation
• Demonstrated ability to deliver results while simultaneously managing multiple priorities and projects
• Demonstrated expertise in process improvement and supply chain
• Strong strategic problem-solving skills
• Ability to influence cross-functional teams with exceptional relationship-building skills
• Strong decision-making and organizational skills
• Excellent verbal and written communication skills
• Proficient in Microsoft Word, Excel, Outlook, PowerPoint, Access and other Company systems

Qualifications

• Bachelor’s degree in Business Administration, Management, relevant field or equivalent work experience
• 10 years of progressive leadership experience, including leading multi-level teams and frontline employees, with 5 years leading global catering operations for a major airline or food supply chain at a major corporation

Nice to Have

• Advanced Degree
• Six Sigma certification or experience
• Knowledge of airline catering, inflight, or airport operations

Skills

* Required skills

Benefits