Job Description
The Manager, Guest Operations Strategy will lead the design, implementation, and ongoing evolution of a centralized guest operations function within the Network Operations Center (NOC). This role will help transform a decentralized guest communication model into a scalable, technology-enabled operation supporting more than 200 locations across the network. This leader will drive operational modernization through the implementation of AI-enabled technologies, automation, intelligent workflow design, and advanced communication platforms to enhance guest experience, operational efficiency, and service consistency. The ideal candidate brings hands-on experience leading contact center, guest support, or operational communication transformations, including implementation and operationalization of technologies such as AI-driven transcription and summarization, workflow automation, intelligent routing, operational analytics, and cloud-based communication platforms.
Operating at the intersection of operations, guest experience, technology, and innovation, this role will oversee centralized guest support workflows including operational inquiries, service recovery intake, VIP coordination support, and network-wide guest communications. This position will play a key role in establishing the NOC as the central hub for intelligent, scalable guest operations and continuous operational improvement.
Responsibilities
- Design and implement a centralized, technology-enabled guest operations model leveraging AI, automation, analytics, and scalable communication platforms
- Establish and maintain the NOC as the operational hub for guest support and service coordination across the network
- Develop scalable workflows, service standards, escalation pathways, and support models that balance guest experience with operational efficiency
- Lead the evolution and modernization of guest operations through emerging technologies, automation, and process optimization initiatives
- Evaluate and implement tools including:
- AI-driven call transcription and summarization
- Workflow automation and intelligent routing
- Operational analytics and reporting platforms
- Cloud-based telephony and CCaaS solutions
- Self-service and digital support capabilities
- Manager the Call Center Manager and downstream teams and ensure alignment between staffing models, routing logic, performance expectations, and operational objectives
- Support long-term scalability and operational consistency across 200+ locations
- Partner cross-functionally with commercial, operational, and guest experience stakeholders to align communication strategies and service delivery
- Design and manage a centralized service recovery model, including complaint intake, issue categorization, escalation management, and resolution tracking
- Utilize guest feedback, complaint trends, and operational insights to identify service gaps and drive continuous improvement initiatives
- Partner with the Network Guest Experience Manager to support consistent handling of VIP guest interactions and operational coordination across the network
- Develop standardized communication and notification processes related to VIP arrivals, departures, service needs, and operational considerations
- Establish guest interaction taxonomies and reporting structures to translate inbound communication data into operational insights, service trends, and commercial opportunities
- Leverage operational analytics and guest interaction data to identify trends, improve decision-making, and proactively address operational challenges
Additional Knowledge And Skills
- Proven experience implementing technologies related to:
- AI-driven transcription and summarization
- Workflow automation
- Operational analytics and reporting
- Intelligent routing and categorization
- Cloud-based communication or CCaaS platforms
- Strong operational leadership and stakeholder management skills across distributed teams and functions
- Experience managing multi-channel communication environments including phone, email, and digital support channels
- Ability to operate effectively at both strategic and execution levels
- Strong change management and organizational adoption capabilities
- Innovative mindset with a focus on leveraging technology and automation to improve operational performance and guest experience
Qualifications
- 8+ years of experience in operations, guest support, contact center leadership, or operational transformation environments
- Demonstrated experience modernizing or scaling customer support or operational communication functions through AI-enabled technologies, automation, and digital communication platforms
- Experience leading large-scale operational transformation initiatives within complex, distributed organizations
About Us
With more than 225 locations worldwide, Signature Aviation is the largest global network of private aviation terminals, delivering safe, convenient, and elevated experiences to those we serve. As a premier hospitality organization and a certified Great Place to Work™, we are committed to redefining private air travel. Our nearly 6,000-strong team of aviation experts and enthusiasts is dedicated to delivering excellence to our guests and communities, and it starts with taking care of our team. Signature provides a variety of benefits, programs, and resources to support our team members’ overall well-being and professional development. We proudly volunteer and give back, focusing on elevating the neighborhoods where we operate, empowering the next generation of aviation professionals, and supporting our veterans.
From your health to your financial wellness, there are several benefits for you and your family when joining Signature Aviation.
Our Benefits
- Medical/prescription drug, dental, and vision Insurance
- Health Savings Account
- Flexible Spending Accounts
- Life Insurance
- Disability Insurance
- 401(k)
- Critical Illness, Hospital Indemnity and Accident Insurance
- Identity Theft and Legal Services
- Paid time off
- Paid Maternity Leave
- Tuition reimbursement
- Training and Development
- Employee Assistance Program (EAP) & Perks
Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.
