Job Description

The role would sit at the intersection of our customers, our operation, and our network strategy, with responsibility in the following areas:

Strategic Account Management

• Act as the primary point of contact for key customers.
• Lead customer reviews, operational meetings, and performance discussions.
• Support customer escalations, service recovery efforts, and relationship management.
• Identify opportunities to strengthen customer partnerships and support growth.

Network Performance

• Monitor operational KPIs, customer metrics, and network performance.
• Identify trends and coordinate corrective actions with Operations and Maintenance teams.
• Lead root cause reviews and performance improvement initiatives.
• Identify opportunities to improve aircraft utilization and operational efficiency.

Commercial and Network Strategy

• Support evaluation of new routes, gateways, and business opportunities.
• Participate in profitability analysis and network optimization initiatives.
• Coordinate implementation of new customer requirements and strategic projects.
• Support initiatives that improve profitability and overall network performance.

Cost and Efficiency Initiatives

• Identify opportunities to reduce operating costs and improve resource utilization.
• Lead initiatives focused on improving efficiency across the operation.
• Support continuous improvement efforts involving Operations, Maintenance, and Commercial teams.
• Develop business cases for process improvements and operational changes.

This role is intended to bridge Commercial, Operations, Maintenance, Finance, and our customers to ensure we continue to grow while improving both service and profitability.

Requirements

Required Qualifications

Bachelor's degree in Aviation, Business Administration, Engineering, Supply Chain, or a related field. MBA or advanced degree preferred.

Minimum of 10 years of progressive leadership experience in airline operations, commercial aviation, logistics, or transportation.

Demonstrated experience managing strategic customer relationships and executive-level communications.

Strong understanding of airline operations, including Flight Operations, Maintenance, Network Planning, Operational Control, and customer performance metrics.

Experience leading cross-functional initiatives involving Operations, Maintenance, Finance, Commercial, and Customer teams.

Demonstrated ability to analyze operational and financial data and translate findings into business decisions.

Experience managing complex projects from planning through implementation.

Strong analytical, negotiation, and problem-solving skills.

Excellent written, verbal, and presentation skills.

Proven ability to influence and lead cross-functional teams without direct authority.

Preferred Qualifications

Experience in ACMI, cargo airline, or airline network operations.

Experience supporting airline commercial strategy, network planning, or business development.

Knowledge of airline financial metrics, profitability analysis, and cost management.

Experience leading customer business reviews (QBRs), contract discussions, and service recovery initiatives.

Experience preparing charter quotations, evaluating operating costs, and supporting charter sales opportunities.

Knowledge of charter operations, customer requirements, aircraft performance limitations, and operational feasibility.

Familiarity with FAA Part 121 operations and airline operational performance metrics.

Advanced proficiency with Microsoft Excel and PowerPoint; experience with business intelligence and data visualization tools is preferred.

Core Competencies

Strategic Thinking

Customer Relationship Management

Commercial and Financial Acumen

Operational Excellence

Data Analysis and Decision Making

Leadership and Cross-Functional Collaboration

Negotiation and Influence

Continuous Improvement

Executive Communication

Change Management