Job Description

The Market General Manager oversees all aspects of 2 or more private aviation terminals (PATs) within a defined market focusing on operational excellence and creating exceptional guest experiences. This leadership role offers the opportunity to drive meaningful impact every day by serving as a culture champion and as a role model for Signature's values of Be One Team, Deliver Safety and Excellence, Shape the Future, and Lead with Trust. Whether coordinating ramp operations, guest services, or team performance, the Market General Manager ensure every aspect of the PATs run smoothly.

This role requires flexibility with scheduling that may include nights, holidays, and weekends. Working onsite is required and essential to foster a strong team environment. You must also be comfortable working in indoor and outdoor environments, near active aircraft and ground service equipment, and in varying weather conditions.

(Other duties may be assigned)

• Oversee all business functions at two or more PATs including proper delivery of services, equipment and maintenance, condition of facilities, and staffing.
• Frequently required to be present at and drive between assigned PATs and travel to assigned Signature locations and events.

• Develop an understanding of the market, including growth opportunities, and create new prospects by developing relationships with guests, airport authorities, and representatives of associated industries to evaluate and promote improved and expanded services.

• Conduct ongoing analysis of competition to include selling points, product offerings, and pricing. Coordinate with the Revenue Management team to remain locally competitive.

• Plan, direct, and coordinate activities related to the sale and provision of general aviation support services such as fuel ordering and hangar space and/or office rental.

• Responsible for the P&L and financial management of the locations including capital expenditures, forecasting, budgeting, audit performance and expense management.

• Accountable for performance of key metrics (i.e. guest experience, safety, labor efficiency) to align with organizational goals.

• Act as company liaison in matters related to the airport community.

• Responsible for compliance with all rules, regulations, and policies as issued by the company and local, state, federal, and airport authorities.

• Manage any regulatory compliance, audits, and/or reporting for airport or government parties if requested.

• Understand, comply with, and enforce all operational, fuel quality control, safety, and guest service requirements.

• Stop work when an unsafe condition or act is likely to cause harm to people, the environment, Company, or guest assets, or the Company's reputation if the work continues.

• Follow emergency response procedures during critical events.

• Understand, comply with, and enforce all security (physical, cyber and data) protocols as dictated by both the Company and the airports.

• Lead a team conducting base operations safely and efficiently in accordance with established policies and standard operating procedures (SOPs) ensuring efficient and accurate communication through various methods to accomplish operational tasks.

• Establish a culture that promotes safety through daily observations, shift briefings, routine audits, maintenance of safety reporting platform, monthly safety meetings, training, and documented safety procedures. Formulate procedures for use in event of aircraft accidents, fires, or other emergencies.

• Conduct accident investigations to determine root causes, including all reporting involved with the incident.

• Ensure proper staffing levels are maintained based on daily/weekly/monthly volumes.

• May manage one or more subordinate General Managers.

• Manage and direct activities of subordinate leaders and team members at multiple locations. This includes scheduling, coordinating and assigning duties to qualified team members, conducting shift and team member meetings, and managing special events.

• Identify, develop, and promote internal talent to fill critical leadership roles at every level across the organization.

• Oversee in person, activities of team members involved in ramp operations, guest services, repair and maintenance of ground service equipment and at some locations, aircraft.

• Ensure training and development of team members to improve work performance and maximize team member potential.

• Partner with training team to assess training effectiveness, evaluate performance, and completion of team member training records.

• Manage the performance of team members to ensure technical accuracy, demeanor, and adherence to company policies and procedures. Conduct high performing conversations and performance reviews.Correct performance deficiencies and administer corrective action as needed.
• Interview, hire, onboard, train, and manage team members ensuring their engagement and development.

• Maintain accurate records pertaining to time worked by team members, activities and services performed. Responsible for payroll oversight and compliance.

• Serve as a resource on guest service matters and as an escalation point for guest concerns.

• Ensure team members are proactively preparing for arriving/departing aircraft and support ramp operations as needed to ensure service needs are met for our guests, clients, vendors, and aircraft crew.

• Perform monthly Quality Based Visit (QBV) at each assigned location and ensure the Assistant General Manager(s) and/or Operations Manager(s) participate. Ensure QBVs are completed by any subordinate General Managers.

Minimum Education and/or Experience:

• Bachelor’s Degree from a four-year college or university or five (5) years related experience and/or training; or equivalent combination of education and experience. One (1) to two (2) years of experience in managing a team is required.
• Trained and approved to perform required operational certifications (e.g., towing, deicing) as required by base-specific operations is preferred. Ability to become approved is required. Consideration will also be given to external candidates with experience in these areas.

• Minimum of 18 years of age.

• Ability to pass company background checks (criminal and motor vehicle), drug tests, meet airport background check requirements to receive and maintain an airport security badge, and be insurable by the Company's applicable insurance policies.

• Excellent vision and coordination to move and/or direct aircraft and visually inspect aircraft fuel.

• Ability to pass a color vision test for purposes of inspecting aircraft fuel.

• Must be legally authorized to work in the jurisdiction of employment.

• Must possess a valid state driver’s license.

Additional essential knowledge and skills:

• Leadership Skills: Ability to assign tasks wisely, provide feedback to improve performance, administer corrective action, and motivate others.
• Hospitality Skills: Excellent guest service skills with an energetic, outgoing, and guest-obsessed personality. Must be able to anticipate guest needs and prioritize guest requests and job responsibilities by exhibiting a keen ability to multi-task in a fast-paced environment. Must be able to maintain professionalism and confidentiality. Experience with conflict resolution in a hospitality environment is preferred.

• Language Skills: Ability to read and comprehend documents such as safety rules, operating instructions, and procedure manuals, and for safety-sensitive tasks, in English. Clearly communicate in English with others in person, via telephone, radio communicators, and in writing. Ability to write routine reports, personnel documents and correspondence.

• Financial Skills: Basic knowledge of operation budget and P&L and an understanding of how margin, revenue, and cost impact the business. Ability to enact responsible changes to base processes to maximize financial performance.

• Math Skills: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

• Communication Skills: Able to use telephone, fax, two-way radio, email, or text messaging to contact guests, crew members, team members, or emergency personnel. Ability to speak effectively before groups of guests or team members and present information and respond to inquiries.
• Physical Ability: Must be able to physically enter/exit and operate motor vehicles and ground support equipment such as fuel trucks, vans, tugs, freight handling equipment, and cars.
• Critical Thinking / Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule format.
• Interpersonal Skills: Ability to get along and work well with others. Excellent interpersonal skills for consistent effective collaboration with team members and service to guests.
• Multitasking: Ability to handle multiple tasks simultaneously while maintaining attention to detail. High level of concentration is required to ensure accuracy in a busy setting.
• Computer Skills: Ability to use a computer, including pass computer-based training modules. Proficient in Microsoft Office suite (Word, Excel, PowerPoint, and Outlook) and ability to learn company software.
• Task Management: Excellent time/project management and organizational skills. Ability to successfully and timely complete Signature’s training programs.
• Travel: Ability to travel between locations (50%) as needed.