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.
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
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
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:
Signature Aviation is the world’s preeminent aviation hospitality company, offering exceptional experiences and essential support services to business and private aviation guests. The company’s large-scale infrastructure footprint enables travel, fosters human connection and is a critical global economic driver. Signature operates an industry-leading network of private aviation terminals, with over 200 locations covering key destinations in 27 countries across five continents and is the largest distributor of sustainable aviation fuel (SAF). The company also offers nearly 15 million square feet of carbon neutral multiuse office and hangar real estate globally, providing unique networkwide benefits and advantages to guests who base their aircraft at a Signature location. For more information, please visit www.signatureaviation.com.
