Experience Standards & Quality Manager

RESPONSIBILITIES Experience Quality & Service Excellence

Act as Aero’s primary Quality ambassador for the cabin, lounge, and fleet experience.

Serve as a visible, high-touch Experience ambassador, working closely with Experience Leads to build personal relationships with frequent guests, deeply understand their preferences, and deliver a journey that feels genuinely bespoke; act as the local face of Aero by greeting guests on arrival and departure, serving as their primary point of contact for feedback, special requests, and real-time service recovery in your region.

Observe, assess, and continuously evaluate guest experience delivery across scheduled and charter flying.

Conduct experience quality audits, ride-along flights, jet and lounge walk-throughs to ensure the fleet and lounges are presented and maintained to Aero standards.

Identify service gaps, inconsistencies, and opportunities; partner with the Director of Experience Design & Development to address them through updated standards, tools, or training inputs. Champion service recovery best practices and ensure consistent guest-first execution during irregular operations.

Experience Leadership Partnership & Coverage

Serve as a close leadership partner to the Inflight & Lounge Experience Manager.

Provide management coverage and deputization when required, including:

Supporting real-time guest experience decision-making during disruptions

Assisting with last-minute coverage challenges and charter escalations from an Experience perspective

Representing Experience leadership in cross-functional discussions when needed

Fly and work in the lounge regularly to maintain credibility, firsthand insight, and strong relationships with Experience Leads and Specialists.

Actively participate in service delivery to model Aero’s service standards and behaviors.

Provide full support for all departures from Southern Florida, including passenger greeting, check-in, and screening procedures.

Base Experience & Lounge Oversight

Serve as the on-site representative for the Director of Experience Design and Development during the build out of Aero’s lounge in Southern Florida.

Ensure the Aero lounge and jets consistently reflect brand standards for:

Cleanliness, readiness, visual presentation, and guest flow

Inventory accuracy, first-choice meal availability, and thoughtful amenity presentation

Oversee base-level food & beverage execution, amenities, and vendor coordination, ensuring daily delivery meets Aero experience standards.

Manage key base-level experience vendor relationships and contracts, including catering, beverage partners, cleaning, and specialty service providers, ensuring:

Consistent quality and service levels

Adherence to brand and experience standards

Timely issue resolution and performance feedback

Partner with the Director of Experience Design & Development on:

Contractual inputs and renewals related to the guest experience

Service scope changes or experience enhancements at the base level

Partner with Finance to ensure adherence to per-guest budgets, controlled spending, and responsible inventory management.

Support execution of special events, jet visits, brand moments, and guest activations in collaboration with Marketing and Business Development.

Experience Standards, Feedback & Continuous Improvement

Own the closed-loop feedback process for experience insights gathered from:

Direct observation (cabin, lounge, fleet)

Experience Lead and Specialist feedback

Guest feedback

Translate insights into clear recommendations for:

Service flow enhancements

Resource or amenity refinements

Experience-focused process improvements

Support the Director of Experience Design & Development by surfacing real-world insights that inform updates to experience documentation and standards

Act as a trusted conduit between frontline Experience teammates and leadership, ensuring information flows clearly, consistently, and constructively.

People Leadership

Take on the future management of the Southern Florida Base coordinator, ensuring all stocking needs are consistently met.

Assist in the expansion of the Southern Florida Experience team by conducting in-person candidate interviews.

Visible leadership presence for Experience Leads and Specialists through coaching, feedback, and example-setting.

Trusted escalation point for Experience-related quality concerns.

REQUIREMENTS 5+ years of experience managing CSRs in part 91/135 operations.

Experience flying as CSR in part 91/135 operations.

Must successfully complete and maintain Aero’s Experience Lead Trainer accreditation

Must successfully complete and maintain TSA screening accreditation

Strong understanding of aviation safety, part 91/135 operations, regulatory compliance, and TSA/OSHA requirements.

Excellent communication skills, both written and oral.

A passion for service, and proven ability to lead and inspire teams to always be better, as well as collaborate with diverse stakeholders, including government representatives.

Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment.

Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes.

Must be able to work on your feet for at least 8 hours. Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.). Occasionally kneel, bend, carry and assist around the aircraft.

Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin.

Must live within 60 minutes of the OPA Airport.

Must be a US Citizen

As this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to pre-employment testing and random testing throughout employment for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP)