Director of Airport Operations & Customer Service – Remote Leadership Role at arenaflex

About arenaflex – Pioneering the Future of Air Travel

arenaflex is a global airline leader dedicated to connecting people, cultures, and economies across the world. With a legacy of safety, innovation, and exceptional service, arenaflex operates a vast network of routes, serving millions of passengers each year. Our mission—Connecting People, Connecting the World—goes beyond transporting travelers from point A to point B; it’s about creating seamless experiences, fostering community, and driving sustainable growth in the aviation industry.

Why This Role Is a Game‑Changer

We are seeking a visionary Director of Airport Operations & Customer Service who will lead a high‑performing team at one of our busiest hubs. This is a senior, full‑time position based at Chicago O'Hare International Airport (ORD) with a hybrid focus that blends strategic oversight, operational excellence, and a passion for delivering world‑class customer experiences. If you thrive in fast‑paced environments, love solving complex challenges, and want to shape the future of airline operations, this is the opportunity for you.

Key Responsibilities

Strategic & Operational Leadership

• Provide overall operational oversight for all airport functions, including check‑in, boarding, baggage handling, and aircraft servicing.
• Drive performance against core metrics such as On‑Time Performance (OTP), Service Quality (STAR), Customer Satisfaction (CSAT), and Safety Incident rates.
• Develop and execute a $50‑$60 million annual budget, ensuring cost control, labor efficiency, and revenue optimization.
• Lead cross‑functional initiatives that align station goals with corporate strategy, including upsell programs, ancillary revenue streams, and process improvements.

Team Management & Development

• Inspire, coach, and retain a diverse workforce of over 500 employees, including unionized staff, management, and regulatory partners.
• Foster a culture of safety, respect, and continuous improvement through regular training, performance reviews, and employee engagement programs.
• Collaborate with labor unions to negotiate fair collective bargaining agreements and maintain positive labor relations.
• Oversee the implementation of the Employee Commitment Index (ECI) and ensure a courteous, respectful workplace environment.

Regulatory & Stakeholder Coordination

• Serve as the primary liaison with TSA, FAA, CBP, local police, fire services, and other governmental agencies.
• Ensure compliance with all safety, security, and environmental regulations, including incident investigations and audit participation (PRB, SRB, ARB).
• Maintain robust relationships with airport authorities, vendors, and community partners to support seamless operations.

Customer Experience & Service Excellence

• Champion the delivery of premium customer service at every touchpoint—from curbside to gate.
• Monitor and improve key service metrics such as baggage handling accuracy, passenger flow, and on‑board assistance for special needs travelers.
• Implement innovative solutions (e.g., digital check‑in, real‑time baggage tracking) that enhance the passenger journey.

Essential Qualifications

• Education: Bachelor’s degree in Business Administration, Aviation Management, or a related field (or equivalent experience).
• Experience: Minimum 7 years of progressive leadership experience in an airport or airline operational environment.
• Financial Acumen: Proven track record managing multi‑million‑dollar budgets and delivering cost‑saving initiatives.
• Leadership: Demonstrated ability to lead large, unionized teams, negotiate collective bargaining agreements, and maintain high morale.
• Regulatory Knowledge: In‑depth understanding of FAA, TSA, and other aviation regulations.
• Analytical Skills: Strong problem‑solving abilities, data‑driven decision making, and experience with performance dashboards.

Preferred Qualifications & Additional Skills

• Master’s degree or MBA with a focus on aviation or operations management.
• Experience with airport-wide safety and security programs, including incident investigation and reporting.
• Proficiency in airline operational software (e.g., Airport Operations System, crew scheduling tools).
• Fluency in a second language is a plus, given the international nature of arenaflex’s passenger base.
• Track record of implementing technology‑driven enhancements that improve passenger flow and operational efficiency.

Core Competencies for Success

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• Communication: Clear, persuasive communication with internal teams, unions, regulators, and external partners.
• Adaptability: Thrive in a dynamic, 24/7 environment where priorities shift rapidly.
• Customer‑Centric Mindset: Passion for delivering an exceptional travel experience.
• Integrity & Safety Focus: Unwavering commitment to safety standards and ethical conduct.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its leaders. In this role, you will have access to:

• Executive mentorship programs and leadership academies.
• Cross‑functional rotations across global hubs to broaden operational expertise.
• Sponsored certifications in aviation safety, project management (PMP), and lean Six Sigma.
• Opportunities to present innovative projects to senior leadership and influence company‑wide strategy.

Work Environment & Culture at arenaflex

Our culture is built on collaboration, inclusivity, and a relentless pursuit of excellence. At arenaflex you will experience:

• A supportive, diverse workforce where every voice is valued.
• Flexible work arrangements that balance on‑site responsibilities with remote collaboration tools.
• Employee resource groups (ERGs) focused on community building, sustainability, and wellness.
• State‑of‑the‑art facilities at Chicago ORD, including modern break rooms, fitness centers, and on‑site childcare options.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base Salary: $35,000 – $40,000 per year (commensurate with experience and market benchmarks).
• Performance Bonuses: Annual incentive tied to operational and financial targets.
• Retirement Savings: 401(k) plan with company match.
• Health & Wellness: Comprehensive medical, dental, vision, and life insurance plans.
• Paid Time Off: Generous vacation, sick leave, and parental leave policies.
• Travel Benefits: Complimentary or discounted airline tickets for employees and eligible dependents.
• Professional Development: Tuition reimbursement, conference attendance, and continuous learning resources.
• Employee Assistance Program (EAP):** Confidential counseling and support services.