Cabin Operations Manager at Flexjet in Cleveland, OH, United States

Job description

• Flexjet is seeking an experienced and dynamic Cabin Operations Manager (COM) to lead the day-to-day management of our Global Cabin Services operation.
• Based at our Cleveland, Ohio headquarters, the Cabin Operations Manager is responsible for the operational leadership, performance, engagement and development of the Cabin Server team while ensuring the consistent delivery of Flexjet's world-class Owner Experience.
• Reporting directly to the Senior Leadership Team, the Cabin Operations Manager serves as the operational leader of the Cabin Services department, balancing people leadership with operational excellence. The role requires an experienced aviation professional with a strong cabin services background, exceptional leadership capability, sound operational judgement and a passion for developing high-performing teams.
• The Cabin Operations Manager is a visible leader who champions Flexjet's culture, values and service philosophy every day, ensuring Cabin Servers are supported, accountable and equipped to consistently deliver exceptional service.
• Although this is primarily a ground-based leadership role, operational flying may be required from time to time to maintain operational credibility, support the business and remain connected to the onboard experience.

Responsibilities

• Operational Leadership
• Lead the day-to-day operational management of the Global Cabin Services team.
• Provide operational oversight ensuring Cabin Servers are supported to safely and effectively perform their duties.
• Act as the primary operational escalation point for Cabin Servers.
• Partner closely with Flight Operations, Crew Services, Training, Owner Experience, Safety, Standards and HR to deliver seamless operations.
• Monitor operational trends and implement improvements to enhance efficiency and service consistency.
• Support irregular operations and operational recovery during disruption.
• Travel as required to support the operation, conduct meetings, audits and team engagement activities.
• People Leadership
• Lead, coach and develop a high-performing Cabin Services team.
• Build trusted relationships with Cabin Servers through regular communication and visible leadership.
• Foster a culture of accountability, ownership, collaboration and continuous improvement.
• Conduct performance reviews, development discussions and career planning.
• Recognize exceptional performance and identify future leaders within the department.
• Manage performance concerns promptly and fairly in partnership with Human Resources.
• Monitor attendance, wellbeing and employee engagement while promoting a healthy working environment.
• Service Excellence
• Champion Flexjet's service philosophy and ensure consistent delivery of premium hospitality standards.
• Drive continuous improvement across cabin service standards, consistency and Owner satisfaction.
• Conduct onboard observations, audits and service evaluations as required.
• Partner with Training to identify coaching opportunities and service development initiatives.
• Maintain oversight of service quality metrics, customer feedback and operational performance indicators.
• Culture & Engagement
• Be the daily ambassador for Flexjet's culture, values and leadership expectations.
• Drive engagement through regular communication, team meetings and recognition initiatives.
• Promote collaboration across departments and create a highly connected Cabin Services team.
• Support change management initiatives and help embed new operational processes.
• Maintain a positive, inclusive and professional team environment.
• Operational Oversight
• Maintain oversight of Cabin Server staffing levels, assignments and operational coverage.
• Support recruitment, interviewing and selection of new Cabin Servers.
• Partner with Crew Services to optimize scheduling and resource allocation.
• Monitor operational readiness including aircraft stocking standards, inventories, onboard equipment and cabin readiness.
• Review operational reports, safety reports and service trends to identify improvement opportunities.
• Ensure departmental policies and procedures remain current and aligned with company objectives.
• Leadership & Strategy
• Contribute to the strategic development of Cabin Services.
• Participate in cross-functional initiatives supporting business growth and operational excellence.
• Develop reporting and operational metrics for Senior Leadership.
• Prepare regular updates and presentations highlighting departmental performance, risks and opportunities.
• Lead departmental projects and continuous improvement initiatives.

Requirements

• Bachelor's degree or equivalent work experience in aviation, hospitality, business, or a related field.
• 4+ years of experience in cabin services, aviation operations, or luxury customer service.
• Experience leading, coaching, and supporting front-line teams in a fast-paced environment.
• Strong background in customer service, team development, and day-to-day operational coordination.

Skills

Required

• Operational leadership
• People leadership
• Coaching and development
• Customer service excellence
• Operational coordination
• Performance management
• Communication
• Collaboration
• Problem-solving
• Strategic thinking