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.
Design and implement a centralized, technology-enabled guest operations model leveraging AI, automation, analytics, and scalable communication platforms
Establish and maintain the NOC as the operational hub for guest support and service coordination across the network
Develop scalable workflows, service standards, escalation pathways, and support models that balance guest experience with operational efficiency
Lead the evolution and modernization of guest operations through emerging technologies, automation, and process optimization initiatives
Evaluate and implement tools including:
AI-driven call transcription and summarization
Workflow automation and intelligent routing
Operational analytics and reporting platforms
Cloud-based telephony and CCaaS solutions
Self-service and digital support capabilities
Manager the Call Center Manager and downstream teams and ensure alignment between staffing models, routing logic, performance expectations, and operational objectives
Support long-term scalability and operational consistency across 200+ locations
Partner cross-functionally with commercial, operational, and guest experience stakeholders to align communication strategies and service delivery
Design and manage a centralized service recovery model, including complaint intake, issue categorization, escalation management, and resolution tracking
Utilize guest feedback, complaint trends, and operational insights to identify service gaps and drive continuous improvement initiatives
Partner with the Network Guest Experience Manager to support consistent handling of VIP guest interactions and operational coordination across the network
Develop standardized communication and notification processes related to VIP arrivals, departures, service needs, and operational considerations
Establish guest interaction taxonomies and reporting structures to translate inbound communication data into operational insights, service trends, and commercial opportunities
Leverage operational analytics and guest interaction data to identify trends, improve decision-making, and proactively address operational challenges
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:
Medical/prescription drug, dental, and vision Insurance
Health Savings Account
Flexible Spending Accounts
Life Insurance
Disability Insurance
401(k)
Critical Illness, Hospital Indemnity and Accident Insurance
Identity Theft and Legal Services
Paid time off
Paid Maternity Leave
Tuition reimbursement
Training and Development
Employee Assistance Program (EAP) & Perks
Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or other protected characteristics.
