Experienced Airport Operations Director – Airline Customer Service & Station Leadership (Remote-Friendly Strategic Role)

About arenaflex – Where Careers Take Flight

Welcome to arenaflex, a forward-thinking global aviation organization committed to connecting people, cultures, and communities across every continent. At arenaflex, our mission extends far beyond simply transporting passengers from one destination to another. We believe in creating meaningful connections, fostering inclusive workplaces, and empowering our team members to grow professionally while making a real impact in the dynamic world of commercial aviation.

As a leading force in the airline industry, arenaflex operates in hundreds of locations worldwide, serving millions of customers annually and employing thousands of dedicated professionals who keep our operations running smoothly around the clock. Our shared vision emphasizes not only operational excellence but also social responsibility, diversity, and opportunity creation in every region we serve. We are expanding rapidly, and in the coming years, we plan to hire thousands of new team members across every department of our organization.

When you join arenaflex, you become part of a culture that truly values work-life balance, personal growth, and global mobility. From employee-led Business Resource Groups to world-class benefits including parental leave, retirement planning, and travel privileges, arenaflex offers a workplace experience unlike any other in the aviation sector.

Position Overview

We are currently seeking a dynamic and results-oriented Director of Airport Operations – Customer Service Leadership to oversee station performance and service delivery at one of our major hub locations. This is an exciting opportunity for an experienced aviation leader to drive operational excellence, manage large-scale teams, and shape the future of customer experience at arenaflex. The successful candidate will lead all aspects of concourse operations, including above-wing and below-wing activities, while collaborating with union leadership and cross-functional partners to deliver exceptional results.

This role is based on-site at a major international airport hub, specifically Chicago's ORD airport, and reports directly to senior airport operations leadership.

Key Responsibilities

Station Operational Performance

• Drive key reliability metrics across the station, including on-time performance (OT:00), Star ratings, international operations, mainline service tracking, commitment metrics, and Minimum Connecting Time Achievement (MBTA).
• Ensure consistent achievement of Performance Leadership Bonus (PLB) objectives and operational milestones.
• Maintain full accountability for arenaflex Track, United Performance (UP), Customer Handling, and Ramp Handling metrics.
• Lead and oversee the Genius Team process to drive continuous operational improvements and innovation.

Station Safety and Security

• Ensure achievement of Aircraft Damage and Lost Time Injury (LTI) targets across all operational areas.
• Maintain strict compliance with PPBM (Passenger Property Baggage Management) and weight regulations.
• Conduct thorough accident investigations and produce accurate reporting documentation.
• Participate actively in audit panels including PRB, SRB, and ARB reviews.
• Serve as the primary liaison with government agencies including TSA, Airport Authority, CBP, Police, Fire Department, FBI, DPU, and FAM.

Workforce and Employee Activities

• Foster a respectful, courteous, and professional work environment, with measurable success demonstrated through ECI (Employee Climate Index) performance metrics.
• Implement and oversee comprehensive training programs, including mandatory, recurring, and ad-hoc learning initiatives.
• Drive employee engagement and enablement through consistent communication and recognition programs.
• Maintain a robust employee recognition program that celebrates individual and team contributions.
• Support talent management, succession planning, and career progression for all team members.
• Collaborate on shared responsibility for Absence Management initiatives.
• Lead the Problem Resolution Process across all areas of operational responsibility.

Financial Performance and Budget Management

• Manage a consolidated operating budget ranging from $50M to $60M annually.
• Ensure strict cost control and achievement of both operational and capital expenditure targets.
• Oversee labor delivery against operational plans and seasonal demand fluctuations.
• Drive Upsell performance to consistently meet or exceed revenue objectives for the station.

Essential Qualifications

To succeed in this challenging and rewarding role, candidates must possess the following minimum qualifications:

• Education: Bachelor's degree from an accredited institution, or equivalent significant relevant work experience in lieu of a degree.
• Management Experience: A minimum of 7 years of progressive leadership experience within an airport operational environment.
• Business Acumen: Demonstrated success managing multi-divisional, complex business operations including logistics, operational systems, performance metrics, and large-scale budgets.
• People Leadership: Proven track record of successfully leading, developing, and managing large teams across diverse functional areas.
• Decision-Making Skills: Demonstrated ability to make sound, goal-oriented decisions under pressure and within tight timeframes.
• Problem-Solving Expertise: Strong capabilities in problem identification, root cause analysis, action planning, and continuous improvement methodologies.
• Process Knowledge: Extensive experience with operational and corporate processes, systems, and best practices.
• Safety Management: Solid background in managing safety programs and ensuring compliance with regulatory requirements.
• Union Experience: Prior experience managing within a unionized workforce environment with demonstrated success in labor relations.

Preferred Qualifications and Additional Competencies

• Departmental safety management certification or equivalent training.
• Experience with regulatory and policy compliance at the federal and state level.
• Background in departmental training design and facilitation.
• Operational oversight experience for vendor fueling operations.
• Operational oversight experience for all deicing operations.
• Operational oversight experience for special services areas, including wheelchair assistance and Unaccompanied Minor (UMNR) handling.
• Global Services and arenaflex Club support experience.
• Strong project management skills with demonstrated success leading complex initiatives.

Skills and Competencies for Success

The ideal candidate for this position will demonstrate:

• Strategic Thinking: Ability to translate organizational vision into actionable operational strategies.
• Leadership Presence: Strong interpersonal skills with the ability to inspire, motivate, and lead diverse teams.
• Communication Excellence: Outstanding written and verbal communication skills, with the ability to convey complex information clearly to stakeholders at all levels.
• Collaboration: Proven ability to build effective partnerships with union leadership, cross-functional teams, and external agencies.
• Adaptability: Comfort with working in a fast-paced, dynamic environment with shifting priorities.
• Analytical Skills: Strong data-driven decision-making capabilities and proficiency with performance metrics and reporting tools.

Compensation and Benefits

At arenaflex, we believe in rewarding our team members with competitive compensation packages designed to support their financial well-being, health, and lifestyle. This position offers an annual salary range of $35 to $40 per hour equivalent, commensurate with experience and qualifications. Additional benefits include:

• Comprehensive medical, dental, and vision insurance coverage.
• Retirement savings plan with company matching contributions.
• Paid parental leave for new parents.
• Travel privileges and discounted flights for employees and eligible family members.
• Employee-led Business Resource Groups fostering diversity and inclusion.
• Tuition reimbursement and professional development support.
• Health and wellness programs.
• Paid time off and holiday benefits.

Career Growth and Development Opportunities

Joining arenaflex means unlocking access to unparalleled career advancement opportunities within a global aviation leader. We invest heavily in our team members' professional growth through structured leadership development programs, mentorship initiatives, and continuous learning opportunities. As arenaflex continues to expand globally, new roles and promotional pathways are constantly emerging, providing motivated professionals with the chance to grow their careers across operations, corporate functions, and international markets.

Work Environment and Company Culture

At arenaflex, we pride ourselves on cultivating an inclusive, diverse, and innovative workplace where every team member's contribution is valued. Our culture is built on mutual respect, collaboration, and a shared commitment to excellence. We embrace diversity of experiences, perspectives, and backgrounds, recognizing that our differences make us stronger. arenaflex is an equal opportunity employer, and we encourage applications from individuals of all races, religions, ethnicities, gender identities, sexual orientations, abilities, veteran statuses, and other protected categories. We are committed to providing reasonable accommodations throughout the recruitment and employment process for candidates with disabilities.

How to Apply

If you are a seasoned aviation operations leader ready to take your career to new heights, we encourage you to apply for this exciting opportunity at arenaflex. Please submit your application through our official careers portal, ensuring that you include all required documentation, including your qualifications certificate with mark sheets, passport-size photographs, and signature. We carefully review every application and will reach out to qualified candidates to schedule interviews.

Your Next Adventure Awaits

This is more than just a job; it is an opportunity to be part of something extraordinary. At arenaflex, you will lead critical operations that keep millions of travelers moving safely and efficiently every year. If you are passionate about aviation, thrive in challenging environments, and want to make a tangible impact on a global scale, arenaflex is the place for you. Apply today and embark on a career journey that will take you places you have only dreamed of.