Director of Airline Operations

Job Title: Director of Airline Operations
Department: Airline Repair Services
Reports To: GM/EVP, Repair Services 

Location: Remote (US/Canada)
Employment Type: Full-Time 

Position Summary 

We are seeking a strategic, growth-focused Director of Airline Operations to lead our high-impact Airline Repair Services division. This remote role is ideal for a results-driven leader with strong operational, financial, and business development expertise who thrives in a fast-paced environment. You’ll oversee a team of 25+ professionals, deepen relationships with key airline partners, and aggressively pursue new business opportunities to expand market share. 

The ideal candidate brings a balance of sales strategy, relationship management, and operational excellence, with the ability to align North American operations with global corporate objectives, particularly in collaboration with our international leadership team. 

Key Responsibilities 

Strategic & Financial Leadership 

• Develop and execute divisional strategies that drive growth, customer value, and operational efficiency.
• Achieve EBIT and revenue targets by managing P&L, reducing internal costs, and optimizing workflows.
• Lead strategic planning initiatives that align cross-functional teams with organizational goals and create scalable operational models.

Business Development & Growth 

• Lead business development strategy to grow claim volume with current airline partners and secure new partnerships from competitors.
• Build and maintain strong executive relationships with existing airline clients to foster trust, improve engagement, and expand the scope of services.
• Identify upselling opportunities and additional service needs within the existing client base.
• Develop and manage a pipeline of prospective airline clients through networking, conferences, and direct outreach.
• Collaborate with the other leaders to create compelling proposals, pricing strategies, and onboarding plans for new clients.
• Represent the company externally at industry events to increase visibility and market credibility.

Team & Performance Management 

• Lead a high-performing team consisting of a Senior Manager, Team Lead, QA Analyst, Business Development & Training Manager, and ~20 Claims Specialists.
• Foster a collaborative, results-oriented culture focused on continuous improvement and accountability.
• Monitor team performance and SLA adherence, ensuring superior customer service and operational consistency.
• Develop talent through coaching, mentorship, and structured performance management processes.

Cross-Cultural & Global Alignment 

• Collaborate closely with international stakeholders, particularly senior leadership in Japan, to ensure North American operations align with global strategies.
• Navigate time zone differences and cultural nuances effectively to support smooth cross-border communication and execution.

Operational Excellence & Reporting 

• Oversee end-to-end service delivery operations, ensuring claims are resolved efficiently and in compliance with client expectations.
• Track and report on KPIs including revenue, forecast accuracy, claim volume, customer satisfaction, and SLA compliance.
• Use Excel, Office Suite tools, and Salesforce for reporting, analysis, and financial modeling; prepare clear, impactful slide decks in PowerPoint for internal and external stakeholders.

Qualifications 

• 5+ years of airline industry expertise and knowledge required
• 8+ years of progressive leadership experience in operations, customer service, logistics, or a related industry.
• Post-secondary education in Business, Operations, or a related field; Professional Designation or equivalent experience is preferred.
• Proven success managing P&L, leading business development initiatives, and growing customer accounts.
• Experience negotiating and maintaining executive-level partnerships.
• Strong analytical, communication, and presentation skills.
• Proficiency with Microsoft Excel, PowerPoint, and Office Suite; familiarity with Salesforce is an asset.
• Ability to travel domestically and internationally as required.
• Experience working across cultures, time zones, and languages is a plus.

Key Performance Indicators 

• Revenue growth compared to budget and forecast
• EBIT and margin improvements
• Acquisition of new airline partners
• Growth in claim volume with existing clients
• SLA adherence and customer satisfaction scores
• Employee engagement and team performance

Essential Job Functions and Physical Requirements 

• Travel Requirements: This position requires air travel approximately 20–30% of the time. The ability to travel independently by airplane is an essential function of this role, including occasional overnight stays and availability outside of standard business hours based on operational needs.
  
• Physical Requirements:
  • Ability to lift, carry, push, and pull up to 20–25 pounds independently.
  • Ability to sit and/or stand for extended periods.
  • Ability to occasionally bend, kneel, crouch, or reach to perform routine or business-related tasks.
    
• Communication & Collaboration Requirements:
  • Active participation in virtual meetings is an essential function of this role. The employee must be able to consistently engage in scheduled video calls, presentations, and team discussions using various video conferencing platforms.
  • Ability to communicate effectively in English, both verbally and in writing.
  • Ability to manage multiple tasks and shifting priorities with attention to detail and responsiveness.
  • Ability to work independently while also collaborating in a team environment.
    
• Remote Work Requirements:
  • Must have access to a reliable internet connection and maintain a professional, distraction-free remote work environment.
  • Must be available during core business hours unless otherwise approved by management.
    
• Technology Use:
  • Ability to operate a computer, phone, and standard office equipment for extended periods.
  • Proficiency or willingness to learn digital platforms for communication, documentation, and task management.
    
• Attendance and Time Commitment:
  • Regular, predictable attendance is required.
  • Timely responsiveness and presence during scheduled virtual meetings and operational check-ins is expected.
    
    

Why Join Us? 

This is a high-impact leadership opportunity within a mission-driven company focused on improving mobility and customer experience for travelers across North America. You’ll have the autonomy to shape a growing division, the support of a passionate and collaborative team, and the chance to make a meaningful difference in the airline and personal mobility solution industries.