General Manager, Airport Services

General Manager, Airport Services

Job Description:

Job Summary:

The General Manager (GM) is the single point of accountability for the entire station operation. The GM ensures safety, regulatory compliance, financial performance, and operational excellence across all verticals touching JSX at the station including Hospitality, Maintenance (MX), Catering, Valet, and ground handling partners. The GM is the ultimate owner of the station, responsible for setting it up for success, driving effective execution, and ensuring continuous improvement in both the short and long term. They represent JSX to airport authorities, government agencies, and all external stakeholders, and they ensure that every operational partner performs to JSX standards. The GM leads through a team of Duty Managers, Supervisors, and (at mega stations) an Assistant General Manager, ensuring a reliable, joyful, and seamless experience for every Customer.

Responsibilities / Day in the Life Tasks:

Station Ownership & Cross-Functional Accountability

• Serve as the single point of accountability for the entire station owning outcomes across Hospitality, MX, Catering, Valet, and all ground handling operations
• Ensure all operational verticals are aligned, performing to standard, and delivering a unified customer experience
• Manage the station as an integrated operation, proactively identifying and resolving cross-functional gaps before they impact the Customer or Crewmember experience
• Act as the final decision-maker at the station level for operational, personnel, and vendor matters
• Maintain 24/7 availability as the ultimate escalation point for the station

Safety & Regulatory Compliance

• Be a champion for safety through accountability, awareness, and communication across all station teams and business partners
• Ensure compliance with all FAA, TSA, DOT, ADA, CBP, and company regulations and protocols

• Require that all Crewmembers and business partners conduct themselves in a manner that reflects JSXs commitment to safety

• Oversee, mitigate, and close all station safety reports and issues; lead or oversee risk assessments, safety audits, and investigations as needed
• Ensure station compliance with JSX Safety Management System (SMS) and all applicable security standards

Financial Performance & Budget Management

• Own station P&L performance; manage and monitor budgets, labor costs, supply spend, and vendor costs to achieve financial targets
• Audit station supply orders to ensure budget compliance and alignment with organizational mission
• Review, approve, or deny expense reports from station leadership and ensure company credit card usage is within policy
• Conduct ongoing needs assessments and provide timely budget recommendations to prevent operational capability deficits due to expansion or increased volume
• Partner with Finance and Planning to deliver accurate forecasts and identify cost optimization opportunities

Stakeholder, Vendor & Contract Management

• Develop and maintain relationships with all external stakeholders including airport authorities, FBOs, MX providers, catering vendors, valet partners, and regulatory agencies
• Monitor the performance of all business partners and vendors against contractual requirements; commend and remediate as appropriate
• Ensure station leaders are documenting vendor issues and praises for consistent tracking and follow-up
• Represent JSX in local airport meetings, community engagements, and regulatory interactions
• Negotiate and manage local service agreements and operational arrangements as delegated

Team Leadership & Development

• Lead, inspire, and develop the station leadership team (ASGM, Duty Managers, Supervisors) to ensure execution and accountability

• Guide and develop current station leaders to ensure they are ready to step into future leadership roles
• Ensure full compliance with all JSX required training for all Crewmembers at the station

• Recruit, hire, and onboard station leadership positions in alignment with company standards

• Oversee the creation and maintenance of an environment where all Crewmembers at the station can thrive
• Model JSX values and set the tone for station culture, engagement, and morale
• Manage corrective actions, performance management, and staffing decisions (increases/decreases) for the station

Operational Performance & Customer Experience

• Ensure outstanding operational performance through effective cross-functional leadership during day-to-day operations

• Work with other operational and planning departments to monitor and maintain on-time performance, including D0 and A14 company goals
• Lead the team to deliver superlative customer service through engagement, motivation, coaching, and leadership
• Monitor and act on customer feedback, NPS scores, and hospitality scorecard metrics
• Maintain awareness of issues identified in station meetings; ensure leadership acts on reported issues in an appropriate and timely manner

Strategic Planning & Continuous Improvement

• Provide strategic input to senior leadership on station performance, growth opportunities, and operational improvements
• Assist the schedule planning and finance departments with future schedules to ensure adequate crewmember coverage and facility management
• Support station openings, closures, and expansion initiatives as assigned
• Identify and implement process improvements to enhance operational efficiency and customer experience
• Extensive travel as required to complete projects and maintain relationships with airports, Crewmembers, and Customers

Facility & Equipment Standards

• Ensure that a high standard is set with regard to the appearance of all assigned facilities, equipment, and business partner spaces
• Coordinate facility maintenance, improvements, and equipment needs to support safe and reliable operations

Culture:

This Is How We Fly

Our Core Purpose is to deliver a joyful, simple travel experience for every Customer, in every interaction, every day. By living our values, we'll be the world's most loved air carrier, providing superior results for all stakeholders.

I display a positive attitude. For others, and for myself.

I am an expert in my role. If I don't know, I learn. If I need help, I ask.

I act with integrity every day. I never compromise on safety or security.

I am adaptable. I don't just expect challenges, I embrace them.

I am engaged. Present. Tuned in. Listening, thinking, and contributing.

I do it for my Customer. Whoever they may be a traveler, a colleague, or a business partner.

Required:

Experience

• 5+ years of airport or airline operations experience
• 3+ years of management experience in airline or airport operations, including leading other leaders
• 5+ years of customer-facing service delivery experience
• 2+ years of supervisory experience
• Proven track record of cross-functional leadership and managing multiple operational workstreams

Licenses & Certifications

• Valid Drivers License

Knowledge, Skills, & Abilities

• Knowledge and understanding of FAA, TSA, DOT, ADA, and other regulatory requirements
• Impeccable verbal and written communication skills
• Working knowledge of MS Office and Google Business Solutions
• Ability to manage station P&L, budgets, and financial performance
• Cross-functional leadership capability across multiple operational verticals (Hospitality, MX, Catering, Valet)
• Strong stakeholder and vendor management skills
• Ability to maintain composure and make sound decisions under pressure
• Keen sense of situational awareness and professional assertiveness
• Ability to prioritize tasks and manage multiple competing priorities with a high degree of focus

Preferred:

Experience

• Bachelors degree in business management, aviation, or related field
• 5+ years of passenger airline experience in a leadership role
• Prior experience managing third-party vendors (MX, Catering, Valet, FBO)
• Experience with Safety Management Systems (SMS) and operational auditing

Knowledge, Skills, & Abilities

• In-depth understanding of Navitaire/DCS/Astro systems
• Thorough knowledge of all JSX policies and procedures
• Solid understanding of the entire operation and functions of JSX departments
• Fluent in English, verbal and written

Basic Requirements:

• Must be able to travel often (210 days per month)
• Ability to lift up to 75 pounds
• Intermittent physical activity including bending, reaching, lifting, and prolonged periods of standing
• Ability to work a flexible schedule including early mornings, nights, weekends, and holidays
• Participate in initial and random drug and alcohol screenings in accordance with DOT and FAA guidelines
• Available 24/7 via phone, text, and email for operational escalations
• High level of initiative and strong team-building skills

Safety:

Responsible for Risk Assessments as appropriate within the work environment. Corrects unsafe acts or conditions and ensures all reports are completed in a timely manner per company policy. Participates or leads investigations as applicable. Ensures compliance with JSX Safety Management System (SMS) and all applicable safety standards and regulatory requirements.

We do whatever it takes:

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc.)

Compensation Range:

$78,900.0 - $96,700.0

JSX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Equal employment opportunity, including veterans and individuals with disabilities.

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