The General Manager – Airline Catering Operations is responsible for leading the day‑to‑day operations of a medium‑sized, moderately complex Customer Service Center (CSC)/kitchen facility, overseeing approximately 180 employees and managing a $20M P&L at our growing Houston facility. This role ensures strong operational execution across all core functions, including Procurement, Production, Logistics, Human Resources, Finance, Quality, and Customer Service.

This leader drives operational performance, supports financial objectives, builds and maintains key airline relationships, and ensures alignment with regional strategies, safety requirements, and compliance standards.

Success in this role requires a leader who is both strategic and deeply hands‑on. Someone who is present on the floor, engaged with teams, and consistently involved in day‑to‑day operations to ensure excellence at every level. You will inspire through visibility, lead through action, and partner closely with employees to deliver exceptional results.

The General Manager will continue strengthening our performance‑driven culture, enhancing our airline partnerships, and setting a benchspan for service, quality, and innovation within the airline catering industry

Business Strategy and Policies

• Execute the CSC’s operational plans by participating in business reviews, aligning with regional and corporate priorities, and applying competitive insights to improve local performance.
• Maintain strong customer relationships through regular engagement, ensuring service consistency and responsiveness to feedback.
• Support retail operations (if applicable) by implementing commercial plans, tracking performance metrics, and applying site-level adjustments to product mix and pricing within established frameworks.
• Participate in facility maintenance, infrastructure improvements, and resource allocation by assessing site needs and coordinating with engineering and logistics teams to maintain operational readiness.
• Identify local opportunities for process improvement and efficiency by applying lean tools, implementing best practices, and supporting the rollout of new technologies.

Managing Business

• Monitor site-level KPIs, analyze variances, and implement corrective actions to achieve operational and financial goals.
• Drive effective resource planning, basic cost controls, and productivity initiatives to support overall operational efficiency.
• Contribute to local investment plans and supplier coordination to support cost containment and maintain service levels.
• Manage site P&L by reviewing budget execution, flagging risks, and implementing localized corrective actions to support financial outcomes.
• Ensure adherence to safety and regulatory standards by applying GQS, HACCP, and other protocols through audits, campaigns, and issue resolution.
• Manage local labor relations by applying national and site-specific union agreements, supporting HR in daily employee relations, and promoting a collaborative workplace culture.
• Oversee implementation of national union agreements by aligning day-to-day labor practices, coordinating HR/ops training, and managing site-level labor matters in line with collective terms.

Leadership

• Lead the CSC leadership team by coaching direct reports, supporting individual development plans, and reinforcing cross-functional collaboration.
• Foster employee engagement by maintaining open communication, participating in feedback processes, and executing actions aligned with engagement insights.
• Contribute to regional talent pipeline development by identifying high-potential employees, recommending development opportunities, and supporting local succession initiatives.
• Support compliance and operational excellence by preparing for audits, engaging with external authorities, and coordinating crisis readiness drills to mitigate risk and ensure adherence.

• Bachelors degree in Business Administration, Supply Chain Management or related field (Masters degree preferred) 
• Minimum 8 years of operations leadership experience, ideally within large-scale, complex production environments 
• Airline or aviation operations industry experience a plus 
• Hands-on experience managing costs across the supply chain from procurement through production. 
• Experience leading digitalization projects, such as implementing new systems, automation tools, or data-driven solutions to improve operational performance and customer experience
• Working knowledge of lean tools, quality systems, and unionized environments
• Strong interpersonal and communication skills
• Experience in customer service and cross-functional collaboration