An established aviation company based in Appleton, WI, USA is seeking a Head of Inflight to lead and oversee Inflight Services, Ground Handling, and Customer Service operations. This full-time, on-site position involves ensuring a safe and secure operating environment, managing departmental performance, and fostering strong relationships with regulatory bodies and employee representatives.

About the Role

The Head of Inflight is responsible for the strategic and operational oversight of all inflight and ground handling activities. This includes ensuring compliance with FAA regulations, managing collective bargaining agreements, and optimizing onboard service delivery and operational execution. The role also involves budget development and adherence, liaison with the FAA's Cabin Safety Inspector, and providing on-call support for operational issues. The position focuses on achieving performance, safety, and service goals through the adoption of best practices and effective collaboration with business partners.

Requirements

Promotes and fosters a safe and secure operating environment; oversees security functions to ensure procedures are implemented and all applicable regulations and standards are accommodated.
Leads and is responsible for the day-to-day performance of Inflight Services, Ground Handling, and Customer Service, including onboard service delivery and operational execution.
Negotiates and administers the Collective Bargaining Agreement for flight attendants including first step grievance hearings and arbitration.
Partners with Crew Planning to determine proper Flight Attendant (FA) staffing requirements and ensures FAs are properly trained and available to meet the operational needs of the Company.
Ensures departmental policies and procedures are current, compliant, and effectively communicated across Inflight Services, Ground Handling, and Customer Service.
Liaisons with the FAA’s Cabin Safety Inspector on operational issues.
Ensures department adopts best practices designed to achieve performance, safety, and service goals.
Works closely with business partners to ensure a safe, secure, and seamless product for all aspects of customer experience, including onboard service.
Provides strategic and operational oversight of ground handling activities, including station performance, vendor management, service reliability, safety, and compliance with company and regulatory requirements.
Responsible for the content of the Inflight operating manuals and programs to ensure compliance with all applicable FAA regulations and company policies.
In partnership with the Finance team, develops and adheres to the annual approved budgets for Inflight Services, Ground Handling, and Customer Service.
Provides on-call and after-hours support for Inflight, Ground Handling, and Customer Service issues.

Qualifications

High level of judgment and initiative in setting priorities, working with internal and external resources as well as the Association of Flight Attendant (AFA) and the Federal Aviation Administration (FAA), dealing with employee issues and daily operational issues.
Strong ability to work in a team environment and to help others assimilate into the team.
Ability to manage confidential information.
Ability to communicate fluently in English.
Excellent communication and organizational skills.
Excellent time management and prioritization skills.
Ability to act as an advocate for change.
Problem Solving skills.
Analytical Ability.
Interpersonal/team-building skills.

Education & Experience

Inflight leadership experience.
Associate degree or equivalent experience.
Labor relations skills/experience as it pertains to Collective Bargaining Agreements.
Bachelor’s degree or equivalent experience (Preferred).
Experience in Fixed-Base Operations, and Ground Handling (Preferred).
5 to 10 years previous airline experience with specific management experience in Inflight (Preferred).

Supervisory Responsibilities

Inflight Domicile Manager
Director Inflight Training

Work Environment, Physical Demands & Travel

Corporate office, training classrooms; may be eligible for hybrid work.
Majority of time spent at low activity level, i.e., sitting.
Occasional standing/walking/movement required.
Frequent travel.