General Manager – Aviation Services

General Manager – Aviation Services

Location:

Cleveland Hopkins Airport (CLE)

Fox Trot Aviation Services is seeking a consistently hard-working, hands-on General Manager who is committed to reliable quality service, building strong customer relationships, and leading high-performing teams. This role is the driving force behind service excellence and financial growth at the Provo location. The General Manager’s two most important responsibilities are:

• Maintaining uncompromising quality assurance in all operations.

• Upselling and expanding Fox Trot’s services to existing customers.

Role Overview

The General Manager is accountable for operational excellence and revenue growth at Cleveland Hopkins Airport and surrounding areas. Success in this role comes from ensuring Fox Trot’s high-quality standards are consistently met and actively developing client relationships that drive up selling opportunities. The GM also oversees staffing, training, safety compliance, and day-to-day operations, but quality assurance and upselling are the top priorities.

Key Responsibilities

1. Quality Assurance (Top Priority)

• Ensure all services meet or exceed Fox Trot’s quality standards.

• Conduct regular quality audits and inspections to guarantee flawless execution.

• Provide weekly performance “report cards” to clients and ownership.

• Hold managers and supervisors accountable for delivering consistent, excellent results.

• Quickly address customer concerns, complaints, or service gaps.

2. Revenue Growth & Upselling (Second Priority)

• Serve as the primary driver of financial growth at the location.

• Consistently identify and close upsell and cross-sell opportunities with existing clients.

• Educate customers on additional Fox Trot services that improve efficiency, safety, and presentation of their aircraft and facilities.

• Proactively generate new business leads and proposals within the airport community.

• Track upsell activity and report monthly revenue impact.

3. Safety and Compliance

• Conduct unannounced site visits to ensure adherence to Fox Trot and client safety policies.

• Lead safety meetings, proactive training, and participate in investigations.

• Collaborate with the Safety/Training Department to maintain compliance.

4. Operational Leadership

• Oversee scheduling, staffing, and turnover management.

• Ensure site managers and supervisors are trained in operations and administration.

• Approve raises with ownership approval; monitor disciplinary issues.

5. Training and Development

• Coordinate training plans with the Director of Training and Safety.

• Identify and close skill gaps across the team.

• Foster strong communication between staff, management, and clients.

6. Administrative & Financial Management

• Make informed P&L decisions on staffing, expansion, and purchasing.

• Audit vehicles and equipment; manage supply chain needs.

• Dedicate at least six days per month to site travel, audits, and customer check-ins.

• Ensure all operational checklists and reports are 100% accurate and on time.

Performance Indicators (KPIs)

• Quality Audit Scores – Maintain excellent scores across all operations.

• Client Satisfaction – Measured through report cards, repeat business, and low complaint rates.

• Upsell Revenue Growth – Monthly targets met or exceeded.

• Client Expansion – Additional services adopted by existing customers.

• 100% checklist compliance.

• Staffing minimums met with low turnover.

• Revenue, labor, and cash flow targets achieved.

Qualifications

• Proven success in quality assurance, audits, or customer service management.

• Experience in upselling or business development within an operations-heavy role.

• Managerial experience with focus on safety, operations, and client relations.

• Excellent leadership, communication, and problem-solving skills.

• Ability to travel consistently and manage multiple functions effectively.

• Proficiency in understanding financial reports and P&L.

#JLjbffr