Customer Director

Gate Gourmet, a gategroup company, is the world's largest independent provider of catering and provisioning services for the airline industry. For the past 70 years, we have served over 250 carriers in more than 30 countries. Gate Gourmet combines culinary expertise with the highest standards of food safety and production to deliver delicious, healthy, and affordable meals to over 270 million travelers around the globe.

As a critical role in the Operational Performance structure, performs and oversees others in data gathering, analysis, reporting, communicating, and improving performance actions and Key Performance Indicator (KPI) outcomes for one of the regions in NA dedicated to a key airline customer. Drives customer specific action plans to elevate service delivery across the NA network.

• $170,000- $180,000 /Per Year
• This position is eligible for incentive pay of 20% of the annual base salary, dependent upon successful attainment of company, team, and individual goals.
• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Employee Discounts

• As a key performance integrator between the airline and internal functions, this hybrid commercial and operations role translates data outcomes, analysis, and insights into customer specific action plans to drive operational performance recovery, service delivery, and monitoring for continuous improvement across the network.
• Integrating airline demand signals, operational execution metrics, quality, employee safety, and food safety outcomes, financial drivers, and customer feedback to reliably measure and report service delivery, continuous improvement, customer satisfaction, and margin protection.
• Monitors all performance factors to identify and monitor early indicators of deteriorating performance in very early stages, develop and drive effective recovery plans, and prevent issues from escalating to a level impacting KPI’s and other performance factors that could lead to sanctions or breach letters with financial impact to the unit.
• Collaborates with station leadership, Master Production Scheduler (MPS) and Manager on Duty (MOD), if at station, and other Customer Service staff to ensure action plans do not conflict with those of other airline customers. Resolves conflicts as they are identified.
• Collaborates and coordinates with Supply Chain teams to ensure demand data aligns with labor, materials, and production planning to reduce waste, surprises, and service failures.
• Leads difficult performance discussions internally with station and operations leadership and senior airline executives, as indicated by the situation, challenging internal operations and representing gategroup effectively.
• Works closely with hub/regional leadership, station GMs, account managers, and Commercial teams to align customer and internal leadership expectations to drive execution.
• Collects, analyzes, writes and presents reporting on end‑to‑end operational, quality, safety, and service performance of gate gourmet service delivery to assigned airline customer(s) across all stations, as well as during Q ’s and internal and external calls as needed.
• Coordinate with Operations, QHSSE, Procurement, Finance, Global Account Commercial teams, and Operational Excellence to embed airline requirements into processes.
• Establishes and maintains communication channels with station leadership, MPS, MOD’s and others to understand all performance issues and emergencies in real time, such as safety, OTP, IRROP and business continuity.
• Collaborates with station management in support of…