Experience Standards & Quality Manager

ABOUT AERO

By reimagining premium travel from the ground up, Aero offers a radically enhanced air travel experience - focusing on exclusivity, design, convenience, and personalized service. Aero integrates scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform, delivering a seamless end-to-end experience that neither traditional airlines nor private jet companies have achieved.

ABOUT THIS ROLE

The Experience Standards & Quality Manager is responsible for safeguarding and elevating the Aero guest experience across cabin and lounge environments through hands-on leadership, quality assurance, and close partnership with Experience leadership.

This role serves as the day-to-day steward of service excellence, ensuring Aero’s experience standards are consistently delivered, gaps are quickly identified, and feedback is translated into tangible improvements. The role partners closely with the Inflight & Lounge Experience Manager, providing leadership presence, decision-making support, and continuity during irregular operations or periods of high demand.

This cornerstone role will support the growth of our Southern Florida Experience team, focusing on talent acquisition and the eventual management of our base coordinator. Key responsibilities include ensuring the flawless execution of the base-level experience, which encompasses lounge build-out and presentation, fleet readiness, and amenity standards, all while aligning seamlessly with Aero’s brand promise.

Experience Quality & Service Excellence

• Act as Aero’s primary Quality ambassador for the cabin, lounge, and fleet experience.

• Serve as a visible, high-touch Experience ambassador, working closely with Experience Leads to build personal relationships with frequent guests, deeply understand their preferences, and deliver a journey that feels genuinely bespoke; act as the local face of Aero by greeting guests on arrival and departure, serving as their primary point of contact for feedback, special requests, and real-time service recovery in your region.

• Observe, assess, and continuously evaluate guest experience delivery across scheduled and charter flying.

• Conduct experience quality audits, ride-along flights, jet and lounge walk-throughs to ensure the fleet and lounges are presented and maintained to Aero standards.

• Identify service gaps, inconsistencies, and opportunities; partner with the Director of Experience Design & Development to address them through updated standards, tools, or training inputs.
  Champion service recovery best practices and ensure consistent guest-first execution during irregular operations.

Experience Leadership Partnership & Coverage

• Serve as a close leadership partner to the Inflight & Lounge Experience Manager.

• Provide management coverage and deputization when required, including:

  • Supporting real-time guest experience decision-making during disruptions

  • Assisting with last-minute coverage challenges and charter escalations from an Experience perspective

  • Representing Experience leadership in cross-functional discussions when needed

• Fly and work in the lounge regularly to maintain credibility, firsthand insight, and strong relationships with Experience Leads and Specialists.

• Actively participate in service delivery to model Aero’s service standards and behaviors.

• Provide full support for all departures from Southern Florida, including passenger greeting, check-in, and screening procedures.

Base Experience & Lounge Oversight

• Serve as the on-site representative for the Director of Experience Design and Development during the build out of Aero’s lounge in Southern Florida.

• Ensure the Aero lounge and jets consistently reflect brand standards for:

  • Cleanliness, readiness, visual presentation, and guest flow

  • Inventory accuracy, first-choice meal availability, and thoughtful amenity presentation

• Oversee base-level food & beverage execution, amenities, and vendor coordination, ensuring daily delivery meets Aero experience standards.

• Manage key base-level experience vendor relationships and contracts, including catering, beverage partners, cleaning, and specialty service…