Director - Customer Experience & Airport Operations

**Note: Please read entire job description for application instructions**

**Note: Job will ultimately be based in Lansing, MI**

Company: A Air Academy, LLC

Location: Lansing, MI

Employment Type: Full-Time

Compensation: Salary TBD (commensurate with experience)

Position Overview

We are seeking a Director - Customer Experience & Airport Operations to lead all customer-facing functions while serving as the executive responsible for day-to-day airport operations. This role is central to shaping the customer journey from reservation request through boarding, while ensuring that ground and airport operations are professional, compliant, and scalable.

Key Responsibilities

Customer Experience & Reservations

· Oversee all customer-facing functions, including reservations, customer communications, and boarding

· Develop, refine, and manage reservation and customer interaction workflows

· Ensure consistent, high-quality customer experience across all touchpoints

· Continuously evaluate and improve service standards to differentiate the customer experience

Airport & Ground Operations

· Serve as the executive in charge of day-to-day airport operations

· Develop, document, and maintain ground staff operating procedures

· Ensure safe, efficient, and compliant ground handling and customer-facing operations

· Coordinate closely with airport authorities and operational partners

· Training, Compliance & Vendor Management

· Work with airport partners and stakeholders on FAA-mandated training and compliance requirements

· Coordinate with external vendors supporting customer experience and airport operations

· Ensure vendors meet service, safety, and regulatory expectations

Growth & Revenue Diversification

· Assist in scaling operations as the company grows and expands services

· Identify and develop opportunities to diversify customer- and airport-focused revenue streams

· Support leadership with operational insights to enable sustainable growth

Qualifications

Required:

· 2-3+ years of experience in aviation or a tourism focused industry

· Strong working knowledge of aviation operations and compliance

· Proven experience managing teams and budgets

· Excellent communication and decision-making skills

Preferred:

· Experience with Part 135 or similar operations

· Background in aviation management or safety

· Startup or early-stage company experience

How to Apply

Interested candidates should submit a resume and brief cover letter outlining relevant experience and interest in early-stage aviation leadership roles to [email protected]. Please save your materials with LastName.FirstInitial – CustomerExperience. Company will be reviewing e-mails on a rolling basis through May and contacting you if your experience matches company operational needs.

Work Location: In person