Join the arenaflex Team: Director of Airport Operations & Customer Service

Are you ready to take your career to new heights? arenaflex is on an ambitious journey to become the best airline in the history of aviation, and we're looking for a dynamic leader to help us achieve this vision. Our mission—Connecting People, Uniting the World—goes beyond simply transporting passengers from one destination to another. As a global airline operating in numerous countries across the globe, serving millions of customers and employing thousands of team members, we have a unique responsibility to uplift and create opportunities in the communities where we work, live, and fly. We believe that diversity drives innovation, and we're building a truly inclusive workforce that reflects the rich tapestry of the world we serve.

At arenaflex, we recognize that our people are our greatest asset. We invest heavily in your growth, well-being, and travel opportunities. From world-class benefits packages to employee resource groups that foster community and connection, arenaflex is more than just an airline—it's a career destination where you can truly belong. If you're ready to make a meaningful impact in the aviation industry while advancing your professional journey, we invite you to explore this exciting opportunity.

About the Role

We are currently seeking an experienced and results-driven Director of Airport Operations & Customer Service to lead our operations at Chicago O'Hare International Airport (ORD). This is a prestigious leadership position that offers the chance to shape the passenger experience for one of the busiest airports in North America. In this role, you will provide comprehensive management oversight for all aspects of operational performance and service delivery within the concourse environment, overseeing activities both above and below the wing.

As the Director of Airport Operations, you will be responsible for achieving designated financial targets while maintaining an effective and engaged workforce comprising unionized employees, management, and administrative staff. You will collaborate closely with union leadership to ensure fair and proper administration of collective bargaining agreements while fostering positive labor relations. Your leadership will drive results through strategic direction, coaching, motivation, and a commitment to operational excellence.

Key Responsibilities

Station Operational Performance

Drive reliability metrics including On-Time Performance (OT:00), STAR ratings, International performance, Mainline Station Time (MST), Commitment achievement, and MBTA compliance

Manage arenaflex Track, UP (United Premium), Customer Handling, and Ramp Handling metrics to ensure optimal performance

Ensure achievement of Passenger Load Factor (PLB) objectives

Oversee the implementation and continuous improvement of Lean/Six Sigma processes

Coordinate cross-functional teams to deliver seamless passenger experiences from check-in to boarding

Station Safety and Security

Ensure achievement of Aircraft Damage and Lost Time Injury (LTI) objectives

Support PPBM (Performance-Based Payload Management) and baggage compliance initiatives

Maintain station late-weight compliance standards

Oversee accident investigation and reporting processes

Serve as the primary liaison with government agencies including TSA, Airport Authority, CBP, Police, Fire, FBI, DPU, and FAM

Implement and enforce security protocols across all operational areas

Employee Engagement & Development

Foster a Polite, Considerate, and Respectful workplace environment (ECI excellence)

Execute comprehensive training programs including mandatory, recurring, and ad-hoc training initiatives

Drive Employee Engagement and Enablement metrics across all teams

Implement long-term recognition programs to celebrate outstanding performance

Support talent management and succession planning initiatives

Champion shared accountability for Health Management programs

Lead Issue Resolution processes across all areas of responsibility

Financial Performance

Manage a portion of the consolidated operational budget ranging from $50-60M

Ensure cost control through achievement of cost and capital budget targets

Oversee labor delivery against strategic plans

Drive upsell performance for the station to meet or exceed revenue objectives

Analyze financial data to identify cost-saving opportunities without compromising service quality

Qualifications & Requirements

Minimum Requirements

Bachelor's degree from an accredited institution or equivalent significant work experience

Seven or more years of management experience in an airport operational environment

Demonstrated success in managing a multi-division, complex business including operations, logistics, business systems, performance metrics, and budgets

Proven track record in people management and team development

Strong history of decision-making and goal-oriented management

Excellent problem identification, analysis, and action planning skills

Knowledge of continuous improvement methodologies (Lean, Six Sigma, or equivalent)

Strong experience with operational and corporate processes and systems

Experience managing health-related programs and regulatory compliance requirements

Previous experience managing in a unionized workforce environment

Preferred Qualifications

Advanced degree in Business Administration, Aviation Management, or related field

Previous experience at a hub airport operation

Knowledge of international airport operations and customs/border control procedures

Strong expertise in vendor management and contractual negotiations

Experience with deicing operations management

Background in special services areas (wheelchair assistance, unaccompanied minors, VIP services)

Experience with Global Services and Lounge operations support

Project management certification (PMP, Six Sigma Black Belt, or equivalent)

Skills & Competencies

To excel in this role, you must possess a unique blend of leadership, analytical, and interpersonal skills. The ideal candidate will demonstrate exceptional communication abilities, both written and verbal, with the capacity to effectively engage diverse stakeholders including employees, union representatives, government agencies, and executive leadership. You must be comfortable making critical decisions under pressure while maintaining a calm and professional demeanor.

Strategic thinking is essential, as you will be responsible for aligning operational goals with broader organizational objectives. Strong financial acumen is required to manage substantial budgets and drive profitability. Additionally, you should possess deep knowledge of regulatory requirements governing airport operations, safety protocols, and labor relations.

Your leadership style should emphasize collaboration, accountability, and continuous improvement. You must be adept at building and maintaining positive relationships with union leadership while driving performance excellence. A customer-centric mindset is crucial, as every decision should ultimately enhance the passenger experience.

Career Growth & Development

At arenaflex, we believe in investing in our people. As a Director at arenaflex, you will have access to extensive professional development opportunities including executive leadership training, cross-functional rotation programs, and mentorship from senior leaders. We support your career growth through tuition reimbursement, industry certifications, and attendance at relevant conferences and workshops.

This role serves as a stepping stone to even greater leadership opportunities within the organization. Many of our senior executives began their careers in airport operations, and we value the operational expertise and ground-level insights that our station leaders bring to the table. As you demonstrate success in this role, you may progress to larger hub operations, regional leadership positions, or corporate strategy roles.

Work Environment & Culture

Working at arenaflex means being part of a vibrant, fast-paced environment where no two days are the same. Our airport teams are tight-knit communities that support each other through the challenges and rewards of aviation operations. We celebrate diversity of thought and background, recognizing that different perspectives drive innovation and better outcomes for our customers and employees.

Our culture emphasizes safety, integrity, customer obsession, and continuous improvement. We hold ourselves to the highest standards and hold each other accountable. At the same time, we know how to have fun and celebrate our successes together. From team events to recognition programs, we make sure to acknowledge the hard work and dedication of our team members.

This position is based at Chicago O'Hare International Airport (ORD), one of the busiest and most dynamic aviation hubs in the world. You'll have the opportunity to work with a diverse team and interact with passengers from around the globe. The fast-paced nature of airport operations keeps the job exciting and provides constant learning opportunities.

Compensation & Benefits

arenaflex offers a competitive compensation package that reflects the seniority and responsibility of this role. In addition to a base salary of $35-$40 per hour (commensurate with experience), you will be eligible for annual bonuses based on individual and company performance. We also offer a comprehensive benefits package including:

Health, dental, and vision insurance coverage

401(k) retirement plan with company matching

Generous paid time off and holidays

Parental leave for growing families

Employee assistance programs

Professional development and tuition reimbursement

Travel privileges—fly for free or at reduced rates on arenaflex and partner airlines!

Access to exclusive employee travel benefits

Join Our Team

arenaflex is an equal opportunity employer. We value diverse experiences, perspectives, and backgrounds, and we encourage all individuals who meet the minimum qualifications to apply. While having the "ideal" qualifications makes for a stronger candidate, we encourage applicants who may not feel they check every single box! We are continuously looking for individuals who will bring something new to the table and help us achieve our mission of becoming the best airline in aviation history.

If you're ready to lead a world-class airport operations team, drive operational excellence, and make a lasting impact on the travel experience of millions of passengers, we want to hear from you. Apply today and take the first step toward an exciting and rewarding career with arenaflex!

arenaflex is committed to providing reasonable accommodations to individuals with disabilities. If you require accommodations to participate in the application or interview process, please contact us to request accommodations.

Ready to soar with arenaflex? Apply now and become part of something extraordinary!

Director - Airport Operations & Customer Service Leadership Role