Base Operations Manager
Overview
The Manager, Base Operations serves as the primary strategic and operational leader for Avelo's northeast airports, including our largest base at Tweed-New Haven Airport. This high-impact role is responsible for overseeing all aspects of Airport Operations, while collaborating closely with Inflight and Tech Ops Managers to ensure seamless operations and exceptional Customer experiences. As the leader of Avelo’s northeast stations, this role will drive performance, operational excellence, and the overall Customer experience across all station functions.
Key Responsibilities
Leadership and Collaboration
Lead Northeast airports, coordinating with all departments to ensure smooth operations.
Develop a top-performing Airport Operations team across the Northeast region, enhancing Customer experience and performance.
Mentor and guide managers at airports in assigned region, to maintain consistent service and operational standards.Strategic Station Leadership
Develop and implement station-level strategies that align with company goals, focusing on operational efficiency, Customer satisfaction, and performance metrics.
Partner with Inflight and Tech Ops leaders to create a unified approach to station management, ensuring smooth coordination across all functions.
Act as the primary liaison with airport authorities, vendors, and community stakeholders to foster positive relationships and ensure compliance with regulations.Customer Experience and Performance
Oversee the Customer experience for all assigned airports, ensuring that all touchpoints meet or exceed Avelo’s high standards of care and service.
Monitor and analyze station performance metrics, including NPS, on-time departures, baggage handling, and operational efficiency, implementing improvements as needed.
Lead efforts to resolve operational challenges, Customer complaints, and irregular operations (IROPs) promptly and effectively.Operational Excellence
Ensure safe, efficient, and cost-effective operations across all areas of Airport Operations.
Partner with corporate teams to support new technology rollouts, process improvements, and station enhancements.
Drive continuous improvement initiatives, leveraging data and feedback to optimize station performance.Team Development and Culture
Recruit, develop, and retain top talent within the Airport Operations team, fostering a culture of accountability, collaboration, and excellence.
Conduct regular performance reviews, providing feedback and coaching to support professional growth.
Champion Avelo’s core values, ensuring they are reflected in the station’s culture and day-to-day operations.
Requirements
Education: Bachelor’s degree in Business Administration, Aviation Management, or a related field (or equivalent experience).
Experience: 7+ years of experience in airport or station management, with a proven track record of leadership in a high-volume operational environment.
Demonstrated experience overseeing multi-functional teams and managing complex operations.
Previous airline experience strongly preferred.
Skills
Exceptional leadership and communication skills, with the ability to inspire and align teams.
Strong analytical and problem-solving capabilities, with proficiency in interpreting performance metrics.
Ability to manage competing priorities in a fast-paced, dynamic environment.
Adept at building relationships with internal and external stakeholders, including airport authorities and local partners.
X-Factors
Strategic mindset with a focus on long-term growth and operational resilience.
Customer-centric approach, with a passion for delivering exceptional experiences.
Flexibility to adapt to evolving operational needs and opportunities.
Key Metrics for Success
Consistent achievement of station performance goals, including on-time performance and NPS.
Improved operational efficiency and Customer satisfaction metrics.
Seamless coordination across Inflight, Tech Ops, and Airport Operations teams.
Strong retention and engagement within team.