Experience Standards & Quality Manager

About Aero

Reimagining premium travel, Aero offers a unique experience combining scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform. Delivering a seamless end-to-end experience, Aero aims to exceed expectations in exclusivity, design, convenience, and personalized service.

About This Role

The Experience Standards & Quality Manager is responsible for ensuring the flawless execution of the base-level experience, including lounge build-out and presentation, fleet readiness, and amenity standards, all while aligning with Aero's brand promise. This role serves as the day-to-day steward of service excellence, identifying gaps, and translating feedback into improvements.

Responsibilities

• Act as Aero’s primary Quality ambassador for the cabin, lounge, and fleet experience.
• Work closely with Experience Leads to build personal relationships with guests, understand their preferences, and deliver a bespoke journey.
• Conduct experience quality audits, ride-along flights, and walk-throughs to ensure the fleet and lounges meet Aero standards.
• Identify and address service gaps, inconsistencies, and opportunities through updated standards, tools, or training inputs.
• Champion service recovery best practices and ensure consistent guest-first execution during irregular operations.
• Serve as a close leadership partner to the Inflight & Lounge Experience Manager, supporting real-time decision-making, last-minute coverage, and cross-functional discussions.
• Fly and work in the lounge regularly to maintain credibility and relationships with Experience Leads and Specialists.
• Oversee base-level experience and lounge oversight, ensuring cleanliness, readiness, and guest flow.
• Manage vendor relationships and contracts, ensuring consistent quality and service levels, adherence to brand and experience standards, and timely issue resolution.
• Support execution of special events, jet visits, brand moments, and guest activations in collaboration with Marketing and Business Development.
• Own the closed-loop feedback process, translate insights into recommendations, and surface real-world experiences to inform updates to experience documentation and standards.
• Act as a trusted conduit between frontline Experience teammates and leadership, ensuring information flows clearly and constructively.
• Take on the future management of the Southern Florida Base coordinator and assist in expanding the team by conducting in-person candidate interviews.
• Lead by example, provide coaching, feedback, and ensure all stocking needs are met.

Requirements

• 5+ years of experience managing CSRs in part 91/135 operations.
• Experience flying as a CSR in part 91/135 operations.
• Successfully complete and maintain Aero’s Experience Lead Trainer accreditation.
• Successfully complete and maintain TSA screening accreditation.
• Strong understanding of aviation safety, part 91/135 operations, regulatory compliance, and TSA/OSHA requirements.
• Excellent communication skills, both written and oral.
• A passion for service and proven ability to lead and inspire teams to always be better, collaborating with diverse stakeholders, including government representatives.
• Comfortable in a startup environment, exhibiting a bias for continual improvement, and capable of working in a fast-paced environment.
• Able to work on your feet for at least 8 hours, move, pull, carry or lift up to 100lb., occasionally kneel, bend, carry, and assist around the aircraft.
• Tech-savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, and Darwin.
• Lives within 60 minutes of the OPA Airport.
• Must be a US Citizen.
• Subject to pre-employment testing and random testing throughout employment for marijuana, cocaine, amphetamines, opioids, and phencyclidine (PCP).