dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.
We are seeking an experienced, strategic, and operationally driven General Manager to lead, motivate, and inspire the overall performance of a high-volume aviation catering facility within dnata Catering North America. This executive leadership role is responsible for overseeing all aspects of facility operations, including production, food safety, quality assurance, customer experience, financial performance, security compliance, workforce leadership, and continuous improvement initiatives. The General Manager will drive operational excellence while ensuring the facility consistently delivers exceptional service to airline partners, maintains strict regulatory compliance, and achieves financial and operational targets. This role serves as a key business leader responsible for cultivating a high-performance culture aligned with dnata’s Vision, Mission, Values, and “The dnata Way.” This position reports directly to the Vice President of Operations U.S. and maintains close partnership with executive leadership, airline customers, airport authorities, TSA, and regulatory agencies.
Key Responsibilities
Operational Leadership
- Lead and oversee the overall operation of the aviation catering facility, including Production, Operations, Quality Assurance, Food Safety, Warehousing, Transportation, Purchasing, and Customer Service functions.
- Ensure operational efficiency, service excellence, and regulatory compliance while maintaining exceptional product quality and customer satisfaction.
- Drive operational performance through strategic planning, process optimization, and continuous improvement initiatives.
- Monitor operational KPIs and implement corrective actions to improve efficiency, reduce waste, and optimize labor utilization.
- Ensure staffing levels and workforce allocation appropriately support operational demand, seasonal fluctuations, and customer requirements.
- Collaborate cross-functionally to ensure alignment between operational priorities, financial goals, and customer expectations.
- Monitor and forecast upcoming operational demand levels and proactively implement scalable staffing and production solutions.
Financial & Business Management
- Maintain full accountability for the facility Profit & Loss (P&L) performance and achievement of annual operating plans and budget commitments.
- Identify operational and financial opportunities to improve profitability, reduce operating costs, and maximize operational effectiveness.
- Develop and execute cost-saving initiatives while maintaining service quality and operational integrity.
- Participate in annual business planning, forecasting, capital planning, and monthly financial reviews.
- Analyze operational performance metrics, labor costs, productivity trends, and expense ratios to ensure financial targets are achieved.
- Conduct benchmarking, scenario analysis, and strategic planning initiatives to improve long-term operational sustainability and growth.
- Ensure compliance with financial governance standards and operational controls outlined within “The dnata Way.”
Quality, Food Safety & Regulatory Compliance
- Ensure full compliance with all dnata Food Safety Standards, including HACCP, SSOP, GMP, FDA, USDA, TSA, OSHA, and all applicable airline, airport, and governmental regulations.
- Lead all internal and external food safety, quality assurance, and regulatory audits while ensuring timely corrective actions and continuous compliance improvement.
- Maintain exceptional quality standards throughout all operational processes and customer touchpoints.
- Develop, implement, and monitor operational policies, procedures, and quality systems to ensure consistent execution and compliance.
- Ensure all safety, environmental, health, and security protocols are effectively implemented and maintained.
- Lead root cause investigations and corrective action planning for operational, safety, or security incidents.
Customer & Stakeholder Management
- Build and maintain strong relationships with airline customers, airport authorities, TSA, regulatory agencies, union representatives, vendors, and other external stakeholders.
- Serve as the primary operational representative for the facility in customer meetings, audits, operational reviews, and external communications.
- Drive customer satisfaction initiatives focused on service reliability, on-time performance, responsiveness, and operational excellence.
- Ensure customer issues and complaints are addressed promptly with effective corrective action plans and service recovery solutions.
- Collaborate with internal dnata business units to share best practices and support enterprise-wide operational initiatives.
Leadership & Talent Management
- Build, develop, and lead a high-performing operational leadership team committed to accountability, engagement, safety, and continuous improvement.
- Establish clear performance expectations, operational KPIs, and service standards for direct reports and departmental leadership teams.
- Drive employee engagement, workforce development, succession planning, and talent management initiatives in partnership with Human Resources.
- Foster a culture centered around safety, operational excellence, accountability, respect, and inclusion.
- Coach and mentor leaders to strengthen operational capability, leadership effectiveness, and employee performance.
- Promote and support dnata’s reward and recognition initiatives to reinforce a high-performance culture.
- Serve as a role model for professional conduct, safety leadership, customer service, and operational discipline.
Communication, Security & Incident Response
Communication
- Collaborate with TSA, airport authorities, airline partners, management teams, and security agencies regarding security breaches, investigations, and operational concerns.
Security Measures & Controls
- Ensure implementation and oversight of all facility security measures, including access control, employee screening, video surveillance, and TSA security compliance protocols.
Incident Response
- Ensure all threats, security breaches, prohibited items, workplace incidents, and operational disruptions are addressed immediately, investigated thoroughly, and resolved with appropriate corrective action plans.
Success Measures (KPIs)
The General Manager will be measured against key operational and business performance indicators, including but not limited to:
Financial
- Profit Margin Performance
- Budget Adherence
- Revenue Growth
- Cost Savings Achievement
- Operating Expense Ratio
Operational & Quality
- Quality Audit Compliance
- Process Improvement Implementation
- Operational Efficiency Metrics
- On-Time Delivery Performance
Safety & Compliance
- Incident Rate Reduction
- Safety Audit Compliance
- Training Completion Rates
- Corrective Action Closure Rates
Customer
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Complaint Resolution Time
- Customer Retention
People & Culture
- Employee Engagement Scores
- Performance Review Completion
- Succession Planning Effectiveness
- Training & Development Completion Rates
Qualifications & Experience
Education
- Bachelor’s degree required.
- Associate degree from a two-year college or technical school with a minimum of seven (7) years of inflight catering experience may be considered in combination with relevant leadership experience.
Experience
- Minimum 5–7 years of progressive Operations Management leadership experience, preferably within inflight catering, aviation hospitality, manufacturing, food production, or large-scale food processing environments.
- Proven success leading complex airline catering operations with responsibility for P&L management, operational execution, and customer satisfaction.
- Experience managing international airline accounts and multi-functional operational teams preferred.
- Strong knowledge of HACCP, FDA, OSHA, TSA, USDA, and regulatory compliance standards.
- Experience leading large hourly workforce populations in fast-paced, high-volume operational environments.
- Experience with labor planning, operational forecasting, budgeting, and workforce optimization.
Intellectual/Social demands:
- While performing the essential functions of this job, the employee is continuously asked to multi-task under time limits. Position requires constant attention to precise details and accuracy of specified standards including following simple to complex (more than 3 steps) instructions, and concentration which frequently extends beyond 30 minutes at a time. This position also requires constant attendance and punctuality - Is consistently at work and on time. Follows instructions, responds to management direction; Takes responsibility for own actions; Completes tasks on time or notifies appropriate person with an alternate plan. Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
Physical demands:
- While performing the duties of this job, the employee is regularly required to stand, walk; reach with hands and arms and stoop, kneel, or crouch. The employee must regularly lift and /or move up to 30 pounds. Safety and Security
- Observes safety and security procedures; Reports potentially unsafe conditions; Use equipment and materials properly.
Work environment:
- The essential functions of this position are performed indoors. The noise level in the work environment can range from minimal to loud.
We believe that diversity and inclusion are fundamental to creating a strong workplace and community. At dnata, we’re proud that our workforce is as diverse as the customers we serve. And we’re committed to nurturing your talent with mentoring, volunteer and professional development opportunities. We welcome everyone. Our employee resource groups are one of the many ways we champion diversity and inclusion at dnata.
Notice Regarding Background Checks (State Law Disclosures)
dnata Catering may obtain consumer reports and/or investigative consumer reports about applicants or employees for employment purposes, in accordance with the Fair Credit Reporting Act (15 U.S.C. § 1681 et seq.) and applicable state laws.
- California: Pursuant to the California Investigative Consumer Reporting Agencies Act (Cal. Civ. Code § 1786 et seq.), dnata Catering may obtain an investigative consumer report that may include information regarding your character, general reputation, personal characteristics, or mode of living. You have the right to request a copy of any report obtained.
- New York: In accordance with Article 23-A of the New York Correction Law and the New York Human Rights Law, background checks will be conducted only as permitted by law, and any employment decision based on criminal history will follow required legal standards and notice requirements.
- Massachusetts: Pursuant to the Massachusetts Consumer Reporting Act (M.G.L. c. 93, § 52 et seq.) and the Massachusetts CORI statute (M.G.L. c. 6, § 172), dnata Catering may obtain a consumer report or criminal offender record information for employment purposes, consistent with state law. Applicants may request a copy of any report obtained.
- New Jersey: In accordance with the New Jersey Opportunity to Compete Act (N.J.S.A. 34:6B-11 et seq.) and applicable consumer reporting laws, background checks will be conducted only as permitted by law, and applicants will receive required notices and rights regarding any consumer report obtained.
- Texas: Background checks may be conducted in accordance with applicable Texas law and the Fair Credit Reporting Act. Applicants will receive required disclosures and authorizations prior to any consumer report being obtained.
- Tennessee: Background checks may be conducted in accordance with applicable Tennessee law and the Fair Credit Reporting Act. Applicants will receive required disclosures and authorizations prior to any consumer report being obtained.
