Description:
Manager, Base Operations
New Haven, CT Airport Operations
Description
On April 28, 2021, Avelo took flight as America’s first new airline in nearly 15 years – ushering in a new era of affordable, convenient, and reliable air travel. Founded and led by airline industry veteran, Andrew Levy, along with a team of world-class airline executives, we endeavored to build a different and better kind of airline with one mission in mind: “To inspire travel” and we’ve done so with industry-leading reliability and a caring Soul of Service. If you are looking for the opportunity to join a new and exciting airline that offers the chance to make your mark on aviation history, keep reading!
Overview
The Manager, Base Operations serves as the primary strategic and operational leader for 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. This role will drive performance, operational excellence, and the overall Customer experience across all station functions. This position will be based at Tweed-New Airport.
Purpose
The Manager, Base Operations is accountable for delivering operational and service excellence, ensuring a safe, efficient, and welcoming environment for Customers and Crewmembers alike. This leader will champion Avelo’s mission of inspiring travel while focusing on the strategic growth, performance, and Customer experience in northeast airports.
Key Responsibilities
Leadership and Collaboration
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Develop a top-performing Airport Operations team and enhancing customer experience and performance.
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Mentor and guide managers to maintain consistent service and operational standards.
Strategic Station Leadership
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Develop and implement station-level strategies that align with company goals, focusing on operational efficiency, Customer satisfaction, and performance metrics.
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Partner with Inflight and Tech Ops leaders to create a unified approach to station management, ensuring smooth coordination across all functions.
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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
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Oversee the Customer experience ensuring that we meet or exceed Avelo’s high standards of care and service.
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Monitor and analyze station performance metrics, including NPS, on-time departures, baggage handling, and operational efficiency, implementing improvements as needed.
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Lead efforts to resolve operational challenges, Customer complaints, and irregular operations (IROPs) promptly and effectively.
Operational Excellence
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Ensure safe, efficient, and cost-effective operations across all areas of Airport Operations.
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Partner with corporate teams to support new technology rollouts, process improvements, and station enhancements.
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Drive continuous improvement initiatives, leveraging data and feedback to optimize station performance.
Team Development and Culture
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Recruit, develop, and retain top talent within the Airport Operations team, fostering a culture of accountability, collaboration, and excellence.
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Conduct regular performance reviews, providing feedback and coaching to support professional growth.
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Champion Avelo’s core values, ensuring they are reflected in the station’s culture and day-to-day operations.
Requirements:
Education:
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Bachelor’s degree in Business Administration, Aviation Management, or a related field (or equivalent experience).
Experience:
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7+ years of experience in airport or station management, with a proven track record of leadership in a high-volume operational environment.
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Demonstrated experience overseeing multi-functional teams and managing complex operations.
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Previous airline experience strongly preferred.
Skills:
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Exceptional leadership and communication skills, with the ability to inspire and align teams.
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Strong analytical and problem-solving capabilities, with proficiency in interpreting performance metrics.
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Ability to manage competing priorities in a fast-paced, dynamic environment.
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Adept at building relationships with internal and external stakeholders, including airport authorities and local partners.
X-Factors:
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Strategic mindset with a focus on long-term growth and operational resilience.
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Customer-centric approach, with a passion for delivering exceptional experiences.
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Flexibility to adapt to evolving operational needs and opportunities.
Key Metrics for Success:
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Consistent achievement of station performance goals, including on-time performance and NPS.
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Improved operational efficiency and Customer satisfaction metrics.
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Seamless coordination across Inflight, Tech Ops, and Airport Operations teams.
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Strong retention and engagement within team.
May perform other responsibilities as assigned. Responsibilities and duties may change based on business needs (e.g., emergencies, changes in workload, etc.).
Avelo is an Equal Opportunity Employer.
