About the Job
Are you passionate about delivering exceptional customer experiences and driving operational excellence?
We are seeking a skilled General Manager of Operations to oversee the entire operational ecosystem within our airport system.
This leadership role is accountable for ensuring that all guest touchpoints deliver the highest standards of quality, efficiency, and hospitality, providing an exceptional experience for every traveller.
* Oversee daily operations across our portfolio, including partner lounges.
* Develop, implement, and continuously improve operational policies and procedures tailored to our organization within the airport system.
* Monitor and analyse performance metrics for all services, identifying opportunities for improvement and implementing corrective actions.
* Ensure full compliance with regulatory requirements and company policies, including labour laws, health & safety, and airports standards.
* Coordinate with other departments to guarantee integrated operations and outstanding guest satisfaction.
* Own the customer experience and Net Promoter Score (NPS) across all customer touch points.
Job Requirements
* Bachelor's degree in business, hospitality, real estate, or related field (MBA is plus).
* Fluency in Portuguese and English (mandatory); Spanish is a plus.
* 10+ years of experience in senior management, experience in hotels, airport operations & hospitality is an advantage.
* Preference to have a track record in managing multi-service operations within airports or similar industries.
* Proven ability to build long-term partnerships with clients.
* Strong understanding of airport infrastructure and regulatory environments in Central & South America (is a plus).
* Excellent communication, stakeholder management, and financial acumen.
* Willingness to travel frequently within the region.
* Demonstrates exceptional interpersonal skills, emotional intelligence & empathy.