Aero · 9 hours ago
Experience Standards & Quality Manager
Teterboro, NJ
Full-time
Onsite
Mid, Senior Level
$90K/yr - $120K/yr
5+ years expAero is reimagining premium travel, focusing on exclusivity, design, and personalized service. The Experience Standards & Quality Manager is responsible for enhancing the guest experience across cabin and lounge environments, ensuring service excellence, and managing quality assurance. This role involves close partnership with Experience leadership and oversight of the New York Experience team, focusing on talent acquisition and management.
Air TransportationLeisureTourismTravel
No H1B
U.S. Citizen Only
Responsibilities
Act as Aero’s primary Quality ambassador for the cabin, lounge, and fleet experience
Serve as a visible, high-touch Experience ambassador, working closely with Experience Leads to build personal relationships with frequent guests, deeply understand their preferences, and deliver a journey that feels genuinely bespoke; act as the local face of Aero by greeting guests on arrival and departure, serving as their primary point of contact for feedback, special requests, and real-time service recovery in your region
Observe, assess, and continuously evaluate guest experience delivery across scheduled and charter flying
Conduct experience quality audits, ride-along flights, jet and lounge walk-throughs to ensure the fleet and lounges are presented and maintained to Aero standards
Identify service gaps, inconsistencies, and opportunities; partner with the Director of Experience Design & Development to address them 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
Provide management coverage and deputization when required, including:Supporting real-time guest experience decision-making during disruptions
Assisting with last-minute coverage challenges and charter escalations from an Experience perspective
Representing Experience leadership in cross-functional discussions when needed
Fly and work in the lounge regularly to maintain credibility, firsthand insight, and strong relationships with Experience Leads and Specialists
Actively participate in service delivery to model Aero’s service standards and behaviors
Provide full support for all departures from TEB, including passenger greeting, check-in, and screening procedures
Serve as the on-site representative for the Director of Experience Design and Development during the build out of Aero’s lounge in TEB
Ensure the Aero lounge and jets consistently reflect brand standards for:Cleanliness, readiness, visual presentation, and guest flowInventory accuracy, first-choice meal availability, and thoughtful amenity presentation
Oversee base-level food & beverage execution, amenities, and vendor coordination, ensuring daily delivery meets Aero experience standards
Manage key base-level experience vendor relationships and contracts, including catering, beverage partners, cleaning, and specialty service providers, ensuring:Consistent quality and service levels
Adherence to brand and experience standards
Timely issue resolution and performance feedback
Partner with the Director of Experience Design & Development on:Contractual inputs and renewals related to the guest experience
Service scope changes or experience enhancements at the base level
Partner with Finance to ensure adherence to per-guest budgets, controlled spending, and responsible inventory management
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 for experience insights gathered from:Direct observation (cabin, lounge, fleet)Experience Lead and Specialist feedbackGuest feedbackTranslate insights into clear recommendations for:Service flow enhancementsResource or amenity refinementsExperience-focused process improvementsSupport the Director of Experience Design & Development by surfacing real-world insights that inform updates to experience documentation and standardsAct as a trusted conduit between frontline Experience teammates and leadership, ensuring information flows clearly, consistently, and constructively
Take on the future management of the TEB Base coordinator, ensuring all stocking needs are consistently met
Assist in the expansion of the New York Experience team by conducting in-person candidate interviews
Visible leadership presence for Experience Leads and Specialists through coaching, feedback, and example-setting
Trusted escalation point for Experience-related quality concerns
Qualification
Required
5+ years of experience managing CSRs in part 91/135 operations
Experience flying as CSR in part 91/135 operations
Must successfully complete and maintain Aero's Experience Lead Trainer accreditation
Must successfully complete and maintain GSC accreditation
Must 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, as well as collaborate with diverse stakeholders, including government representatives
Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment
Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes
Must be able to work on your feet for at least 8 hours. Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.). Occasionally kneel, bend, carry and assist around the aircraft
Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin
Must live within 60 minutes of the TEB Airport
Must be a US Citizen
As this is a (DOT) safety-sensitive position as defined in 14 CFR part 120: All prospective employees are subject to pre-employment testing and random testing throughout employment for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP)
Company
Aero
Aero is an air travel company that matches air travelers with premium seats or shared charters.
11-50 employees
Funding
Current Stage
Growth StageTotal Funding
$121MKey Investors
AlbaCore CapitalKeyframe Capital Partners
2022-08-18Series B· $50M
2022-08-18Convertible Note· $15M
2021-03-09Seed· $16.5M
Leadership Team
Ben Klein
Chief Executive Officer
Mikael Pelet
Chief Operating Officer
Recent News
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