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Senior Operations Manager, Cabin Services

ABM
Full-time
On-site
Texas, United States
Description
The Senior Operations Manager of Cabin Services is responsible for leading, developing, and optimizing all cabin service operations to ensure exceptional in-flight service delivery, regulatory compliance, crew performance, and customer satisfaction. This role oversees large-scale frontline teams, manages operational strategies, and partners cross‑functionally with Flight Operations, Safety, Training, and Customer Experience to maintain world‑class service standards across the airline’s fleet.

Pay: UPTO $55,000.00/yr DOE

The pay listed is the hourly range or the hourly rate for this position. A specific offer will vary based on the applicant’s experience, skills, abilities, geographic location, and alignment with market data.

Benefit Information: 

ABM offers a comprehensive benefits package. For information about ABM’s benefits, visit ABM 

ABM Employee Benefits | Staff & Management

401(k) – You become eligible to make personal contributions beginning the first of the month following 30 days of employment. You become eligible for the ABM match beginning the first of the month following six months of employment. ABM matches your pre-tax and/or Roth contributions, dollar for dollar, for the first 3%. For the next 2%, ABM contributes $0.50 for each dollar you contribute. Your contributions and match are immediately vested.



Responsibilities
  • Operational Leadership & Performance
    • Oversee day‑to‑day cabin service operations, ensuring all flights are adequately staffed and supported.
    • Lead a team of Cabin Service Managers, Supervisors, and In‑Flight Crew Members with an emphasis on operational excellence.
    • Analyze operational KPIs (on‑time performance, service delivery scores, compliance metrics) and deploy strategies for continuous improvement.
    • Manage irregular operations (IROP) response, staffing recovery plans, and real‑time operational decisions.
    People Management & Development
    • Provide leadership, coaching, and performance management to cabin crew leadership teams and frontline in‑flight staff.
    • Collaborate with Training to support crew onboarding, recurrent training, and professional development initiatives.
    • Foster a safety‑first, customer‑focused culture that aligns with company values and regulatory standards.
    Customer Experience & Service Quality
    • Champion cabin service excellence by overseeing service delivery programs, onboard product implementation, and customer‑experience enhancements.
    • Partner with Customer Experience teams to analyze passenger feedback and implement improvements.
    • Ensure consistent execution of in‑flight service standards across all fleets and routes.
    Compliance, Safety & Regulatory Oversight
    • Ensure full compliance with FAA/CAA regulations, IOSA standards, and company operating procedures.
    • Conduct audits and quality assurance checks to maintain safety and service integrity.
    • Support safety investigations, implement corrective actions, and oversee cabin‑specific risk mitigation plans.
    Cross‑Functional Collaboration
    • Work closely with Flight Operations, Ground Operations, Crew Scheduling, Training, and HR to ensure seamless end‑to‑end service delivery.
    • Lead operational readiness initiatives for new aircraft, routes, products, or service programs.
    • Manage relationships with union representatives (if applicable), operational partners, and vendors.
    Budget & Resource Management
    • Develop and manage department budgets, staffing plans, and operational resources.
    • Identify cost‑saving and efficiency opportunities without compromising service or safety.


Qualifications
Required
  • Must have a Valid State issued Driver's License 
  • High school diploma or equivalent (GED).
  • 5–10+ years of progressive experience in aviation cabin services or in‑flight operations.
  • 3+ years of leadership experience managing large, distributed teams.
  • Strong knowledge of aviation regulatory standards (FAA/CAA/EASA), safety management systems (SMS), and in‑flight operations.
  • Exceptional communication, leadership, crisis‑management, and decision‑making skills.
Preferred
  • Airline leadership or multi‑station operations experience.
  • Background managing unionized workgroups.
  • Experience with customer experience program development.
  • Advanced degree or leadership certifications.
Key Competencies
  • Operational Excellence
  • Leadership & Coaching
  • Safety & Compliance Focus
  • Strategic Thinking
  • Customer‑Centric Mindset
  • Data Analysis & KPI Management
  • Collaboration & Relationship Building
  • Crisis & IROP Management