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Manager, Inflight Services

Position Summary

Eastern Air Express is seeking a highly motivated and customer-focused Manager, Inflight Services to lead and oversee all aspects of inflight operations, service delivery, and cabin crew performance. This role is responsible for ensuring the highest standards of safety, regulatory compliance, customer experience, and operational excellence across the inflight department. The Manager, Inflight Services will provide leadership, coaching, and strategic direction to flight attendants and inflight supervisors while supporting the company's commitment to safety, reliability, and exceptional service.

Essential Duties and ResponsibilitiesLeadership & Team Management

• Lead, mentor, and develop inflight team members to promote a culture of safety, professionalism, accountability, and service excellence.
• Manage the recruitment, onboarding, training, scheduling, and performance management of flight attendants.
• Conduct regular performance evaluations and provide coaching, feedback, and corrective action as needed.
• Foster employee engagement and maintain positive working relationships with crew members and cross-functional departments.

Safety & Regulatory Compliance

• Ensure compliance with all FAA regulations, company policies, and industry standards governing inflight operations.
• Promote and reinforce safety procedures and emergency preparedness throughout the inflight team.
• Monitor cabin safety performance and implement corrective actions when necessary.
• Participate in regulatory inspections, audits, and investigations as required.

Operational Excellence

• Oversee day-to-day inflight operations to ensure efficient service delivery and operational consistency.
• Collaborate with Flight Operations, Training, Maintenance, Crew Scheduling, and other departments to support operational objectives.
• Analyze operational performance metrics and identify opportunities for process improvement.
• Assist in the development and implementation of inflight policies, procedures, and service standards.

Customer Experience

• Champion a customer-first culture focused on delivering exceptional onboard experiences.
• Monitor passenger feedback and service performance trends.
• Develop and implement initiatives to improve customer satisfaction and brand perception.
• Address escalated customer issues and ensure timely resolution.

Training & Development

• Partner with training teams to ensure initial and recurrent training programs meet regulatory and operational requirements.
• Identify professional development opportunities for inflight personnel.
• Support the implementation of new service procedures, equipment, and company initiatives.

Administrative Responsibilities

• Manage departmental budgets and cost-control initiatives.
• Maintain accurate records, reports, and documentation.
• Prepare presentations, reports, and recommendations for senior leadership.
• Participate in departmental planning and strategic initiatives.

QualificationsRequired

• Bachelor's degree in Aviation, Business Administration, Hospitality Management, or related field; equivalent experience may be considered.
• Minimum of 5 years of airline inflight operations experience.
• Minimum of 3 years in a leadership or supervisory role within inflight services.
• Working knowledge of FAA regulations and airline operational procedures.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to manage multiple priorities in a fast-paced operational environment.
• Proficiency with Microsoft Office Suite and operational management systems.

Preferred

• Previous experience managing inflight programs for a Part 121 air carrier.
• Experience with crew resource management (CRM) and safety management systems (SMS).
• Training or certification in leadership development, customer experience, or aviation management.
• Bilingual language skills.

Competencies

• Leadership and Team Development
• Safety Focus and Regulatory Compliance
• Customer Service Excellence
• Strategic Thinking
• Conflict Resolution
• Operational Decision-Making
• Communication and Presentation Skills
• Change Management
• Collaboration and Relationship Building

Physical Requirements

• Ability to travel frequently, including overnight travel.
• Ability to work flexible schedules, including weekends, holidays, and irregular hours as operationally required.
• Ability to access aircraft cabins and perform safety-related duties.
• Ability to remain seated or standing for extended periods.

Work Environment

This position operates in a dynamic airline environment requiring close collaboration with flight crews, operational departments, airport personnel, and company leadership. The Manager, Inflight Services may work in both office and airport settings and must be available to support operations outside of standard business hours as needed.

Equal Employment Opportunity

Eastern Air Express is an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other legally protected status.

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Reports To: Director of Inflight Services (or designated operational leader)
Department: Inflight Services
Location: As Assigned
Status: Full-Time, Exempt