Account Service Manager - Catering Operations

Job Description

Job Description

We’re looking for an Account Manager to ensure service levels are met for our airline client and to act as a strong advocate for the customer within the operation.

This role partners with operations leadership and the client to identify service gaps, address urgent issues, and drive practical improvements in performance, communication, and compliance.

You’ll work closely with the General Manager, department leaders, and the airline customer to maintain alignment on service expectations, performance results, and corrective actions.

Functions and Responsibilities

• Communicate customer requirements, including changes to service, schedules, menus, and specifications, so operational teams stay aligned.
• Monitor daily flight progress, service levels, and key performance indicators; investigate delays, shortages, and service issues, and escalate or intervene as needed.
• Report customer feedback, complete operational and safety audits, and help ensure compliance with customer standards, food safety, and internal procedures.
• Address day-to-day exceptions, identify root causes of service gaps, and partner with leaders to implement and follow through on corrective actions.
• Serve as a liaison with the airline client through regular meetings, service reviews, station visits, and follow-up on performance improvement actions.
• Manage airline-related administrative needs such as equipment balance, provisioning accuracy, billing support, and required customs documentation.
• Support training and communication by preparing customer visuals, helping with menu presentations, and reinforcing service updates across departments.
• Document decisions, action items, owners, and timelines to help keep improvement work organized and moving forward.
• Work across operations, transport, training, continuous improvement, supplier management, and food safety to solve problems and improve service outcomes.

Qualifications & Educational Requirements

• At least 2 years of experience in airline catering management, or 5 years of management experience in customer service roles.
• College degree preferred.
• Strong written and verbal communication skills, with confidence in customer-facing conversations and executive summaries.
• Ability to manage multiple priorities, solve problems, and drive improvement in operational performance.
• Intermediate Microsoft Office skills; experience with Sabre or other airline software is preferred.
• Able to build trusted relationships, influence across teams without direct authority, and maintain a professional presence with customers and internal partners.

Join us in our mission to uphold the highest standards of quality in our products while fostering a culture of continuous improvement. We look forward to your application!

We are a team of airline catering enthusiasts who believe flying is the greatest privilege and opportunity in the world and, believe it should be a nice experience for everyone.

Company Description

We are a team of airline catering enthusiasts who believe flying is the greatest privilege and opportunity in the world and, believe it should be a nice experience for everyone.