Director of Operations

Description

Reports To: Chief Operating Officer (COO)

Reporting Structure (Direct Reports): Executive Chef (excluding food product culinary specifics), Production Manager, Commercial Account Manager, Warehouse Manager, Equipment & Sanitation Manager, Commercial Aviation Transportation Manager

Environment: 24/7 Operations | Lean, Family-Owned Culture | Non-Unionized Environment

Position Overview

We are a high-touch, family-owned airline catering business operating in a fast-paced 24/7 environment. We operate with a lean structure, no corporate red tape, no ivory towers, and no room for bench-warmers or purely administrative managers.

As Director of Operations, this is not a desk job , and leadership here is not about passive delegation. While you will delegate to your management team, you must actively inspect what you expect, train on the floor, and jump in alongside your team whenever necessary, whether that means jumping into the dish wash during an overnight rush, assisting in cold rooms, or helping load trucks and aircraft to hit turnaround times. You must be able to do it all. Only if you know the through put times you can manage your operations.You must bring deep, immediate operational expertise in the airline catering industry. We operate on the Entrepreneurial Operating System (EOS) methodology, and full embracement and execution of EOS principles (L10 meetings, Scorecards, Rocks, Accountability Chart, Right Person / Right Seat., etc.) is a strict requirement. We treat our team as one family, making no distinction between blue-collar and white-collar roles.

Core Expectations & Leadership Philosophy

• Servant & Hands-On Leadership: Lead from the front lines. Serve as a coach, mentor, and barrier-remover for your entire team. You must be willing to roll up your sleeves, lead by example on the floor, and demonstrate standards firsthand across every station.
• Immediate Industry Coherence: Possess deep, practical knowledge of airline catering operations. You must instantly understand operational triggers, flight schedule dynamics, catering build-ups, ramp/apron logistics, and aircraft loading nuances from day one.
• EOS (Entrepreneurial Operating System) Mastery: Fully embrace, drive, and execute the EOS methodology to maintain accountability, track metrics, solve root-cause issues (IDS), and streamline processes.
• One Team Culture: Foster an inclusive, respect-driven environment. We do not differentiate between office and floor staff, and we actively maintain a direct-relationship, non-unionized workplace built on trust, transparency, and mutual respect.

Essential Functions & Responsibilities

Operations & Execution

• Floor Management & Execution: Walk the floor daily. Inspect, audit, and support night shifts, dish wash, cold production rooms, dish/sanitation stations, and ramp transport operations to guarantee flawless execution.
• Flight & Ground Logistics: Oversee daily transport, loading of trucks, and aircraft catering setup to maintain 100% on-time performance and strict compliance with airport security/safety protocols.
• Process Efficiency & Metrics: Drive operational productivity, lower cost per unit, reduce waste, eliminate operational errors, and ensure customer service levels meet airline contractual specs.

Leadership, Mentorship & Accountability

• Team Leadership & Development: Lead, motivate, and mentor a multi-departmental team. Establish clear development plans for direct reports, holding managers accountable for departmental performance and team morale.
• Cross-Functional Synergy: Partner closely with executive leadership (COO/GM) and support departments (HR, Safety, Finance) to continuously refine proprietary operational tools, workflows, and procedures.
• HR & Recruitment Support: Assist HR with talent acquisition, interviewing, onboarding, training, and retaining high-performing team members using tools such as Paylocity.

Quality, Safety & Regulatory Compliance

• Food Safety & Sanitation: Ensure absolute compliance with all local, state, and federal food safety rules (HACCP/FDA/USDA) and OSHA regulations.
• Security & Airport Compliance: Maintain total compliance with federal aviation security regulations and badge access guidelines.

Requirements

• Airline Catering Industry Experience (Mandatory): Thorough operational expertise in airline flight catering, aircraft ramp loading, dish/equipment turnaround, and flight schedule management.
• EOS Experience: Practical experience with or full commitment to mastering and executing the EOS framework.
• Proven Hands-On Leadership: A track record of leading, mentoring, and managing large operational teams in a demanding, fast-paced environment.
• Financial & Analytical Acumen: Proficient in reading and interpreting budgets, operational KPIs, productivity models, and unit economics. Computer savvy with strong MS Excel capabilities.
• Certifications & Clearances:
  • Valid local Food Safety Manager Certification.
  • Eligibility for US Airport Badges (must pass a 10-year Federal background check).
• Physical & Environmental Adaptability: Willing and able to work in cold room environments, perform physical tasks as needed, and work flexible shifts across a 24/7/365 schedule (including blackout PTO periods during peak seasons like summer and year-end).

Desired Attributes

• Bilingual Capabilities: Fluency in English is required; bilingual English/Spanish fluency is strongly preferred.
• Systems & Software: Hands-on experience with Paylocity (HRIS) is an advantage.
• Problem Solver Mentality: Proactive "barrier remover" who thrives in a lean, agile business structure.

Company Culture & Core Values

We expect every leader to fully embody our CATCH core values:

• C — Customer Service : Uncompromising commitment to serving our airline partners and passengers.
• A — Accountability : Owning your results, setting clear expectations, and inspecting execution.
• T — Teamwork : One team—from the dish room to the executive office.
• C — Competitiveness : Striving every day to be the best catering partner in the region.
• H — Honesty : Transparent, direct, and respectful communication at all levels.

Our Mission

"To continue to be the leading in-flight and corporate catering company serving the Houston & Dallas Metro market by using locally sourced and sustainable raw ingredients, providing the most memorable and personalized attention to detail all while maintaining a fiscally sound budget and complying with the highest food safety standards."