Customer Account Manager

Position Overview We’re looking for motivated, engaged people to help make everyone’s journeys better. The Manager, Ops, Customer Service reports to the General Manager and supports the operational unit by meeting customer requirements and acting as a liaison between airline customers and the Gate Gourmet operational unit. Salary and Benefits Target Salary Range: $68,000 - $72,000 Paid time off 401(k) with company match Company‑sponsored life insurance Medical, dental, vision plans Voluntary short‑term/long‑term disability insurance Voluntary life, accident, and hospital plans Employee Assistance Program Employee Discounts Free hot healthy meals for unit operations roles Responsibilities Agree on performance expectations with the commercial team and deliver against them with GM/Unit staff. Approve specialty orders and uplifts (with GM consent) and ensure invoice accuracy and timelines. Work closely with the production team to maintain continuous knowledge of specifications and customer expectations through routine audits. Ensure supply chain/purchasing data is current and supports purchasing requirements. Complete all processes and procedures related to specific flights, meet quality standards, and document additional revenue opportunities on the invoice. Communicate customer goals and represent their interests to the local GGI team. Understand unit capabilities and services and effectively communicate offerings to the client with GM approval. Report to the GM and/or Account Director, providing regular input on account activity, service status, and weekly call reports. Coordinate special events (e.g., menu presentation) with the customer and GGI, managing scheduling, transportation, security, specifications, tent cards, tasting equipment, unit tours, beverages, etc. Own the T‑minus schedule to facilitate changes and bring all departments together for success. Maintain a professional appearance at all times and treat the customer with dignity and respect. Daily reconcile delays and communicate required activities; inform the operations team of any specification changes, performance issues, call backs, inspections, etc. Drive root‑cause analysis of delays and performance issues. Provide weekly recaps of delays versus targets, FACs, and updates to the customer and local station management. Act as a Shared Responsibility owner, ensuring customer issues are dealt with efficiently and the GM/commercial leader is informed of any problems. Perform weekly inventory status checks and maintain accurate inventory sheets with current par levels. Manage the inventory process accurately and on time, review results before submission to the customer, and communicate par level changes when needed. Provide customer feedback to help reduce costs through inventory management, avoiding over‑stocking or warehouse clutter. Ensure compliance with Customs requirements, GGI bonded policy, and local agriculture agreements. Assist internal departments on quality/compliance through weekly specification checks and audits (chef tables, packing diagrams, CCPs, VSIE process, safety). Compare FACs against goals and own CSI, driving the process per GG policy and procedures. Conduct weekly documented billing checks to ensure items billed, and review monthly service orders to capture all service items aligned with CXP and Salesforce. Manage customer‑specific KPIs (delays, complaints, audit results) and report performance to the commercial team; agree performance targets with the Commercial VP and GM. Administer annual or quarterly customer feedback surveys covering communication, inventory management, quality, cost management, invoicing accuracy, and customer service orientation. Qualifications Education: High school diploma or GED required; associate’s degree or 4‑year university/college degree preferred. Experience: Minimum of 3 years of account or project management experience; proven account management skills required. Technical Skills: Extremely detail‑oriented, technically and analytically competent; understands software, hardware, networks, etc.; motivated, goal‑oriented, persistent; high initiative and ability to work well in a fast‑paced, team environment; handles stressful situations and deadline pressures well; minimal direction needed; full knowledge of customer‑specific requirements in the service agreement. Delta Airlines: Full knowledge of IFX system, owner of change notice distribution list, understands the unit performance grading system, ensures AC Damage reporting process is followed, and is knowledgeable about Delta build tool. United Airlines: Full knowledge of Unimatic, IBSOPS, PSS, AirServ/AirVision, Sky Net, and Igaps. American Airlines: Understands AA evaluation definitions, knows AMOS & Sabre, keeps food/equipment inventories in AirVision, updates distribution, documents IUR, and understands the PMP process. British Airlines: Uses BA IFX tools, maintains chronological telex and bulletin information, analyzes TCS and BBSC sheets, trains staff on AirServe. Virgin Airlines: Takes weekly photos of menu items, reviews TP006, and distributes flight information; must know Skylogistix and AirServ. Language / Communication: Excellent written and oral communication skills; bilingual is a plus. Legal Statements gategroup is an equal opportunity employer committed to workforce diversity. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status or other categories under applicable law. 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