Experience Standards & Quality Manager

ABOUT AERO By reimagining premium travel from the ground up, Aero offers a radically enhanced air travel experience – focusing on exclusivity, design, convenience, and personalized service. Aero integrates scheduled flights, charter flights, and aircraft management services under a single premium brand and digital-first platform, delivering a seamless end-to-end experience that neither traditional airlines nor private jet companies have achieved. ABOUT THIS ROLE The Experience Standards & Quality Manager is responsible for safeguarding and elevating the Aero guest experience across cabin and lounge environments through hands-on leadership, quality assurance, and close partnership with Experience leadership. This role serves as the day-to-day steward of service excellence, ensuring Aero’s experience standards are consistently delivered, gaps are quickly identified, and feedback is translated into tangible improvements. The role partners closely with the Inflight & Lounge Experience Manager, providing leadership presence, decision-making support, and continuity during irregular operations or periods of high demand. This cornerstone role will support the growth of our New York Experience team, focusing on talent acquisition and the eventual management of our base coordinator. Key responsibilities include ensuring the flawless execution of the base-level experience, which encompasses lounge build-out and presentation, fleet readiness, and amenity standards, all while aligning seamlessly with Aero’s brand promise. RESPONSIBILITIES

Experience Quality & Service Excellence

Act as Aero’s primary Quality ambassador for the cabin, lounge, and fleet experience.

Serve as a visible, high-touch Experience ambassador, working closely with Experience Leads to build personal relationships with frequent guests, deeply understand their preferences, and deliver a journey that feels genuinely bespoke; act as the local face of Aero by greeting guests on arrival and departure, serving as their primary point of contact for feedback, special requests, and real-time service recovery in your region.

Observe, assess, and continuously evaluate guest experience delivery across scheduled and charter flying.

Conduct experience quality audits, ride-along flights, jet and lounge walk-throughs to ensure the fleet and lounges are presented and maintained to Aero standards.

Identify service gaps, inconsistencies, and opportunities; partner with the Director of Experience Design & Development to address them through updated standards, tools, or training inputs.Champion service recovery best practices and ensure consistent guest-first execution during irregular operations.

Serve as a close leadership partner to the Inflight & Lounge Experience Manager.

Provide management coverage and deputization when required, including:Supporting real-time guest experience decision-making during disruptions

Assisting with last-minute coverage challenges and charter escalations from an Experience perspective

Representing Experience leadership in cross-functional discussions when needed

Fly and work in the lounge regularly to maintain credibility, firsthand insight, and strong relationships with Experience Leads and Specialists.

Actively participate in service delivery to model Aero’s service standards and behaviors.

Provide full support for all departures from TEB, including passenger greeting, check-in, and screening procedures.

Serve as the on-site representative for the Director of Experience Design and Development during the build out of Aero’s lounge in TEB.

Ensure the Aero lounge and jets consistently reflect brand standards for:Cleanliness, readiness, visual presentation, and guest flowInventory accuracy, first-choice meal availability, and thoughtful amenity presentation

Oversee base-level food & beverage execution, amenities, and vendor coordination, ensuring daily delivery meets Aero experience standards.

Manage key base-level experience vendor relationships and contracts, including catering, beverage partners, cleaning, and specialty service providers, ensuring:Consistent quality and service levels

Adherence to brand and experience standards

Timely issue resolution and performance feedback

Partner with the Director of Experience Design & Development on:Contractual inputs and renewals related to the guest experience

Service scope changes or experience enhancements at the base level

Partner with Finance to ensure adherence to per-guest budgets, controlled spending, and responsible inventory management.

Support execution of special events, jet visits, brand moments, and guest activations in collaboration with Marketing and Business Development.

Own the closed-loop feedback process for experience insights gathered from:Direct observation (cabin, lounge, fleet)Experience Lead and Specialist feedbackGuest feedbackTranslate insights into clear recommendations for:Service flow enhancementsResource or amenity refinementsExperience-focused process improvementsSupport the Director of Experience Design & Development by surfacing real-world insights that inform updates to experience documentation and standardsAct as a trusted conduit between frontline Experience teammates and leadership, ensuring information flows clearly, consistently, and constructively.

Take on the future management of the TEB Base coordinator, ensuring all stocking needs are consistently met.

Assist in the expansion of the New York Experience team by conducting in-person candidate interviews.

Visible leadership presence for Experience Leads and Specialists through coaching, feedback, and example-setting.

Trusted escalation point for Experience-related quality concerns.

REQUIREMENTS

5+ years of experience managing CSRs in part 91/135 operations.

Experience flying as CSR in part 91/135 operations.

Must successfully complete and maintain Aero’s Experience Lead Trainer accreditation

Must successfully complete and maintain GSC accreditation

Must successfully complete and maintain TSA screening accreditation

Strong understanding of aviation safety, part 91/135 operations, regulatory compliance, and TSA/OSHA requirements.

Excellent communication skills, both written and oral. 

A passion for service, and proven ability to lead and inspire teams to always be better, as well as collaborate with diverse stakeholders, including government representatives. 

Comfortable in a startup environment; exhibiting a bias for continual improvement, and comfort in a fast-paced environment. 

Must have a flexible work schedule, be willing to work outside of 9-5 hours including nights, split shifts, weekends and holidays, and be comfortable with last minute/regular changes.

Must be able to work on your feet for at least 8 hours. Ability to move, pull, carry or lift up to 100lb. (luggage, carts, etc.). Occasionally kneel, bend, carry and assist around the aircraft. 

Must be tech savvy and proficient with Google Suite, Microsoft Office, Slack, Leon, Darwin.

Must live within 60 minutes of the TEB Airport.

Must be a US CitizenAs this is a (DOT) safety-sensitive position as defined in 14 CFR part 120[1]: All prospective employees are subject to pre-employment testing and random testing throughout employment for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids, and Phencyclidine (PCP)