Administrative Management, Air Cargo, Americans with Disabilities Act (ADA), Automation, Aviation Industry, Budget Management, Business Administration, Business Growth, Business Performance Management, Cargo/Freight, Catering Services, Coaching, Communication Skills, Construction, Continuous Improvement, Corrective Action, Cross-Functional, Custodial Services, Customer Experience, Customer Relationship Management (CRM), Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Diversity, Environmental Compliance, Executive Relationships, Facilities Management, Federal Aviation Administration (FAA), Finance, Forecasting, Leadership, Logistics, Maintain Compliance, OSHA, Onboarding, Operational Audit, Operational Improvement, Operational Measurement, Operational Strategy, Operations Management, Operations Processes, Organizational Development/Management, Performance Management, Performance Metrics, Performance Reviews, Performance Tuning/Optimization, Predictive Modeling, Process Improvement, Profit & Loss, Protective Services, Quality Assurance, Quality Management, Regulatory Compliance, Regulatory Requirements, Reporting Dashboards, Risk, Risk Management, Safety Compliance, Safety Training, Safety/Work Safety, Scorecarding, Service Delivery, Service Level Agreement (SLA), Standards Development, Succession Planning, Team Lead/Manager, Technical Leadership, Willing to Travel, Workforce Management, Workforce Planning
Vice President Of Service Delivery
TFG Aviation is seeking a strategic, innovative, and operationally driven Vice President of Service Delivery to lead and elevate aviation service operations across multiple lines of business nationwide. This executive leadership role is responsible fordriving operational excellence, regulatory compliance, workforce performance, customer satisfaction, and long-term growth across aviation support services.
The Vice President of Service Delivery will serve as a key executive leader responsible for developing and executing enterprise-wide service delivery strategies that align operational performance with safety, quality, customer expectations, and organizational profitability. This role will oversee service delivery functions supporting airline and airport customers while ensuring compliance with FAA, TSA, OSHA, airport authority, and customer-specific requirements.
TFG Aviation's Service Delivery Model is built on operational consistency, frontline workforce engagement, standardized processes, enabling technology, performance management, and continuous innovation.
Key Responsibilities
Strategic Leadership & Operational Excellence
- Provide executive oversight for all aviation service delivery operations across multiple service lines and geographic regions.
- Develop and implement enterprise-wide operational strategies focused on efficiency, scalability, customer experience, and financial performance.
- Establish standardized operational processes and service execution models across all locations.
- Lead organizational transformation initiatives designed to enhance operational consistency, workforce productivity, and customer retention.
- Partner closely with Operations, HR, Safety, Finance, Technology, Quality Assurance, and Executive Leadership teams to drive long-term business growth.
Service Delivery & Customer Experience
- Ensure service execution consistently meets and exceeds customer expectations and contractual service level agreements (SLAs).
- Lead executive-level customer business reviews with airline partners, airport authorities, and strategic customers.
- Drive continuous improvement initiatives focused on service quality, operational efficiency, and customer satisfaction.
- Develop proactive service recovery strategies and performance improvement programs.
- Serve as an executive escalation point for operational, customer, and compliance-related concerns.
Regulatory Compliance & Safety Leadership
- Ensure strict compliance with FAA, TSA, OSHA, DOT, airport authority, and customer-specific operational requirements.
- Champion a "Safety First" culture throughout the organization.
- Oversee aviation safety compliance programs, operational audits, risk mitigation initiatives, and corrective action processes.
- Ensure operational readiness and compliance across high-risk aviation environments including ramp operations, cargo handling, aircraft cleaning, janitorial, and passenger support services.
- Partner with Safety and Training leadership to implement industry-leading compliance and workforce readiness programs.
Workforce Optimization & Performance Management
- Drive KPI-focused operational performance management through balanced scorecards, predictive analytics, and real-time operational reporting.
- Utilize data-driven insights to optimize labor deployment, workforce forecasting, staffing efficiency, and operational scalability.
- Establish measurable operational performance standards aligned with customer expectations and organizational goals.
- Lead cross-functional performance review processes and operational business reviews.
- Foster a culture of accountability, engagement, innovation, and continuous improvement.
Technology & Innovation
- Lead digital transformation and operational technology initiatives that improve efficiency, visibility, and service execution.
- Partner with Technology and Innovation teams to implement automation, workforce management systems, real-time dashboards, and predictive analytics.
- Utilize operational data and technology platforms to improve decision-making, reduce inefficiencies, and strengthen service quality.
- Support the implementation of innovative operational solutions that enhance customer experience and workforce effectiveness.
Training & Organizational Development
- Support the development of standardized training curriculums and operational readiness programs across all aviation service lines.
- Ensure operational training aligns with regulatory requirements, customer expectations, and organizational standards.
- Promote leadership development, succession planning, and frontline workforce engagement initiatives.
- Drive operational consistency through structured onboarding, recurrent training, and performance coaching.
Service Lines Supported
This role supports operational leadership across multiple aviation service lines, including:
- Aircraft Cabin Cleaning
- Exterior Aircraft Cleaning
- Janitorial Services
- Ramp Operations
- Wheelchair Assistance Services
- Cargo and Mail Handling & Logistics
- Catering Security Services
- Passenger Services
Qualifications
- Bachelor's degree in Aviation Management, Business Administration, Operations Management, or related field required; Master's degree preferred.
- Minimum of 10+ years of progressive leadership experience within aviation operations, airline services, airport operations, ground handling, facilities management, or related industries.
- Proven executive leadership experience managing large-scale, multi-site operations.
- Strong working knowledge of FAA, TSA, OSHA, airport authority, and aviation compliance requirements.
- Demonstrated experience leading operational transformation, process improvement, and performance optimization initiatives.
- Experience utilizing operational analytics, workforce management systems, and KPI-driven leadership strategies.
- Exceptional customer relationship management and executive communication skills.
- Strong financial acumen with experience managing budgets, labor costs, operational efficiencies, and performance metrics.
- Proven ability to lead large teams in fast-paced, high-compliance operational environments.
- Ability to travel extensively between 70-80% of the time as needed.
Preferred Experience
- Aviation support services experience strongly preferred.
- Experience supporting airline customers and airport operations environments.
- Multi-service line operational leadership experience.
- Experience implementing technology-driven operational solutions and workforce optimization strategies.
Why Join TFG Aviation?
At TFG Aviation, we are committed to building industry-leading aviation service operations centered around safety, operational excellence, workforce engagement, innovation, and customer satisfaction. Our Service Delivery Framework focuses on delivering scalable solutions, reducing operational risk, improving quality, and creating long-term value for our airline and airport partners.
If you are a visionary operational leader who thrives in fast-paced aviation environments and is passionate about transforming service delivery through leadership, innovation, compliance, and performance excellence, we encourage you to apply.
TFG Aviation is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Our commitment extends beyond preventing discrimination and harassment; it's about creating an environment where diverse backgrounds and perspectives are valued. We believe in the power of our people, the ideas they bring, and what we can accomplish together.
Consistent with the Americans with Disabilities Act (ADA), all state & federal requirements, it is the policy of TFG Aviation to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. TFG Aviation also provides reasonable accommodations as required under the Pregnant Workers Fairness Act (PWFA) for limitations related to pregnancy, childbirth, or related medical conditions. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact the HR team at 704-987-3336 x2216.