Experience Standards & Quality Manager - Aspen

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

As the Experience Standards & Quality Manager in Aspen, you will be the primary steward of service excellence in the region. You will serve as the critical link between Aero, our guests, and our partners to ensure every journey feels bespoke and premium.

RESPONSIBILITES

• Team Leadership & Seasonal Management
• Responsible for the end-to-end recruitment, hiring, and onboarding of seasonal workers to support high-season operations.
• Lead and train seasonal staff to ensure they meet Aero's service standards.
• Manage daily performance and scheduling for the seasonal team to ensure seamless guest support.

Airport Operations & Partnership Management

• Serve as the primary point of contact between Aero and airport handlers, security companies, and airport staff.
• Coordinate catering for selected flights, including placing orders with our local partner and managing the pickup and delivery to the aircraft.
• Manage key base-level vendor relationships, including ground transportation and catering partners.
• Partner with the Director of Experience Design & Development on vendor contract renewals and service scope changes affecting your region.
• Collaborate with Finance to manage per-guest budgets and inventory in your region.

Guest Experience & "Lounge" Stewardship

• Be on-site for all scheduled and charter Aero flights at ASE and occasionally RIL to act as the primary contact for guests.
• Ensure guests feel the Aero brand promise in ASE despite the lack of a dedicated physical lounge at the FBO.
• Maintain "lounge" standards regarding cleanliness, visual presentation, and guest flow within partner FBOs.
• Act as a high-touch ambassador, building relationships with frequent guests and managing real-time service recovery.

Quality Assurance & Feedback

• Conduct experience quality audits and jet walk-throughs to ensure the fleet meets Aero standards.
• Identify service gaps and translate guest feedback into tangible improvements for service flow or amenities.
• Provide real-time decision-making support during irregular operations or flight disruptions.

Additional Benefits:

• Annual ski pass.

REQUIREMENTS

• Must successfully complete and maintain GSC accreditation
• Strong understanding of luxury hospitality
• 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 40 minutes of Aspen airport.

$80,000 - $80,000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.