About us

Position Overview

The Account Manager serves as the primary point of contact between the Customer Service Center (CSC) and assigned airline customers, ensuring the delivery of exceptional service and operational excellence. This role partners closely with airline representatives and cross-functional teams to coordinate customer requirements, resolve service-related issues, and ensure compliance with contractual obligations and performance expectations.

The Account Manager is responsible for building and maintaining strong customer relationships, leading menu presentations and service reviews, communicating operational updates, and driving customer satisfaction. Through proactive collaboration and problem-solving, this position helps ensure the successful execution of customer programs while supporting business growth and continuous improvement initiatives.

• Work location: Onsite @ our SkyChefs facility near Denver International Airport 
• Work schedule: Standard schedule Monday-Friday with flexibility to address urgent customer matters outside regular business hours as needed
• We operate 24/7, 365 

What You'll Do

Account Management

• Serve as the primary liaison between assigned airline customer(s), the Customer Service Center (CSC), and Key Account Management to ensure exceptional service delivery and customer satisfaction.
• Build and maintain strong customer relationships by proactively addressing operational needs, service concerns, and performance expectations.
• Ensure accurate billing, provisioning, inventory management, and adherence to customer-specific requirements.
• Monitor and maintain appropriate inventory levels of customer-owned equipment and materials while ensuring timely and accurate inventory counts.
• Partner with Operations to ensure the on-time departure of flights and seamless execution of catering services.
• Support operational teams with airline schedule, menu, and service cycle changes, ensuring clear communication and effective implementation.
• Ensure compliance with customer specifications, food safety standards, and regulatory requirements, including FDA and HACCP guidelines, in partnership with the Quality team.
• Maintain and communicate customer specifications, service standards, and program updates across all relevant departments.
• Coordinate customer audits, evaluations, and reviews, ensuring timely responses and follow-up on improvement opportunities.
• Track and analyze customer feedback, flight attendant comments, service metrics, and delays to identify trends and drive continuous improvement.
• Support menu presentations, Chef Tables, customer meetings, and other initiatives designed to enhance the customer experience.
• Participate in special projects, product launches, and service enhancement initiatives to support customer retention and business growth.

Leadership

• Lead and support a culture of accountability, teamwork, and customer focus throughout the area of responsibility.
• Assist in organizing, staffing, and directing departmental activities to ensure operational and service excellence.
• Coach, mentor, and develop team members while supporting performance management and career development initiatives.
• Promote and uphold company values, policies, and management principles in daily operations.
• Monitor departmental performance, support budget and cost-control objectives, and help implement corrective actions when needed.
• Champion company initiatives, including Global Quality Standards (GQS), HACCP, Lean Manufacturing, employee safety, and continuous improvement programs.
• Foster strong cross-functional collaboration to achieve customer, operational, and business objectives.

What We Look for in a Candidate

• Bachelor’s degree in Business Administration, Hospitality Management, Marketing, or a related field, or an equivalent combination of education and experience.
• Minimum of three years of experience in account management, customer success, client relations, or a customer-facing role with responsibility for managing key customer accounts.
• Airline, catering, food service, hospitality, or other service-industry experience preferred.
• Proven ability to build and maintain strong customer relationships while delivering exceptional service and resolving customer concerns effectively.
• Strong communication, presentation, relationship-building, and stakeholder management skills.
• Demonstrated ability to analyze operational and financial performance metrics, identify trends, and help drive business results.
• Highly organized with strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite and the ability to quickly learn and navigate new business systems and technologies.