General Manager – Aviation Services

General Manager – Aviation Services

Location: Cleveland Hopkins Airport (CLE)

FoxTrot Aviation Services is seeking a consistently hard-working, hands-on General Manager who is committed to reliable quality service, building strong customer relationships, and leading high-performing teams. This role is the driving force behind service excellence and financial growth at the Cleveland Hopkins location. The General Manager's two most important responsibilities are:

• Maintaining uncompromising quality assurance in all operations.
• Upselling and expanding FoxTrot's services to existing customers.

Role Overview: The General Manager is accountable for operational excellence and revenue growth at Cleveland Hopkins Airport and surrounding areas. Success in this role comes from ensuring FoxTrot's high-quality standards are consistently met and actively developing client relationships that drive up selling opportunities. The GM also oversees staffing, training, safety compliance, and day-to-day operations, but quality assurance and upselling are the top priorities.

Key Responsibilities:

1. Quality Assurance (Top Priority)

• Ensure all services meet or exceed FoxTrot's quality standards.
• Conduct regular quality audits and inspections to guarantee flawless execution.
• Provide weekly performance “report cards” to clients and ownership.
• Hold managers and supervisors accountable for delivering consistent, excellent results.
• Quickly address customer concerns, complaints, or service gaps.

2. Revenue Growth & Upselling (Second Priority)

• Serve as the primary driver of financial growth at the location.
• Consistently identify and close upsell and cross-sell opportunities with existing clients.
• Educate customers on additional FoxTrot services that improve efficiency, safety, and presentation of their aircraft and facilities.
• Proactively generate new business leads and proposals within the airport community.
• Track upsell activity and report monthly revenue impact.

3. Safety and Compliance

• Conduct unannounced site visits to ensure adherence to FoxTrot and client safety policies.
• Lead safety meetings, proactive training, and participate in investigations.
• Collaborate with the Safety/Training Department to maintain compliance.

4. Operational Leadership

• Oversee scheduling, staffing, and turnover management.
• Ensure site managers and supervisors are trained in operations and administration.
• Approve raises with ownership approval; monitor disciplinary issues.

5. Training and Development

• Coordinate training plans with the Director of Training and Safety.
• Identify and close skill gaps across the team.
• Foster strong communication between staff, management, and clients.

6. Administrative & Financial Management

• Make informed P&L decisions on staffing, expansion, and purchasing.
• Audit vehicles and equipment; manage supply chain needs.
• Dedicate at least six days per month to site travel, audits, and customer check-ins.
• Ensure all operational checklists and reports are 100% accurate and on time.

Performance Indicators (KPIs)

• Quality Audit Scores – Maintain excellent scores across all operations.
• Client Satisfaction – Measured through report cards, repeat business, and low complaint rates.
• Upsell Revenue Growth – Monthly targets met or exceeded.
• Client Expansion – Additional services adopted by existing customers.
• 100% checklist compliance.
• Staffing minimums met with low turnover.
• Revenue, labor, and cash flow targets achieved.

Qualifications

• Proven success in quality assurance, audits, or customer service management.
• Experience in upselling or business development within an operations-heavy role.
• Managerial experience with focus on safety, operations, and client relations.
• Excellent leadership, communication, and problem-solving skills.
• Ability to travel consistently and manage multiple functions effectively.
• Proficiency in understanding financial reports and P&L.