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Manager, Airport Operations and Development

Temporary, Full-time · Amstelveen
4,800 - 5,850 € per month
Purpose of the job
At SkyTeam, innovation takes flight like never before. Since we started back in June 2000, SkyTeam and our world-class member airlines have built a leading alliance connecting customers across a vast global network of more than 945 destinations and 750 lounges in 160+ countries. We’ve achieved many ‘firsts’ together – SkyPriority, SkyTeam Rebooking, and The Aviation Challenge, to name just a few.
 
As the world around us changes at lightning speed, our pursuit to create cutting-edge solutions for members and customers is relentless. We want to be recognized as the most customer-centric alliance, anticipating and fulfilling evolving expectations.
 
We work daily to be a leader in truly advancing travel and mastering cocreation to empower SkyTeam members and partners to deliver ever more seamless, innovative, and responsible experiences to customers worldwide.

Job Scope 
This role reports to Senior Manager Airport Operations and Lounges. The Airport Operations and Lounge team is part of the Operations Department. 

About You

You are a results-driven professional with a passion for delivering operational excellence and creating seamless travel experiences across the SkyTeam network. With a strong background in airport or airline operations, you know how to bring harmony, consistency, and quality to every customer touchpoint.

You thrive in dynamic, multi-stakeholder environments — collaborating with station managers, airport authorities, and service partners to optimize efficiency, service delivery, and customer satisfaction. You take a strategic approach to airport operations, identifying and developing new opportunities where SkyTeam can add value for its members and travelers — from co-location initiatives to shared services that enhance performance.

You are equally focused on the customer experience in the lounge environment, ensuring that every SkyTeam Branded and Joint Lounge reflects the alliance’s high standards of comfort, service, and hospitality.

Analytical and detail-oriented, you use data, insight, and innovation to drive continuous improvement. You act with transparency and neutrality, representing the collective interests of all SkyTeam member airlines. Above all, you take pride in shaping a consistent, world-class airport and lounge experience that brings the SkyTeam promise to life for millions of travelers worldwide.

Key Result Areas / Key Responsibilities 

Airport Operations and Development 
Stakeholder Management 
  •  Conduct regular meetings with station managers to gather operational feedback, communicate strategic initiatives, demo tools, review regulatory information and share best practices.
  •  Identify and implement continuous improvement opportunities to reduce operational costs, increase efficiency, and enhance customer experience.
  • Serve as the operational subject-matter expert for the assigned region, leading end-to-end improvements and championing innovation.
  • Deliver product training and disseminate support materials to ensure consistency and operational excellence across all airport touchpoints.
  •  Advocate for airport-specific needs while ensuring alignment with the broader strategic objectives of the SkyTeam alliance.
  • Collaborate closely with the airport authorities, terminal owners and other key stakeholders on all matters related to airport development.
  • Maintain proactive and continuous communication to ensure the seamless relocation of members between terminals, addressing their operational and logistical needs.
  • Support the planning and implementation of airport development initiatives, ensuring alignment with organizational goals and regulatory requirements.
  • Facilitate and lead working group meetings on airport operations and development topics.

Performance Tracking  
  • Monitor, analyze, and interpret operational performance metrics, utilizing dashboards and other tools to identify trends and areas for operational improvement, providing actionable recommendations to relevant teams.
    •  For example, monitor IATCI (Inter-Airline Through Check-in) and Mishandled Baggage (MHB) performance and coordinate with member airlines to address issues and optimize service levels.
Lounges
Lounge Customer Satisfaction
Maintain a consistent level of service standards and customer satisfaction in all SkyTeam Branded Lounges and SkyTeam Joint Lounges.
  • Manage (bi-)monthly calls with lounge contractors.
  • Manage – together with the lounge contractors - the monthly performance report process, proactively analyzing customer satisfaction data and suggesting improvement measures as appropriate.
  • Engage the SkyTeam member airline stakeholders in the supervision of the lounges, ensuring a high degree of quality and customer satisfaction, balancing the different customer needs.
    •  assessing compliance with agreed service standards
    •  discuss and review all feedback, remarks, input, ideas and any ongoing projects related to such lounges
Lounge Compliance Tracker
  • Roll-out a compliance program to evaluate the quality of SkyTeam Branded Lounges and Joint Lounges (including any agreed airline-owned lounges and third-party lounges), considering factors such as cleanliness, comfort, service, amenities, and overall customer experience.
  • Evaluate compliance scores and collaborate with lounge contractors on improvement and corrective actions
Lounge Policy Changes
  • Ensure a smooth and consistent implementation of lounge policy changes in the SkyTeam Branded Lounges and Joint Lounges.
Lounge Technology/Innovation
  • Customer facing Lounge Finder tool:
    • Ensure that opening hours and facility information are up to date o Evolve and enhance the Lounge Finder in close collaboration with other relevant departments.
Other responsibilities:
  • Support the governance by preparing monthly/quarterly reviews and presentations to keep all  internal stakeholders informed on progress. 
  • Provide feedback and collaborate with relevant departments to improve communication processes and enhance internal tools.
  •  Help create a “knowledge bank” at the SkyTeam office, made digitally available, encapsulating relevant findings and experiences accumulated in the course of the job.
  •  Support Senior Manager Airport Operations and Lounges in budget forecasting.
**Responsibilities and tasks of the position are not limited to the above mentioned, and deviations can occur at any point in time as the position evolves and in concert with the manager.
Your profile
Required Skills, Knowledge and Experience
  • Bachelor’s degree or equivalent 5 years minimum working experience in airline/airport operations and/or hospitality
  • Computer literate with strong PowerPoint / Excel / Word skills and in-depth report writing ability
  • Fluent written and spoken English, other languages appreciated
  •  Effective program and project management experience with an emphasis on exemplary capabilities for handling multiple projects simultaneously
  • Ability to work independently and as a team with others in a time-sensitive fashion, with minimal supervision
  • Ability to work with attention to detail, on time and on budget
  •  Demonstrates proactive problem-solving ability
  • Ability to collaborate with senior executives with clear, concise communications
  •  Experienced with a multi-cultural environment
  • Knowledge, experience and understanding of airport lounge processes • Ability to travel on regular basis, sometimes at short notice
Competencies
  • Ability to motivate and engage people in non-hierarchical, cross-functional settings
  • Strong interpersonal skills
  • Proven cross-cultural awareness
  •  Result-oriented
  • Strong execution skills, with demonstrated ability to deliver results within a team setting
  • Ability to blend decisiveness in operations with diplomacy in human interactions
  •  Ability to create consensus among parties
  • Conflict resolution skills
  •  Relationship building and maintenance

Must have:
Authorization/availability to reside and work legally in The Netherlands on a full-time basis.(note: this position does not offer relocation assistance).
Why us?
SkyTeam will offer you a complete salary package that includes unique benefits:
  • A challenging role at a unique employer in the Netherlands
  • Salary: a competitive monthly gross salary (EUR 4,000 - 5,850 incl. vacation pay & bases on FT hours) -  depending on your experience
  • Vacation pay: 8% of gross annual salary
  • Vacation days: 27 vacation days for one year
  • Birthday leave: additional PTO (1 day) on or around your birthday
  • Public holiday exchange: exchange Dutch bank holidays with any bank holiday culturally significant to you
  • Pension plan: everything you need for a good retirement
  • Equipment: laptop, phone or e-sim
  • Home office: create and equip your home office with our support.
  • Travel allowance: travel allowance for public transport, bicycle, and car 
  • Discounted travel: reduced airfares after 6 months of your start date
  • Learning environment: free access to LinkedIn Learning, Lunch & Learn sessions, and the opportunity to surround yourself with highly skilled colleagues
  • Work from anywhere: flexibility to work from anywhere in the world (duration of max. four weeks)  
  • Hybrid way of working: we offer flexibility to work from home
  • Fun events: potluck parties, monthly after work get-togethers, BBQs, annual summer/winter events, and more appealing team activities throughout the year
Application procedure: 

Within a few weeks, we will assess your profile for this position, and should there be a match, we will contact you via email about the potential fit. If your skills and experience align with our needs, here is what you can expect:
  1. Preliminary chat with the Recruiter (Virtual).
  2. First Interview: You'll receive an invitation for a first interview in-person at our office in Amstelveen.
  3. Second Interview & Case Study: You'll be invited to a second round of interviews at our office in Amstelveen if the first interview goes well. This stage may also include a case presentation, providing you with an opportunity to showcase your problem-solving skills and industry acumen. On very rare occasions, there might be a follow-up third/final Interview. 
  4. Email Job Offer: Upon successful completion of the interviews, we'll present a job offer to you via email. 
  5. Contract/Offer: Finally, with much excitement, we'll prepare a comprehensive employment contract formalizing your new role at SkyTeam.
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About us
SkyTeam is the global airline alliance dedicated to transforming the future of travel by powering the smartest and most integrated customer journey. Committed to innovation, responsibility, and collaboration, SkyTeam and our member airlines connect customers across an extensive global network. The alliance brings together diverse cultures and backgrounds through a shared passion for aviation—both passenger and cargo. We continuously evolve to meet the changing needs of travelers and the aviation industry.

At SkyTeam, we know the importance of fresh perspectives. With members spread across five continents and multiple time zones, we are flexible and agile, focused on delivering services that create synergy. Our headquarters in Amstelveen is home to a truly international team that reflects the diversity of our member airlines. With more than 30 nationalities represented on our team, we are proud to foster an inclusive, non-discriminatory workplace where differences are celebrated, successes are shared, and collaboration drives value for our members.
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