Senior Director of Customer Experience

Overview

We recruit the best talent and invest in their ongoing development, through training and mentoring. We provide opportunities to work across our national network. dnata catering U.S. is looking for a Senior Director of Customer Experience to join our Corporate team. This role is onsite full-time based in our JFK location. 

 

The Senior Director of Customer Experience plays a critical leadership role in shaping and delivering exceptional service across dnata Catering USA. Reporting directly to the Vice President of Commercial, this role is responsible for mentoring and guiding General Managers and Account Managers (national and unit-level) to ensure a consistent, best-in-class customer experience aligned with dnata’s global value of “Playing to Win.” With a deep understanding of airline catering and client expectations, this position leads the development and implementation of a Center of Excellence for Customer Experience to elevate service quality, strengthen relationships, and deliver measurable results across all customer touchpoints.

 

 

dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.

 

Accepting applications until: 7.20.2025

You Will

Customer Experience Strategy & Execution

• Lead the development of a national Customer Experience framework focused on consistency, responsiveness, and proactive service recovery.
• Establish and maintain a Center of Excellence that defines standards, metrics, and best practices to ensure alignment across units.
• Oversee Voice of the Customer (VOC) feedback systems and drive action plans to improve satisfaction and retention.
• Promote data-driven insights into customer behaviors, complaints, and trends to guide continuous improvement.

Leadership & Mentorship

• Serve as a strategic mentor to General Managers on customer engagement, communication, and retention strategies.
• Coach and develop Account Managers at both national and local levels to enhance commercial acumen, service responsiveness, and customer relationship management.
• Partner with HR and Training to build customer service capabilities through internal programs and onboarding for customer-facing teams.

Cross-Functional Collaboration

• Act as a liaison between operations, commercial, and culinary teams to ensure end-to-end service excellence for airline partners.
• Drive unit-level accountability for execution of customer requirements, audits, and operational excellence programs.
• Support unit teams during major service transitions, launches, or recovery efforts to ensure customer satisfaction and operational readiness.

Performance & Reporting

• Define KPIs and scorecards for customer satisfaction, complaint resolution, and service performance at both unit and national levels.
• Conduct regular reviews with stakeholders and senior leadership to report on trends, risks, and opportunities for service improvement.
• Ensure robust escalation processes are in place to address and resolve service failures promptly and professionally.

NONESSENTIAL FUNCTIONS:

• Other duties as assigned by unit Supervisors.

This salary range and is influenced by the level of experience. When calculating the base pay, we take into account various factors such as location, qualifications, training, and experience as part of the overall compensation package. $136,000.00 $210,000.00 

You Have

Bachelor’s degree in Business, Hospitality, Aviation Management, or related field required; MBA preferred. Minimum 10 years of progressive experience in customer service, account management, or operations—airline catering or aviation services experience strongly preferred.

• Proven experience in leading multi-site teams and mentoring leaders in service excellence.
• Deep knowledge of service delivery standards, client expectations, and commercial relationship management.
• Exceptional leadership, influencing, and relationship-building skills across multiple stakeholders.
• Strong analytical, communication, and presentation skills.
• Willingness to travel extensively across the U.S. (50%+).

Key Competenc