Quality & Commercial Projects Specialist (LatAm)

We’re looking for motivated, engaged people to help make everyone’s journeys better.

Annual Hiring Range/Hourly Rate:
• $80,000 - $90,000/Per Year
• This position is eligible for incentive pay of 10% of the annual base salary, dependent upon successful attainment of company, team, and individual goals.

Reporting to the VP Sales & Services, LatAm, is responsible for overseeing the operational units with adhering to customer operational requirements and contractual obligations. Leads regional quality, commercial PMO, and service excellence initiatives across multiple LatAm units. Works cross-functionally with Operations, Commercial, and Corporate teams to sustain SLA performance, drive continuous improvement, and ensure successful operational handovers for new business initiatives.


At times, this corporate commercial position will act as the direct liaison between the airline customer, the operational unit and/or Corporate Commercial team. The role will oversee the airline customer operation policy and procedure, auditing/evaluations, supporting quality improvement projects and overall subject matter expert for customer defined service level agreement. This position is responsible for managing and leading the dedicated quality customer service team.

Main Duties and Responsibilities: 

• Oversees daily management of the larger Representative, Operations, Quality Compliance team for hub and non-hub locations.
  • ~40% Quality: SLA governance, audit readiness, corrective-action follow-up, prevention of defects, and training coordination across units.
  • ~30% Commercial PMO / BD Tracking: Manage regional Business Development tracker; coordinate scoping, feasibility, timelines, and post-launch stabilization with local units.
  • ~30% Service Excellence & Unit Support: Monitor customer metrics (safety, quality, FA comments, delays); lead weekly issue-closure cadences with units; consolidate performance insights for leadership.
• Runs the Business Development tracker (initiation → launch → 90-day stabilization): defines owners, milestones, and risks; escalates blockers; ensures commercial/operations handshakes are documented.
• Coordinates customer-specific training and quality playbooks; ensures audit readiness and consistency across units (food safety, regulatory, customer programs).
• Validates and tracks financial incentives/remedies linked to SLA programs with Finance and units.
• Facilitates cross-unit problem-solving sessions and shares best practices regionally.
• Oversees the education and training of the Representatives in quality and customer specific requirements
• Responsible for implementing a comprehensive customer specific quality program across the account network
• Champions the unit’s customer specific total quality improvement efforts and initiates problem solving efforts
• Leads customer specific quality improvement projects
• Audits effectiveness of unit or customer specific quality programs
• Manages representative team in actioning any non-compliance identified within the account network
• Manages and leads the representative team to drive compliance and prevent any defects in customer products or services
• Responsible for the compilation and daily maintenance of key customer specific performance metrics and summary for all units – safety, quality, flight attendant comments, delays, etc.
• Responsible for the validation, communication and tracking of financial incentives and remedies related to customer SLA program
• Acts as the direct liaison to the operational units, corporate commercial team and/or customer
• Manages the representative team ensure compliance on all unit or customer specific audits, food, health and sanitations, governmental or regulatory audits
• Leads development and supports implementation of customer specific training program
• Completes all company required training

Key Metrics:

• SLA adherence (On-Time/In-Full, quality defects rate, closure time for FA comments).
• Audit findings recurrence rate.
• BD tracker discipline (% initiatives with signed scope, committed timelines, and completed 30/60/90-day stabilization).
• Internal stakeholder satisfaction (Commercial & Operations leads).

Qualifications 

 

Education: 

• Minimum qualifications include bachelor’s degree in related discipline, knowledge of HACCP, quality management and six sigma

 

Work Experience:  

• At least 5 years of experience in airline, food processing or