General Manager – Aviation Services

Foxtrot Aviation Services•Cleveland, OH

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.
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.
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.
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.