Manager, Operations Planning and Experience Integration
About The Position
Vantage Group is a global leader in airport and transportation investment, development, management, and advisor services. Since 1994, Vantage's corporate and network-wide team has managed an award-winning portfolio, building strong partnerships that integrate global expertise and local know-how to solve complex transportation challenges at every network location. Over three decades, Vantage has built a track record of creating customized solutions to transform airports and transportation centers that benefit the passengers, stakeholders, and communities they serve. Vantage is a wholly owned strategic platform of Investcorp Corsair Infrastructure Partners for capital deployment in the airport and transportation sectors. As part of a team of experienced Vantage Group project and program leaders embedded at Los Angeles World Airports (LAWA), the Manager, Operations Planning & Experience Integration plays a key role in advancing a world-class terminal experience at LAX. Reporting to the Senior Director, Operations Planning and Experience Integration, this role is responsible for driving operational optimization and embedding guest experience into day-to-day terminal operations. You will help transform frontline Guest Experience (GX) teams into proactive, data-informed operational partners—serving as the “eyes and ears” of the airport environment. This is a unique opportunity to be part of one of the most ambitious airport transformations in the world. You will play a key role in shaping a next-generation passenger experience at LAX while working alongside industry leaders in aviation, operations, and customer experience.
Requirements
- Post Secondary Degree or Diploma in aviation management, operations, business, human-centered design, or a related field (preferred)
- 5+ years of experience in airport operations, guest experience, or a related field
- Demonstrated project management experience delivering medium to large-scale, high-impact initiatives
- Experience in readiness planning and operational integration
- Proven ability to develop performance metrics and KPIs
- Experience embedding customer experience into operational frameworks
- Strong operational judgment and technical acumen
- Excellent communication and stakeholder management skills
- Critical thinking and problem-solving abilities
- Collaborative, team-oriented mindset
- Ability to operate effectively in complex, multi-stakeholder environments
- Visible, hands-on presence in day-to-day operations
Nice To Haves
- Prior experience with LAX or LAWA is highly desirable
Responsibilities
- Develop and maintain comprehensive project documentation (plans, schedules, status reports, meeting notes)
- Track progress against milestones, risks, and deliverables; proactively escalate issues
- Maintain logs (action items, dependencies, risks) to ensure transparency and accountability
- Produce dashboards and reporting that provide clear, actionable insights to leadership
- Support LAWA leadership in operational planning, strategy development, and execution
- Lead or contribute to transformation initiatives across terminal operations and guest experience
- Support pilot programs, process improvements, and technology deployments
- Help design and execute training programs and structured improvement plans
- Identify opportunities to scale successful initiatives across terminals and facilities
- Stay informed on industry best practices in airport operations and customer experience
- Facilitate cross-functional working sessions and operational reviews
- Represent the Operations Integration and Guest Experience function in meetings and forums
- Collaborate with internal and external stakeholders to drive alignment and execution
- Participate in major airport-wide initiatives (e.g., Skylink, Olympic readiness, guest experience programs)
- Develop and implement KPIs and performance measurement frameworks
- Translate qualitative guest feedback into quantitative operational insights
- Support performance reviews focused on service delivery, responsiveness, and passenger impact
- Drive continuous improvement through data-informed decision-making
- Support training programs to enhance GX team operational awareness and effectiveness
- Help transition GX staff into hybrid customer service and operational support roles
- Partner with Terminal Operations to align GX activities with operational priorities
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What This Job Offers
Job Type
Full-time
Career Level
Manager
