Manager, QA

JSX•Dallas, TX

21h•$60,700 - $74,400

About The Position

The Hospitality Quality Assurance Manager supports the development and ongoing maintenance of a consistent audit and quality assurance program for Hospitality operations. The role partners with station leaders, Hospitality leadership, Training, Safety, Security, and other cross-functional teams to conduct audits, identify trends, support follow-up actions, and improve operational consistency. The Manager helps develop practical audit tools, reporting routines, and coaching resources that support a joyful, simple, and consistent Customer experience. The position may involve travel to stations to conduct audits, support readiness reviews, observe operations, and work directly with local leaders. The role may also require occasional nights, weekends, early mornings, or irregular hours based on operational needs. Other responsibilities may be assigned, and duties may change as circumstances dictate.

Requirements

At least 5 years of experience in hospitality, airport operations, customer experience, quality assurance, compliance, training, or a related operational leadership role.
Experience conducting audits, operational reviews, station visits, quality checks, compliance assessments, or performance observations.
Experience creating or improving processes, checklists, reporting tools, training resources, or standard work for frontline teams.
Valid driver's license if required for station travel or local operational needs.
Strong understanding of hospitality operations, Customer experience standards, frontline execution, and service recovery.
Ability to help build and maintain a practical program, structure ambiguous work, and create useful tools for station leaders and frontline Crewmembers.
Strong analytical skills, including the ability to identify trends, summarize findings, and turn data into recommendations and action plans.
Excellent written and verbal communication skills, including the ability to provide clear, objective feedback and influence without direct authority.
High attention to detail, sound judgment, and ability to balance accountability with coaching, partnership, and continuous improvement.
Ability to travel to stations as needed, including occasional nights, weekends, early mornings, or irregular hours based on operational needs.
Ability to work independently, manage multiple priorities, meet deadlines, and maintain confidentiality when handling audit findings, leadership feedback, and operational performance information.

Nice To Haves

Previous airline, airport, travel, hospitality, hotel, guest experience, or multi-site operational quality experience.
Experience developing an audit program, quality framework, customer experience program, or operational readiness review process.
Quality assurance, hospitality, customer experience, project management, Lean/Six Sigma, or related certification.
Proficiency with Excel, PowerPoint, SharePoint, Forms, Smartsheet, or similar tools used to collect, track, analyze, and report results.
Ability to develop clear reporting summaries, station-level trackers, and practical visuals that help leaders understand trends and take action.

Responsibilities

Help build, launch, and maintain the Hospitality Quality Assurance audit program, including its standards, tools, templates, checklists, scoring approach, and follow-up expectations.
Conduct routine audits of Hospitality operations, including Customer touchpoints, station readiness, lounge and lobby standards, check-in, boarding, baggage, service recovery, cleanliness, appearance standards, and adherence to procedures.
Support a practical audit schedule and approach that can scale according to station needs, operational priorities, and available resources.
Document audit findings objectively, including strengths, opportunities, repeat issues, and required follow-up actions.
Prepare trend analyses, scorecards, and recurring summaries identifying station-level trends, training needs, policy gaps, and improvement opportunities.
Partner with station leaders to review audit results, align on follow-up actions, track progress, and support sustainable improvement through coaching and recommendations.
Help maintain Hospitality service standards and ensure audit criteria reflect current SOPs, training materials, Customer experience expectations, Safety and Security requirements, and company values.
Collaborate with Training to identify knowledge gaps, recommend refresher training, support onboarding improvements, and provide examples that strengthen frontline execution.
Create audit recaps, leadership briefings, and recommendations to help leaders prioritize high-impact improvements.
Support development of playbooks, standard work, readiness checklists, station self-audits, and continuous improvement tools.
Monitor corrective action plans and escalate repeat or high-risk findings when additional leadership support is needed.
Identify best practices across stations and help share them in a practical, consistent, and accessible way.
Maintain audit records, documentation, reporting history, and program materials for reference, trending, and ongoing improvement.
Travel to stations as needed to conduct audits, support readiness reviews, observe operations, and partner with local leaders.
May perform other responsibilities as assigned; responsibilities and duties may change as circumstances dictate.