Operations Manager- Airlines

Overview

Reunitus is seeking an experienced and strategic General Manager to lead our Bag Solutions division. This business unit plays a critical role in supporting our airline clients with baggage services, including warehousing, claims processing, fraud detection, and virtual customer service. The ideal candidate is a dynamic and proven leader with a strong background in operations management, service delivery, and business growth. This role requires oversight of both onsite and remote teams, totaling approximately 30 professionals including supervisors and agents.

Key Responsibilities

Operational Leadership

Lead all operational aspects of the division with a focus on efficiency, accuracy, and service quality.

Ensure consistent execution across functions including baggage warehousing, claims management, fraud detection, and virtual Baggage Service Office (vBSO) support.

Ensure operational controls, KPIs, and SOPs aligned with both customer expectations and regulatory compliance.

Drive cross-functional collaboration to optimize workflows, resolve issues quickly, and implement continuous improvement practices.

Team Management

Lead, coach, and develop a team of ~30 employees including front-line agents, supervisors, and support staff.

Build a strong culture of accountability, communication, and continuous improvement.

Conduct performance reviews, develop training plans, and manage workforce planning to ensure optimal staffing and performance.

Business Development

Collaborate with executive leadership to identify and pursue new business opportunities within and adjacent to the baggage service domain.

Support client relationship management, contract expansion, and revenue growth initiatives.

Represent Reunitus Bag Solutions in sales discussions, RFPs, and industry engagements.

Product Development & Strategy

Work closely with product and technology teams to provide operational input into the development of new solutions and service enhancements.

Drive innovation and process improvement initiatives that improve client satisfaction and operational efficiency.

Qualifications

Bachelor’s degree required, business, operations, or related field preferred.

10+ years of progressive leadership experience in operations, preferably within service-oriented industries.

Proven success in managing multi-site teams and complex service delivery environments.

Strong knowledge of process controls, quality assurance, and safety procedures.

Experience in business development and product strategy a plus.

Airline or aviation industry experience preferred but not required.

Exceptional leadership, communication, and stakeholder management skills.

Desired Traits

Strategic thinker with hands-on operational capabilities.

Results-oriented and highly organized.

Adept at balancing long-term vision with tactical execution.

High integrity and a commitment to service excellence.