Help shape a premium airport lounge experience travelers will remember. You will set the operating rhythm, raise service standards, and strengthen performance across a growing lounge network through hands-on leadership and smart analytics.

Job Summary
As aVice President Lounge OperationsinAirport Lounge Benefits, you lead day-to-day operating strategy for our lounge network and help scale a consistent, high-quality experience as we grow. You partner closely with lounge operators and internal teams to deliver strong service, reliable controls, and disciplined financial performance. You use data and customer insights to spot trends early, solve issues fast, and drive continuous improvement. Your work directly impacts how customers experience our brand while traveling.

Job responsibilities

 Define and evolve a scalable operating model, routines, and governance to support network growth
 Set clear service standards and operational controls that protect a consistent guest experience
 Manage lounge operator performance through structured reviews, scorecards, and action plans
 Monitor operational performance and resolve issues quickly, coordinating across stakeholders as needed
 Lead operational readiness for new lounge launches, including staffing, training, processes, and opening playbooks
 Build and maintain performance reporting, forecasting, and operating reviews for leadership updates
 Use customer feedback and operational data to identify risks and opportunities, then drive measurable improvements
 Partner with Finance and Real Estate teams to support cost discipline, productivity, and space utilization decisions
 Lead capacity planning and resource planning to meet demand while maintaining service quality
 Establish and drive continuous improvement efforts across processes, service delivery, and operator execution
 Build, coach, and develop a high-performing team with strong accountability and collaboration

Required qualifications, capabilities, and skills

 10+ years of experience in hospitality, operations, travel, aviation, premium consumer experiences, or luxury service environments
 Demonstrated success leading complex, multi-site, customer-facing operations
 Experience setting service standards and operating controls in high-traffic environments
 Strong vendor or operator management skills, including performance management and issue escalation
 Proven ability to scale processes, playbooks, and routines across multiple locations
 Strong analytical skills, including building performance metrics and turning insights into action
 Financial discipline and comfort managing budgets, cost drivers, and operational trade-offs
 Strong cross-functional leadership skills with the ability to align diverse partners to outcomes
 Clear executive communication skills, including presenting recommendations and updates to senior leaders
 People leadership experience with a track record of coaching and developing talent
 Willingness to travel regularly to support on-site performance and new location readiness

Preferred qualifications, capabilities, and skills

 Experience launching and operating physical customer-facing locations from planning through steady-state operations
 Experience supporting airport-based or travel-related operations with complex stakeholder environments
 Experience designing customer experience programs and service recovery approaches
 Experience in a highly regulated or control-focused operating environment
 Strong contract, service-level, and operator governance experience
 Change management experience driving adoption of new processes across distributed teams
 Familiarity with capacity, utilization, and queue management approaches in premium service settings

Optional additional Information

 This role includes regular on-site visits to lounge locations and partner operators
 Work schedule may vary to support operational needs, including occasional early mornings, evenings, or weekends
 Travel expectations may increase during new lounge openings and expansion periods
 Employment may be contingent on applicable background screening and policy requirements