About us

LSG Sky Chefs is one of the world’s largest airline catering and hospitality providers, known for its outstanding reputation and dynamic approach in the industry. Voted “Airline Caterer of the Year in North America” for 2023 and 2024, we are committed to excellence and innovation, driven by the dedication and expertise of our talented employees. Our team members are the heart and soul of our success, consistently delivering exceptional culinary experiences and outstanding service to our clients and their passengers across North and Latin America.

Role Purpose Statement

The General Manager, Tier I, leads an X-Large and highly complex Customer Service Center (CSC), ensuring operational excellence, financial performance, and robust customer partnerships. This role is accountable for driving strategic execution across all functional areas, including Procurement, Production, Logistics, HR, Finance, Quality, and Customer Service, with an impact and scale exceeding that of a standard large CSC. 

Main Accountabilities

Business Strategy and Policies

• Define and lead the CSC’s strategic direction through regular business reviews, alignment with corporate priorities, and competitive benchmarking, ensuring sustained market leadership and profitability at an X-Large scale.
• Foster and maintain executive-level customer relationships through strategic engagement, customized service solutions, and proactive resolution of business challenges to secure long-term partnerships.
• Manage retail operations (if applicable) by driving commercial strategies, optimizing product assortment and pricing, and ensuring alignment with brand and customer expectations to achieve targeted profitability.
• Oversee facility management, major investments, expansions, and operational allocations by leading infrastructure assessments, evaluating capital project ROI, and coordinating with engineering and logistics teams to ensure future-ready capacity and operational efficiency.
• Champion innovation and transformation by identifying operational inefficiencies, spearheading site-wide improvement initiatives, and adopting advanced technologies to enhance productivity, quality, and competitiveness.

Managing Business

• Lead the financial and operational performance of the X-Large CSC by setting and monitoring KPIs, conducting root cause analyses, and implementing corrective measures to meet or exceed performance targets.
• Drive resource optimization, cost efficiency, and investment prioritization through strategic workforce planning, CAPEX management, and vendor negotiations to maximize return on investment and ensure sustainable operations.
• Ensure comprehensive regulatory compliance and operational safety by implementing and auditing global standards (GQS, HACCP), leading preventive measures, and overseeing corrective actions to protect brand integrity and mitigate risk.
• Navigate complex labor environments by implementing national and local union agreements, leading constructive labor relations, and supporting HR in managing negotiations and dispute resolutions.

Leadership

• Build and sustain a high-performing leadership team by developing direct reports, ensuring robust succession planning, and promoting cross-functional collaboration across all departments.
• Foster employee engagement through structured communication channels, regular feedback loops, and the implementation of engagement-driven action plans to cultivate a motivated, resilient workforce.
• Actively support regional leadership development by identifying and preparing high-potential talent for broader roles, ensuring organizational agility and leadership continuity.
• Promote a culture of compliance and operational excellence by leading internal audits, facilitating external inspections, and overseeing crisis preparedness initiatives to ensure regulatory adherence and mitigate operational risks.
   

Knowledge, Skills and Experience

• Bachelor’s degree or equivalent required; Master’s degree preferred.
• Minimum 10 years of senior management and operations leadership experience, ideally within large-scale, complex production or service environments.
• Proven track record of successfully leading operations at scale, preferably in multi-site or highly complex single-site environments.
• Expertise in lean manufacturing, continuous improvement methodologies, and organizational development.
• Strong strategic thinking, communication, negotiation, and cross-cultural leadership skills.
• Extensive experience managing union relations in complex labor environments.