Manager, QA

Job Description:

Job Summary:

The Hospitality Quality Assurance Manager supports the development and ongoing maintenance of a consistent audit and quality assurance program for Hospitality operations. This role partners closely with station leaders, Hospitality leadership, Training, Safety, Security, and other cross-functional teams to conduct audits, identify trends, support follow-up actions, and help improve consistency across the operation. The Manager will help build practical audit tools, reporting routines, and coaching resources that support a joyful, simple, and consistent Customer experience.

Responsibilities/Day in the Life Tasks:

• Help build, launch, and maintain the Hospitality Quality Assurance audit program, including audit standards, tools, templates, checklists, scoring approach, and follow-up expectations
• Conduct routine audits of Hospitality operations, including observations of Customer touchpoints, station readiness, lounge and lobby standards, check-in, boarding, baggage, service recovery, cleanliness, appearance standards, and adherence to established procedures
• Support a practical audit schedule and approach that can scale over time based on station needs, operational priorities, and available resources
• Document audit findings clearly and objectively, including strengths, opportunities, repeat issues, and required follow-up actions
• Prepare trend analysis, scorecards, and recurring summaries that identify 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 practical 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 real examples that strengthen frontline execution
• Create audit recaps, leadership briefings, and practical recommendations that help leaders prioritize the highest-impact improvements
• Support development of playbooks, standard work, readiness checklists, station self audits, and continuous improvement tools for Hospitality teams
• Monitor completion of 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 way that is practical, consistent, and easy for leaders and frontline Crewmembers to adopt
• Maintain audit records, documentation, reporting history, and program materials so results can be referenced, trended, and improved over time
• May travel to stations to conduct audits, support readiness reviews, observe the operation, and partner directly with local leaders

Culture:

This Is How We Fly

Our Core Purpose is to deliver a joyful, simple travel experience for every Customer, in every interaction, every day. By living our values, we’ll be the world's most loved air carrier, providing superior results for all stakeholders.

I display a positive attitude. For others, and for myself.

I am an expert in my role. If I don’t know, I learn. If I need help, I ask.

I act with integrity every day. I never compromise on safety or security.

I am adaptable. I don’t just expect challenges, I embrace them.

I am engaged. Present. Tuned in. Listening, thinking, and contributing.

I do it for my Customer. Whoever they may be – a traveler, a colleague, or a business partner.

Required:

Experience-

• Minimum 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

Licenses & Certifications-

• Valid driver’s license, if required for station travel or local operational needs

Knowledge, Skills, & Abilities-

• Strong understanding of hospitality operations, Customer experience standards, frontline execution, and service recovery
• Ability to help build and maintain a practical program, bring structure to ambiguous work, and create tools that are useful for station leaders and frontline Crewmembers
• Strong analytical skills with the ability to identify trends, summarize findings, and turn data into clear recommendations and action plans
• Excellent written and verbal communication skills, with the ability to give clear, objective feedback and influence without direct authority
• High attention to detail, sound judgment, and the ability to balance accountability with coaching, partnership, and continuous improvement

Preferred:

Experience-

• 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

Licenses & Certifications-

• Quality assurance, hospitality, customer experience, project management, Lean/Six Sigma, or related certification

Knowledge, Skills, & Abilities-

• 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

Basic Requirements:

• Ability to travel to stations as needed, including occasional nights, weekends, early mornings, or irregular hours based on operational needs
• Must be able to work independently, manage multiple priorities, meet deadlines, and maintain confidentiality when handling audit findings, leadership feedback, and operational performance information

We do whatever it takes:

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate (emergencies, changes in workload, rush jobs, technical developments, etc.)

Compensation Range:

JSX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

About Us

This Is How We Fly.

We don’t do terminals. We don’t do crowds. And we certainly don’t do ordinary. At JSX, we deliver a smarter and more refined air travel experience that begins with our Crewmembers. Whether you’re on the tarmac, in the hangar, or at cruising altitude, every detail of the journey starts with people who take pride in doing things differently.