We recruit the best talent and invest in their ongoing development, through training and mentoring. We provide opportunities to work across our national network. dnata catering U.S. is looking for a Senior Director of Customer Experience to join our Corporate team. This role is onsite full-time based in our JFK location. 

The Senior Director of Customer Experience plays a critical leadership role in shaping and delivering exceptional service across dnata Catering USA. Reporting directly to the Vice President of Commercial, this role is responsible for mentoring and guiding General Managers and Account Managers (national and unit-level) to ensure a consistent, best-in-class customer experience aligned with dnata’s global value of “Playing to Win.” With a deep understanding of airline catering and client expectations, this position leads the development and implementation of a Center of Excellence for Customer Experience to elevate service quality, strengthen relationships, and deliver measurable results across all customer touchpoints.

dnata is one of the world’s largest air services providers. Established in 1959, the company ensures the aviation industry operates smoothly and efficiently in 127 airports. Offering ground handling, cargo, travel, and flight catering services in 35 countries across six continents, dnata is a trusted partner for over 300 airline customers around the world. Each day, the company handles over 1,900 flights, moves over 8,500 tons of cargo, books over 16,000 hotel stays, and uplifts over 320,000 meals.

Accepting applications until: 7.20.2025

Customer Experience Strategy & Execution

• Lead the development of a national Customer Experience framework focused on consistency, responsiveness, and proactive service recovery.
• Establish and maintain a Center of Excellence that defines standards, metrics, and best practices to ensure alignment across units.
• Oversee Voice of the Customer (VOC) feedback systems and drive action plans to improve satisfaction and retention.
• Promote data-driven insights into customer behaviors, complaints, and trends to guide continuous improvement.

Leadership & Mentorship

• Serve as a strategic mentor to General Managers on customer engagement, communication, and retention strategies.
• Coach and develop Account Managers at both national and local levels to enhance commercial acumen, service responsiveness, and customer relationship management.
• Partner with HR and Training to build customer service capabilities through internal programs and onboarding for customer-facing teams.

Cross-Functional Collaboration

• Act as a liaison between operations, commercial, and culinary teams to ensure end-to-end service excellence for airline partners.
• Drive unit-level accountability for execution of customer requirements, audits, and operational excellence programs.
• Support unit teams during major service transitions, launches, or recovery efforts to ensure customer satisfaction and operational readiness.

Performance & Reporting

• Define KPIs and scorecards for customer satisfaction, complaint resolution, and service performance at both unit and national levels.
• Conduct regular reviews with stakeholders and senior leadership to report on trends, risks, and opportunities for service improvement.
• Ensure robust escalation processes are in place to address and resolve service failures promptly and professionally.

NONESSENTIAL FUNCTIONS:

• Other duties as assigned by unit Supervisors.

This salary range and is influenced by the level of experience. When calculating the base pay, we take into account various factors such as location, qualifications, training, and experience as part of the overall compensation package. $136,000.00 $210,000.00 

Bachelor’s degree in Business, Hospitality, Aviation Management, or related field required; MBA preferred. Minimum 10 years of progressive experience in customer service, account management, or operations—airline catering or aviation services experience strongly preferred.

• Proven experience in leading multi-site teams and mentoring leaders in service excellence.
• Deep knowledge of service delivery standards, client expectations, and commercial relationship management.
• Exceptional leadership, influencing, and relationship-building skills across multiple stakeholders.
• Strong analytical, communication, and presentation skills.
• Willingness to travel extensively across the U.S. (50%+).

Key Competencies

• Executive Leadership and Influence
• Customer-Centric Thinking
• Cross-Functional Collaboration
• Coaching and Team Development
• Operational Discipline and Follow-Through
• Data Analysis and Problem Solving

Alignment to dnata’s Global Values

• We are safe – Uphold a culture of accountability, safety, and compliance across all customer-facing operations.
• We play to win – Drive high standards and continuous improvement to exceed customer expectations and win loyalty.
• We respect everyone and work as a team – Collaborate with operations, culinary, and commercial functions to deliver integrated solutions.
• We are future-thinking – Lead innovation in service delivery and customer engagement through forward-thinking initiatives.

dnata’s Competencies Required to be Successful in the Job:

There are two aspects to working as effectively as we can: our people and our results. Our eight competencies are designed to help you focus on these aspects:

Demonstrated Values to be Successful in the Position:

Employees at dnata are expected to live our Values of Safety and Security, performance-driven, Service Excellence, Delighting Customers, Imagination, and respect. To demonstrate these Values, we expect to observe the following from everyone:

• We put safety and security first in all our actions.
• We will set challenging goals and meet them.
• We deliver to a consistently high quality.
• We take ownership and responsibility of a situation until it is resolved.
• We are not afraid of failure and learn through our mistakes.
• We respect each other regardless of background.

We believe that diversity and inclusion are fundamental to creating a strong workplace and community. At dnata, we’re proud that our workforce is as diverse as the customers we serve. And we’re committed to nurturing your talent with mentoring, volunteer and professional development opportunities. We welcome everyone. Our employee resource groups are one of the many ways we champion diversity and inclusion at dnata.