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.