Head of Dept, NA - Operations Performance

We’re looking for motivated, engaged people to help make everyone’s journeys better.

The Head of Operations Performance, North America, will lead the function responsible for monitoring, analyzing, and optimizing operational performance across all locations. This role will develop performance targets, ensure consistent measurement and reporting, and drive initiatives to improve efficiency, service quality, and resource utilization. The Head of Operations Performance will also oversee workforce planning, budgeting, materials management, fleet and facilities optimization, and change management programs, while ensuring strong governance through audits and the Project Management Office (PMO).
This role reports to the COO of gategroup NA and ensures that North America meets or exceeds operational performance objectives set by the organization. The Head of Operations Performance, North America, will drive an accountability culture, focusing on efficient and reliable operations across all operational units in the region.

Benefits

• Paid time off
• 401k, with company match
• Company sponsored life insurance
• Medical, dental, vision plans
• Voluntary short-term/long-term disability insurance
• Voluntary life, accident, and hospital plans
• Employee Assistance Program
• Commuter benefits
• Employee Discounts

Main Duties and Responsibilities:
• Lead the design and delivery of regular performance reporting to senior leadership and external stakeholders, aligned with budget performance targets and KPIs, as well as global reporting.
• Analyze operational performance trends and identify areas of risk, inefficiency, or opportunity.
• Support the development of annual budgets by providing data-driven insights into operational performance and resource needs.
• Lead workforce planning and optimization to ensure the proper staffing levels, productivity, and cost efficiency.
• Oversee materials planning and utilization to minimize waste and ensure supply reliability.
• Ensure optimal renewal, deployment, and maintenance of operational assets, fleet, and facilities to maximize availability and efficiency.
• Lead and support change management initiatives to drive cultural adoption of performance excellence.
• In partnership with the Head of Department – Standardization and Operational Excellence, implement and oversee operational improvement projects that enhance efficiency, service delivery, and cost-effectiveness.
• Partner with cross-functional teams to harmonize processes, tools, and best practices across locations.
• Lead operational audits to ensure compliance with internal standards, customer requirements, and regulatory frameworks.
• Establish corrective action plans and ensure follow-through to address audit findings.
• Build and support an operational audit process and schedule annually.
• Oversee governance processes to maintain accountability for operational performance at all levels.
• Direct the regional or enterprise PMO to ensure effective planning, execution, and delivery of strategic initiatives.
• Establish frameworks, tools, and reporting for program governance and benefits tracking.
• Monitor the performance of major projects and ensure alignment with overall business objectives.
• Participate in defining regional operational performance targets and support the development of annual budgets, strategic growth plans for all North American operational units.
• Build, mentor, and lead the Operations Performance team, fostering a culture that embodies gategroup’s core values.
• Promote a culture of continuous improvement, accountability, and proactive risk management.
• Ad hoc projects to drive Continuous Improvement.
Qualifications
Education and Certifications:
• Bachelor’s degree in Business Administration, Engineering, Operations Management, or related field; MBA or advanced degree preferred.
• Project Management Professional (PMP) preferred.
• ERP system expertise, with a strong focus on data management and analytics.
Work Experience:
• 12+ years of progressive leadership experience in operations or performance management, ideally within airline catering, aviation, logistics, or large-scale foodservice.
• Strong track record of setting and delivering against operational KPIs.
• Proven experience in budgeting, workforce planning, and resource optimization.
• Solid knowledge of change management, project management methodologies, and audit frameworks.
• Demonstrated ability to manage fleet, facilities, and material planning at scale.
• Excellent communication, leadership, and stakeholder management skills.
Competencies:
• Strategic thinker with operational execution capability.
• Analytical and data-driven decision-maker.
• Skilled in influencing and driving accountability across diverse teams.
• Customer- and results-oriented, with a focus on efficiency and reliability.
• Resilient, adaptable leader who thrives in a dynamic, fast-paced environment.
  Language / Communication Skills:
• Ability to communicate effectively with internal and external customers, both verbally and in writing.
• Ability to manage, lead, and collaborate with multiple managers and project team members.
Job Dimensions
Geographic Responsibility: North America (US and Canada)
Type of Employment: Full Time
Travel %: up to 50%

We anticipate that this job will close on:

10/31/2025For California Residents, please click here to view our California privacy notice.

If you want to be part of a team that helps make travel and culinary memories, join us!