Manager, Operations Planning and Experience Integration

About Vantage Group

Vantage Group is a global leader in airport and transportation investment, development, management, and advisor services.  Since 1994, Vantage's corporate and network-wide team has managed an award-winning portfolio, building strong partnerships that integrate global expertise and local know-how to solve complex transportation challenges at every network location.  Over three decades, Vantage has built a track record of creating customized solutions to transform airports and transportation centers that benefit the passengers, stakeholders, and communities they serve.  Vantage is a wholly owned strategic platform of Investcorp Corsair Infrastructure Partners for capital deployment in the airport and transportation sectors.  Visit vantagegroup.com to learn more.  

The Role

As part of a team of experienced Vantage Group project and program leaders embedded at Los Angeles World Airports (LAWA), the Manager, Operations Planning & Experience Integration plays a key role in advancing a world-class terminal experience at LAX.

Reporting to the Senior Director, Operations Planning and Experience Integration, this role is responsible for driving operational optimization and embedding guest experience into day-to-day terminal operations. You will help transform frontline Guest Experience (GX) teams into proactive, data-informed operational partners—serving as the “eyes and ears” of the airport environment.

What you’ll be responsible for:

Project Management

• Develop and maintain comprehensive project documentation (plans, schedules, status reports, meeting notes)
• Track progress against milestones, risks, and deliverables; proactively escalate issues
• Maintain logs (action items, dependencies, risks) to ensure transparency and accountability
• Produce dashboards and reporting that provide clear, actionable insights to leadership

Strategic Initiatives & Transformation

• Support LAWA leadership in operational planning, strategy development, and execution
• Lead or contribute to transformation initiatives across terminal operations and guest experience
• Support pilot programs, process improvements, and technology deployments
• Help design and execute training programs and structured improvement plans
• Identify opportunities to scale successful initiatives across terminals and facilities
• Stay informed on industry best practices in airport operations and customer experience

Stakeholder Engagement & Collaboration

• Facilitate cross-functional working sessions and operational reviews
• Represent the Operations Integration and Guest Experience function in meetings and forums
• Collaborate with internal and external stakeholders to drive alignment and execution
• Participate in major airport-wide initiatives (e.g., Skylink, Olympic readiness, guest experience programs)

Performance Metrics & Continuous Improvement

• Develop and implement KPIs and performance measurement frameworks
• Translate qualitative guest feedback into quantitative operational insights
• Support performance reviews focused on service delivery, responsiveness, and passenger impact
• Drive continuous improvement through data-informed decision-making

Guest Experience Integration

• Support training programs to enhance GX team operational awareness and effectiveness
• Help transition GX staff into hybrid customer service and operational support roles
• Partner with Terminal Operations to align GX activities with operational priorities

What You Bring:

• Post Secondary Degree or Diploma in aviation management, operations, business, human-centered design, or a related field (preferred)
• 5+ years of experience in airport operations, guest experience, or a related field
• Demonstrated project management experience delivering medium to large-scale, high-impact initiatives
• Experience in readiness planning and operational integration
• Proven ability to develop performance metrics and KPIs
• Experience embedding customer experience into operational frameworks
• Prior experience with LAX or LAWA is highly desirable
• Strong operational judgment and technical acumen

• Excellent communication and stakeholder management skills
• Critical thinking and problem-solving abilities
• Collaborative, team-oriented mindset
• Ability to operate effectively in complex, multi-stakeholder environments
• Visible, hands-on presence in day-to-day operations

This is a unique opportunity to be part of one of the most ambitious airport transformations in the world. You will play a key role in shaping a next-generation passenger experience at LAX while working alongside industry leaders in aviation, operations, and customer experience.

The salary range for this position is $105,000 - $115,000 annually.

This is an on-site role located in US, with a preference given to the candidates in the Los Angeles International Airport (LAX) area.

To apply

Please visit our careers page at https://www.vantagegroup.com/careers/ and follow prompts for “United States Career Opening” to apply with your cover letter and résumé.

All qualified candidates who are legally entitled to work in US will be considered.

At Vantage Group, we seek and welcome unique backgrounds, perspectives, experiences and skills. As a global organization, we are always looking for differentiated points of view. We know that a diverse, inclusive and empowered workforce is essential to our shared success, and we invite you to join us for the journey.