Manager, Guest Experiences & Operations Insights/Analytics - Airport Dimensions

Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty.

Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network.

Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers.

Airport Dimensions want travelers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement - using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive.

Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom and Middle East. Under our brands The Club, Club Aspire, Chase Sapphire Lounge® by The Club, No 1 Lounges and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and has developed value-added experiences for over 50 airport and airline partners.

What does a Manager Airport Operations Insights & Analytics do?

The Manager, Guest Experience and Operations Insights role is a leadership role accountable for generating actionable insights that materially impact the business. The person in this position will play a pivotal role in leading the Airport Operations and Guest Experience data and analytics function for Airport Dimensions. This newly-developed role aims to provide the business with strategic guidance and oversight across multiple programs and projects, working closely with the Airport Dimensions leadership team. Along with a team of analysts, this position creates and updates operational dashboards for tracking of key performance indicators (KPI’s) and reporting of service level agreements (SLA’s) ensuring compliance by AD and its strategic vendor partnerships. This role will be responsible for quantitative, qualitative, and mixed methods of data interpretation to provide critical insight and relevant conclusions to inform decisions impacting the operations, guest experience and other critical parts of the business. The Manager, Guest Experience and Operations Insights will be responsible for providing data-based recommendations that serve as framework for the future strategic decisions of the overall business. This leadership role will provide guidance and career development support to the Operations Analysts to support their career growth and provide insight to assist Airport Dimensionssolve operational and guest experience challenges and implement goal-oriented strategies. Success in this role requires leadership and effective collaboration across multiple Airport Dimensions business functions and leaders as well as external Partners and Vendors. Successful candidates for this role will show competence in data interpretation as well as ability to think operationally to maximize strategic recommendations and data output.

You are highly motivated and have an innovative, problem-solving mindset. You are a natural collaborator and build strong relationships with a wide range of people inside and outside a global organization across many diverse cultures, backgrounds and stakeholders at all levels. You posses excellent verbal and written communication skills. In this collaborative role, you communicate effectively not only with staff, but with other departmental heads and top level executives. Regardless of the form of communication, you demonstrate highly developed skills that allow you to translate complex data and strategy into easy-to-understand, practical terms that every person can understand. You have an uncompromising attention to detail and are a critical thinker with the ability to evaluate options accurately, establish priorities and anticipate outcomes. You are approachable and have an innate ability to lead and develop an analytical team. To excel in this role, you must possess a mix of business intelligence, judgement, discretion, diplomacy and political acumen with proven premier hospitality management work experience. The ideal candidate also demonstrates excellent communication, interpersonal skills and partnership management.

• Critical thinking
• Problem solving
• Collaborative leadership
• Excellent organizational skills and attention to detail
• Data analysis

What You'll Do?

• Oversee the operational data strategy and end-to-end management process, from data collection, storage, analytical insight and reporting, ensuring data accuracy and reliability.
• Develops insights using data and analytics that assist in improving guest experience, operational efficiency, and decision-making.
• Directly manage a team of Operations Analysts, providing guidance, mentorship, support for accurate and timely reporting and career development.
• Use data analysis tools to conduct in-depth analyses on operational performance, financial metrics, customer feedback, and other KPIs.
• Collaborate with operations teams to monitor and report SLA performance, track progress, identify bottlenecks or improvement areas
• Lead the design and implementation of customer feedback mechanisms and data collection initiatives, including third party vendors.
• Analyze customer feedback and translate insights into actionable recommendations to improve the guest experience.
• Identify inefficiencies and improvement areas in existing processes, and initiate process improvement projects.
• Identify automation opportunities and implement solutions to streamline workflows.
• Ensure data protection regulations compliance and safeguard sensitive information.
• Respond to all inquiries or requests related to lounge operations analytics and identify any trends impacting guest experience.
• Develop and present executive level presentations on lounge and guest experience data and insight for senior management.

What You'll Need?

• A Bachelor's degree in fields such as Data Science, Business Analytics, or Operations Management; Graduate degree highly desirable
• Minimum five to six years of analytics/marketing analytics experience preferably within hospitality operations

• A minimum of 5 years' leadership experience in multi-operational roles, preferably in premier hospitality or airport lounge management.
• Proven and verifiable leadership skills in collaboration, team building, influencing and teaching/mentoring. From inspiring the trust of other departmental heads, to mentoring junior and senior analysts

• The ability to transform raw, hard data into visual contexts that are easy for all areas of the business to understand and interpret

• Proven and verifiable leadership skills in collaboration, team building, influencing, and teaching/mentoring. From inspiring the trust of other departmental heads, to mentoring junior and senior analysts. A solid understanding of airport lounge operations or similar hospitality sectors, including knowledge of product trends and financial management is highly desirable.

• An ability to lead, manage, and develop a team of data professionals, alongside managing multiple, time-sensitive projects concurrently.

• Excellent written and oral communication skills, including the ability to present complex data insights to diverse audiences (up to C-Level).

• A detail-oriented and process-driven attitude, with a focus on accuracy, continuous improvement, automation and efficiency.

• Problem-solving skills with the ability to identify challenges and propose data-driven solutions.

• Comfortable working in a matrixed environment, directing multiple parties to achieve a focused output.

• Familiarity with process improvement methodologies like Lean or Six Sigma, and automation tools is a plus.

• Ability to understand and interpret vendor contracts and legal language.

• Proven ability in managing multiple projects simultaneously under time sensitive operational conditions, consistently meeting deadlines and completing critical tasks. The successful candidate will be an individual who ‘thinks and plans the job’ and takes the initiative.

• Proven experience in data analytics or business intelligence, with strong analytical skills and proficiency in tools and languages such as Excel, Tableau, and Power BI…

• Proficiency in MS Word, Power Point, and Excel, particularly in interpreting financial data.
• Hybrid role with limited expectations on business travel (less than 10% of the time).

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes differences in all their forms including: color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc.).