General Manager (Tribe Lead) Ground & Inflight Experience

Job Description

Kia ora!

Shape the future of how millions of customers experience travel, from airport to inflight, and lead a step change in service excellence at scale. This is a rare opportunity to define what world class looks like across the entire day of travel and bring it to life through people, product, and performance.

At Air New Zealand, we connect friends and whānau across Aotearoa and the world, delivering experiences that make every journey special. As General Manager (Tribe Lead) Ground and Inflight Experience, you will set the strategic direction across airport, lounge,  and inflight experiences, ensuring they are seamless, consistent, and truly customer led. From reimagining our Auckland lounge, to elevating inflight service and product, you will partner closely with senior leaders including the General Manager Cabin Crew and General Manager Airports to unlock impact at scale.

Air New Zealand continues to earn global recognition for its culture, service, and innovation, and this is your chance to lead a high impact portfolio at the heart of that reputation.

The role

• Set and deliver a clear, future focused strategy for end-to-end customer experience across airport and inflight touchpoints
• Lead cross functional teams to simplify journeys, reduce friction, and lift consistency across check in, baggage, extra care, and core airport platforms
• Drive the evolution of lounge and valet experiences, including leading the new Auckland lounge development
• Elevate and drive consistency across Air NZ’s uniquely Kiwi inflight service, product, and service flow to deliver a world class onboard experience
• Partner with operational leaders to embed tools, workflows, and digital platforms that empower frontline teams and ensure seamless and consistent performance our people love
• Champion customer insight and feedback, turning it into continuous improvement and measurable outcomes across satisfaction, cost, and operational metrics
• Build a high performing, aligned tribe culture, removing blockers and enabling teams to deliver at pace and scale

What we're looking for

• Proven experience leading large scale, complex customer or operational environments, ideally across aviation, hospitality, or service focused industries
• A strong customer mindset, with the ability to balance customer experience, safety, risk, and operational performance
• Strategic thinking paired with delivery focus, able to translate vision into measurable outcomes across multiple touchpoints
• Experience working with digital platforms and tools, with confidence navigating complex systems and driving adoption at scale
• A collaborative leadership style, with the ability to influence senior stakeholders and build alignment across diverse teams
• Demonstrated track record of delivering a product in a complex operating environment and the methodologies and considerations required to make this successful
• A passion for service excellence, with a track record of lifting engagement and performance in frontline environments
• Curiosity and fresh thinking

Ready for take-off? If you are motivated by leading at scale, shaping meaningful customer experiences, and building something that truly stands out on the global stage, this is your opportunity to make a lasting impact. Bring your perspective, your ambition, and your passion for service, and help define the future of travel at Air New Zealand.

Applications close 17th May.

Please note, while we will deliver an outcome to all applicants, due to the high volume of applications we will only organise follow-up conversations with shortlisted candidates.

Additional Information

At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles.

Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.

"Seek to bring distant horizons closer. Once near, seize them and make them your reality."