About the Role:
We are seeking a highly experienced and detail-oriented Aviation Laundry Operations Manager to lead our critical on-site or dedicated facility laundry operation. This role is pivotal in ensuring the highest standards of cleanliness, hygiene, and compliance for all aviation specific textiles, including cabin linens (seat covers, blankets, pillows, headrests), galley textiles, and other aircraft fabrics. You will be responsible for the entire workflow, from soiled collection to sterile delivery, managing a team, and adhering to the stringent regulations of the aviation industry.
Key Responsibilities:
Customer Relationship & Service Management:
- Serve as the dedicated, primary point of contact for assigned airline client representatives, flight operations, and cabin services managers.
- Proactively manage customer expectations, communicate service status, and promptly resolve any concerns or discrepancies regarding linen quality, counts, or delivery timing.
- Conduct regular service review meetings with airline operators to present performance metrics, address feedback, and align on service improvements.
- Develop a deep understanding of each airline's specific standards, manuals, and unique requirements (e.g., special uniform handling, premium cabin linen protocols).
- Handle urgent requests and manage exceptions (e.g., last-minute flight changes, special charter requirements) with a solution-oriented mindset.
- Issue and manage Service Level Agreement (SLA) reports, ensuring transparency and accountability on key performance indicators like on-time delivery and quality compliance.
Operations & Production Management:
- Oversee the complete laundry processing cycle: receiving, sorting, washing, drying, ironing, folding, packing, and dispatch for all aviation linens.
- Develop and optimize production schedules to meet tight aircraft turnaround times (TAT) and flight schedules, ensuring 100% on-time delivery.
- Manage inventory control of clean and soiled linen, implementing efficient tracking systems to prevent loss and ensure adequate par stock levels.
- Ensure proper handling and segregation of contaminated or special-care items according to strict protocols.
- Coordinate logistics and transportation between aircraft, facility, and end-users.
Quality Control & Compliance:
- Enforce and exceed industry-specific standards for cleanliness, sanitation, and sterilization (e.g., IATA guidelines, airline-specific manuals, public health regulations).
- Implement rigorous quality control checkpoints at every stage of processing.
- Ensure all products meet appearance standards-free of stains, damage, and odours-and are pressed/folded to precise specifications.
- Maintain accurate documentation and certificates of compliance for audits.
- Stay updated on and implement all safety, environmental, and chemical handling regulations.
Team Leadership & Development:
- Recruit, train, schedule, and supervise laundry staff, including supervisors, operators, and drivers.
- Foster a culture of safety, quality, efficiency, and accountability.
- Conduct performance reviews and provide coaching for team development.
- Manage labour costs and productivity metrics.
Equipment & Resource Management:
- Oversee the operation, maintenance, and minor repairs of industrial laundry machinery (washer-extractors, dryers, ironers, tunnel washers).
- Schedule and coordinate preventative maintenance with vendors to minimize downtime.
- Manage laundry chemical inventory, ensuring correct usage and safe storage.
- Control utility consumption (water, gas, electricity) and seek efficiency improvements.
Administrative & Financial Duties:
- Prepare and manage the operational budget.
- Source and manage relationships with suppliers (chemicals, machinery parts etc).
- Analyze operational data and generate reports on production, quality, costs, and efficiency.
- Implement continuous improvement and cost-saving initiatives.
Qualifications & Skills:
Required:
- Minimum of 5+ years of management experience, with at least 2-3 years in an aviation, healthcare, or other high-compliance laundry environment.
.
Proven experience in a customer-facing role, managing B2B client relationships, with exceptional communication and conflict-resolution skills.
- Proven leadership and team management skills.
- In-depth knowledge of industrial laundry machinery, chemistry, and wash formulas for various fabrics.
- Strong understanding of quality control systems and compliance requirements.
- Excellent organizational, planning, and problem-solving skills.
- Ability to work under pressure and meet inflexible deadlines.
- Proficiency in inventory management and basic computer skills (MS Office, laundry management software).
- Strong communication and interpersonal skills with the ability to balance operational demands with client needs.
Preferred:
- Experience with service management software and CRM tools.
- Experience with Lean or Six Sigma methodologies.
- Knowledge of specific airline linen specifications.
- Bilingual skills may be advantageous.
Physical Requirements:
- Ability to stand for extended periods, work in a hot/humid environment
- Willingness to work flexible hours, including weekends and holidays, as required by flight operations.
