Take the Lead: Cabin Crew Operations Manager at British Airways!
Location: Waterside, British Airways Head Office, London
Shift Pattern: 24 hours a day, 7 days a week, 365 days a year – because aviation never sleeps.
The Role at a Glance
Imagine leading a team of 8,000 Cabin Crew members – all of them actively flying across our global network at any given moment. That's the scale and responsibility of this Operations Manager role at British Airways. Based at our Head Office in Waterside, you'll be the visible, trusted leader who keeps our operation running smoothly while ensuring the welfare and wellbeing of our crew remains at the forefront of every decision. This isn't a desk job – it's a dynamic, fast-paced leadership role where you'll manage real-time challenges, from disruption at a downroute destination to safety incidents and security threats.
If you thrive in fluid, ambiguous situations and can balance business needs with genuine care for people, this could be your next great career move.
What You'll Be Doing Day to Day?
As the operational backbone for our Cabin Crew based at Heathrow, Gatwick, and our international locations, your responsibilities will be wide-ranging and impactful:
- Leading Through Disruption: You'll manage the live operation as it happens – handling crew incidents, safety issues, security threats, and disruptions both at base and overseas.
- Making Critical Decisions: In fast-moving, often unclear circumstances, you'll make decisions that affect resource levels, schedule coverage, and crew wellbeing – always keeping the bigger picture in view.
- Being a Visible Leader: As a key member of the Cabin Crew Management team, you'll build genuine engagement with crew members across the network. You'll also represent Cabin Crew Management at daily operational briefings and when the Crisis Management Team is activated.
- Troubleshooting and Collaborating: You'll work across the Waterside campus to solve problems in real time and partner with Global Operations to ensure robust schedule coverage.
- Supporting Crew Through Difficult Moments: You'll act as the emergency point of contact for crew, providing initial post-incident support and debriefs when things go wrong.
- Working with Trade Unions: You'll help ensure the Heathrow Cabin Crew Agreement is followed and, when needed, negotiate tactical adjustments with our union partners.
- Investigating and Acting: You'll conduct initial investigations into conduct issues or suspected breaches of policy – including, when necessary, suspending colleagues from duty outside of core hours.
- Driving Improvement: You'll constantly look for opportunities to improve how we work and support delivery of key projects.
What You'll Need to Bring?
Essential Experience:
- Frontline operational experience – you understand how live operations work under pressure.
- People management experience – you've led teams before and know how to get the best from them.
- The ability to prioritise a heavy workload when multiple issues demand your attention at once.
- Sound decision-making skills in a fast-paced, regulated environment – especially under pressure.
- A strong safety focus, with experience working in a regulated industry.
- The ability to hold an airside pass (non-negotiable).
The Right Skills and Mindset:
- Excellent interpersonal skills – you can build meaningful relationships at every level and genuinely enjoy working as part of a team.
- Strong written and verbal communication – you say what you mean clearly and effectively.
- Resilience under pressure – you don't crumble when things get tough.
- A customer-focused, performance-driven mindset with broad business awareness.
- The judgment to make decisions and the wisdom to know when to escalate.
- A collaborative spirit – you work well across teams and departments.
- Adaptability – you can reprioritise on the fly while juggling multiple issues.
- Empathy and care – you balance business needs with genuine understanding for individuals.
- Comfort working in the "grey" – you make consistent, principled decisions even when circumstances are unique or ambiguous.
- A data-informed approach – you're analytically and IT literate.
- Experience making difficult decisions, using discretion and judgment to reach the best outcome for both the operation and our people.
- A balanced, adaptable approach to resolving conflict.
What British Airways Offers You?
We believe everyone who works with us should feel genuinely valued. That's why our rewards go far beyond a competitive salary.
From your very first day, you'll enjoy:
- Exceptional Staff Travel Benefits: Unlimited basic and premium standby tickets on British Airways flights.
- Discounted Fares for You and Loved Ones: Up to 30 discounted "Hotline" airfares per year for yourself, your family, and your friends.
- Real Career Progression: We encourage everyone to explore opportunities across our entire business. You'll have the chance to take on new challenges and move forward in a way that feels right for you.
We never stand still – and we don't expect our people to either.
Ready to Lead the Skies?
If you're ready to lead, support, and inspire thousands of Cabin Crew while keeping one of the world's most iconic airlines running safely and smoothly, we'd love to hear from you.
Details
Company: British Airways
Employment Type: Full-time
Location: Waterside, British Airways Head Office, London, United Kingdom
