Manager, QA and Business Process

The Greater Orlando Aviation Authority (GOAA) is committed to delivering world-class operational excellence, safety, and customer service across all facets of its airport operations. We are seeking an experienced Quality Assurance and Business Process Manager to lead continuous improvement efforts, ensure operational consistency, and drive a culture of high performance across the organization. This role will be responsible for developing, implementing, and overseeing business process improvement initiatives, quality management systems, and performance standards that support GOAA’s strategic objectives, operational efficiency, and customer experience goals.

• Bachelor’s degree in Business Administration, Industrial Engineering, Operations Management, Aviation Management, or related field; Master’s degree preferred.
  7+ years of relevant experience in quality assurance, business process management, or operational improvement (aviation industry experience strongly preferred).
• Strong knowledge of quality management systems, process reengineering, and continuous improvement frameworks (e.g. ISO, Six Sigma, Lean, Baldrige).
• Experience developing and implementing performance metrics, audit programs, and quality controls.
• Proven ability to lead cross-functional teams and manage complex organizational change.
• Strong analytical, problem-solving, and project management skills.
• Excellent facilitation, presentation, and communication skills.
• Familiarity with aviation regulatory frameworks, safety standards, and customer service benchmarks a plus.
• Process thinking and systems orientation
• Leadership through influence
• Attention to detail and discipline
• Cross-departmental collaboration
• Data-driven decision-making
• Change management expertise
• Customer-first mindset
• Valid Florida driver’s license