Customer Compliance Officer

Welcome to a workplace where everyone passionately believes in one purpose!
 
Our company's commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters.
 
With 70 years of experience, we are the leading strategic partner, providing specialized solutions for airlines, airports, and enterprises across 21 countries throughout The Caribbean and Latin America.
 
At GCG, we believe the secret recipe for a perfect team blends talent, focus, and discipline. We seek these qualities in candidates eager to thrive in a diverse and multicultural environment.
 
Our comprehensive solutions include Sky Dining, Airport Dining, Aviation Support, and Culinary. With a team of over 5,500 highly skilled experts dedicated to excellence, we uphold the highest standards of quality and service. We are committed to elevating travel & culinary experiences for all our customer's journeys, becoming the top choice in the region.

JOB PURPOSE

The Customer Compliance Officer is responsible for ensuring compliance with airline-specific standards, requirements, and contractual obligations across the organization.

This role provides independent oversight of customer-related compliance risks, ensuring that operational practices align with airline manuals, audit expectations, and service agreements. It acts as the control authority for customer-driven compliance, validating execution and escalating deviations that may impact customer trust, audit performance, or contractual commitments.

Duties & Responsibilities include, but are not limited to:

Customer Audit Readiness & Validation

·       Lead customer audit readiness strategy across assigned stations.

·       Conduct pre-audits and validation assessments focused on airline-specific requirements.

·       Ensure stations are prepared to meet customer audit expectations (e.g., UAL, BA standards).

·       Validate audit responses and ensure consistency in representation.

·       Monitor audit outcomes and escalate customer-related compliance risks.

Customer CAPA Governance

·       Govern corrective and preventive actions (CAPAs) derived from customer audits and requirements.

·       Ensure actions are clearly defined, assigned, and time-bound.

·       Validate that corrective actions effectively address root causes linked to customer standards.

·       Escalate recurring or ineffective CAPAs impacting customer compliance performance.

Field Compliance Validation

·       Perform on-site assessments to validate the application of airline requirements in operations.

·       Identify gaps in how customer standards are interpreted and executed.

·       Provide clear guidance to stations on correct application of customer requirements.

·       Ensure alignment between defined standards and operational practices.

Customer Compliance Monitoring & Risk Identification

·       Monitor compliance-related customer KPIs, audit results, and performance indicators.

·       Identify trends and recurring gaps impacting customer compliance risk.

·       Ensure alignment between customer feedback and compliance findings.

·       Highlight risks related to contractual obligations and service expectations.

Compliance Reporting & Risk Visibility

·       Provide structured updates to Excellence Assurance and operational leadership.

·       Highlight customer-specific compliance risks, recurring issues, and performance trends.

·       Ensure visibility of risks that may impact customer satisfaction or contractual performance.

Stakeholder Alignment

·       Ensure accurate interpretation of airline compliance requirements across internal teams.

·       Align with KAM, FSQA, Safety, and Operations to ensure consistent understanding of customer standards.

·       Provide technical input to support internal decision-making related to customer compliance expectations.

·       Support KAM by ensuring that compliance-related topics are technically validated before communication to the customer.

Qualifications & Skills

Education and qualifications

·       Bachelor’s degree in engineering, Industrial Engineering, Operations, or related field.

• Strong knowledge of airline catering operations, HACCP, ISO 22000, and aviation food safety regulations.
• Certification in HACCP, ISO 22000, or Food Safety Management Systems (FSMS) is preferred.

Skills/Competencies

• Strong communication skills with the ability to work with vendors, regulators, and internal teams.
• Detail-oriented with strong problem-solving and analytical skills.
• Strong understanding of aviation industry compliance frameworks and airport security requirements.
• Capability to prioritize and multi-task.
• High accuracy and strong attention to detail.
• Ability to build relationships at all levels of the organization and to work in a highly matrixed organization.
• Proficiency in Microsoft Office and general business software.

·       Clear and effective communication skills in English and Spanish.

Experience

• At least 5 years of progressive experience working with major international airlines or similar large-scale aviation operations is required.
• Experience conducting audits, investigations, and inspections in food safety and compliance.
• Experience dealing with catering service providers that supply major airlines, compliance with aviation regulations, and maintaining high standards in food safety and quality.

Work Environment

• Combination of corporate office-based work and regular engagement in operational environments.
• Frequent interaction with executive leadership, corporate functions, and station management.

Travel requirements

Up to 75% domestic and international travel, depending on deployment needs, project priorities, and organizational requirements.

Embark on a journey with us, where every day brings new opportunities for growth and success. If you thrive in a dynamic environment and want to be part of a team that celebrates achievements, come, be a part of our story. Your career adventure starts here!