Hangar X Studios

From Baggage Handler to Aviation CEO: How Stephanie Chung Soared to the Top of Aviation Leadership

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In this inspiring episode of Hangar X Studios, host John Ramstead welcomes aviation trailblazer Stephanie Chung, the first African American CEO of a major private jet aviation company. Stephanie shares her extraordinary journey from working on the ramp at Boston Logan Airport to becoming a pivotal leader in the aviation industry. Along the way, she unpacks her strategies for fostering leadership, driving organizational change, building diverse and inclusive teams, and creating exceptional customer experiences.

From pivotal career moments to actionable leadership insights, Stephanie delivers a masterclass in growth mindset, ally leadership, and the transformative power of trust and relationships in business. Whether you’re in aviation or another industry, Stephanie’s insights on breaking silos, leading with purpose, and navigating change will leave you inspired.

Key Points and Timestamps
  1. Introduction to Stephanie Chung
    • [00:00:47] Stephanie’s career highlights, from starting as a ramp agent at Piedmont Airlines to becoming CEO of JetSuite and Chief Growth Officer at Wheels Up.
    • “The truth of the matter is, no matter what company you work for, everybody touches the customer in some shape, form, or fashion.”
      • Starting at the Bottom: Lessons from the Ramp
      • [00:03:45] Stephanie shares how her upbringing as a military child shaped her resilience and determination to enter the aviation industry.
      • [00:05:51] A pivotal moment when a VP recognized her potential and encouraged her to pursue sales despite her inexperience.
        • Customer-Centric Leadership
        • [00:09:48] The “Customer Ribbon” exercise that transformed how Flexjet mapped the customer journey and eliminated silos within the organization.
        • [00:12:36] How reengineering roles and responsibilities created seamless customer experiences.
          • Building High-Performing Teams
          • [00:22:10] Implementing the “Walk a Mile” program to foster cross-departmental understanding and relationships.
          • “When you start to understand what others do, there becomes a new sensitivity and trust that improves morale and teamwork.”
            • Diversity and Inclusion as a Business Strategy
            • [00:30:55] Stephanie’s initiatives at Wheels Up to market to women and people of color, leading to a 230% increase in diverse business.
            • “Diversity isn’t just about race and gender—it’s about diversity of thought and experience.”
              • Insights from Ally Leadership
              • [00:42:47] Stephanie explains her leadership framework: A.L.L.Y. (Ask, Listen, Learn, and Take Action).
              • “Leadership is a contact sport. You have to earn the title every day by taking action.”
                • The Future of Aviation and Leadership
                • [00:34:27] Stephanie discusses the key attributes of companies that will lead the aviation industry in the next five years: innovation, workforce diversity, and customer-centricity.
                  • Practical Leadership Takeaways
                  • [00:48:41] A call to action: Leaders must prioritize serving their teams, fostering trust, and ensuring every employee feels valued.
                  • “The job of leadership is to develop and birth other leaders.”
                    • Guest Bio

                    Stephanie Chung is an accomplished trailblazer in the aviation industry with an inspiring career spanning over three decades. She is widely recognized as the first African American to lead a major private aviation company, serving as President of JetSuite. Stephanie has held transformative leadership roles at Flexjet, Bombardier, and Wheels Up, where she redefined sales, operations, and customer experience strategies.

                    As the Chief Growth Officer at Wheels Up, Stephanie spearheaded groundbreaking initiatives to diversify the customer base, achieving a 230% increase in business from underrepresented groups. Her innovative leadership style has earned her a reputation as a results-driven executive who combines strategic vision with operational excellence. Stephanie is also the author of Ally Leadership, a must-read guide for leaders navigating the complexities of modern workforces and the need for inclusivity and trust.

                    Stephanie is a sought-after speaker and consultant, helping companies across industries foster leadership, implement meaningful change, and build diverse, high-performing teams. Her personal journey from humble beginnings as a ramp agent at Boston Logan Airport to becoming a senior leader in aviation has inspired countless individuals to break barriers and aim high.

                    Notable Quotes from the Episode
                    • “Change is hard because people resist it, but as leaders, we must over-communicate the why and the benefit for everyone.” – Stephanie Chung [00:12:52]
                    • “Today’s customer wants transparency in pricing, data usage, and a personalized experience at every touchpoint.” – Stephanie Chung [00:17:14]
                    • “Diversity isn’t just good ethics—it’s good business.” – Stephanie Chung [00:33:16]
                    • “You don’t self-anoint yourself as an ally. You prove it through action.” – Stephanie Chung [00:42:47]
                      • Episode Highlights
                      • Breaking Silos: How mapping the customer journey improves collaboration across departments.
                      • Leadership as Service: Practical tips for fostering trust and psychological safety within teams.
                      • Diverse Marketing: Tapping into underrepresented markets can unlock tremendous growth.
                      • Future-Proofing Aviation: The next generation of leaders will thrive by embracing workforce diversity and innovation.
                        • Stephanie’s Past Businesses and Key Contributions
                        JetSuite

                        As President of JetSuite, Stephanie broke barriers as the first African American to lead a major private aviation company. Her tenure was marked by a focus on operational efficiency, exceptional customer service, and team development. Stephanie implemented initiatives to optimize fleet management, enhance pilot training programs, and improve customer loyalty. Under her leadership, JetSuite strengthened its reputation as a trusted player in the private aviation sector.

                        Flexjet and Bombardier

                        Stephanie spent 15 years at Bombardier, including her time at Flexjet, a division of the company offering fractional jet ownership. At Flexjet, she played a pivotal role in growing sales revenue to nearly $1 billion. Her customer-centric strategies included restructuring operations to improve the client experience and building high-performing sales teams. Stephanie’s expertise extended across other Bombardier divisions, where she honed her skills in sales, marketing, and business development, becoming a leader known for delivering results.

                        Wheels Up

                        As Chief Growth Officer, Stephanie took on the challenge of finding business in "unlikely places." She led initiatives to target underrepresented markets, including women and people of color, increasing revenue and expanding the company’s client base. Her innovative marketing campaigns and commitment to inclusivity helped Wheels Up establish itself as a leader in aviation innovation and customer experience.

                        Coaching and Consulting

                        After her tenure in private aviation, Stephanie transitioned to coaching and consulting, where she worked with companies to transform their leadership practices and organizational structures. Her expertise in sales and operations, combined with her deep understanding of workforce diversity, made her a trusted advisor to Fortune 500 companies, startups, and industry associations. Stephanie's work has had a measurable impact on the organizations she serves, with significant increases in team performance, customer satisfaction, and revenue.

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                        Hangar X StudiosBy John Ramstead