From Behind the Scenes at Disney to the Front Lines of Corporate Aviation - Matt Bila is No Stranger to the Wild World of Aviation Management
Matt Bila knows a "Mickey Mouse operation" when he sees one because he's been part of one, and there is nothing goofy about how it functions effectively.
Blending a stint at the Walt Disney Co. with what he learned as a student ambassador for the WMU College of Aviation, Bila says, prepped him perfectly for his career in the industry he loves.
The December 2018 graduate, who majored in aviation management and operations and minored in business at Western, is now the general manager of customer and employee relations for the Avflight Corp. that is headquartered in Ann Arbor and operates 27 hubs across the United States as well as two in Europe.
Roots for Bila are in Goodrich, Mich., a village of 2,000-plus that is part of the metropolitan Flint area in Genesee County. A 2015 Goodrich High graduate, he mirrors many of his Bronco peers when it comes to the genesis of interest in aviation. "I got bit by the aviation bug as a toddler during my first flight," he says. "The family was traveling to Florida for spring break, and it was going to be my first time on an airplane. I was extremely nervous to say the least. My fears quickly turned to excitement as soon as the plane's wheels lifted off the ground.
"From that first experience," he says, "I sensed that aviation was where I needed to be. From then on, I spent most of my weekends studying airplanes, dreaming up a plan to own an airline, and playing Microsoft Flight Simulator." Connecting the dots to pursue his dream at the College of Aviation was easy. "There was no way I could go to any other collegiate aviation program other than the best one because it was in my home state and only two hours away from my house."
Bila says he chose his major over aviation flight science because "it was the best of both worlds for me, combining two interests -- aviation and business. I believed I wanted to hold some kind of an executive position in the industry and my choice of a major guided me. Western did prepare me well for what I am doing." Plus, he got chances to experience the college's aviation simulators and -- how about this -- start the engines of the college's Boeing 727 that is parked on campus.
After Bila got his academic bearings, he joined the cadre of aviation ambassadors as a sophomore, guiding prospective Western students and their families on tours of the campus and the program's base of operations -- the Battle Creek Executive Airport at Kellogg Field. He also represented the college at recruitment events.
"I learned so much," he says, "and I strongly recommend that others follow that pathway as a student ambassador, no matter what their major. I made great connections and made a difference. It was worth every second of my time. Seeing students to whom I gave tours graduate is extremely rewarding. Personally, it was a win-win for me because I was able to spend more time at the Battle Creek campus around airplanes."
Bila was pretty good at it as well. About a year later, he was tapped to be the "lead" ambassador for the team and the point person to deal with any issues. He was responsible for work schedules and the maintenance of smooth day-to-day operations, all of which built his resume and polished leadership skills. With his Bronco degree in hand, Bila hung around for a spell as a recruitment and marketing specialist for the College of Aviation with one of his duties overseeing the program's digital presence on social media.
About the same time, Bila took part in a leadership-development program at Disney. "Through this internship," he says, "I led a team of 30 at Disney's flagship resort. Its common goal was to deliver an exceptional guest experience for all visitors. I still use on my job today what I learned in leadership, customer-service and guest-experience skills."
Although that was highly valued by Bila, he soon realized that aviation was in his blood. "I often found myself on my days off spotting planes at Orlando International Airport," he says. "It seemed that I belonged in aviation, and I needed to get back to it."
Guess what! Fate, in the form of the Covid pandemic, jumped in. Disney's operations were greatly impacted and Bila found himself back in his home state, also negatively affected by the scourge. Although job-seeking was not easy, Avflight came knocking and he found himself as a customer-service representative at the company's fixed-base-operator enterprise based at Willow Run Airport near Ypsilanti. He was something of a "go-for," invoicing customers, answering the phones and taking part in clean-up tasks.
Humbling a bit, yes. But also valued. "Being in that role," Bila says, "gave me an understanding of what our front-line team members face. Humility is a good word that comes to mind. They work so hard. I don't think I would appreciate what they do as much if I didn't work on the front line myself." He also learned that Avflight does more than fixed-base operations. Serving the aviation industry globally, it also deals with cargo and freight as well as assistance to both airlines and the U. S. military.
Reflecting the quality of what he had learned during his Bronco aviation days, Bila received a major promotion only eight months into his Avflight tenure. He was charged with overseeing the customer-service experience at all of the company's fixed-base and airline-service stations around the country. That took him to such destinations as Traverse City, Mich., Mesa, Ariz., Durango, Colo., Harrisburg, Pa., and Milwaukee. He was involved in marketing initiatives, creating new amenities, and refining standard operating procedures. Bonus -- he could see changes unfold that he had helped develop.
Today, Bila is at a top rung in Avflight's hierarchy. As a general manager, he oversees both the customer and employee relations of the entire corporation. "Because Avflight is made up of almost 1,000 people," he says, "it is a great responsibility that I do not take lightly. What I love is that I get to wear multiple hats -- with marketing on designing new front-line uniforms or anniversary pins for employees. Working with fixed-base operators, airline ground handling, the cargo side of the industry. Who knows? While I spend a lot of time at our Ann Arbor headquarters, I get plenty of opportunities to travel to our locations." And to get up close and personal with planes of all kinds.
In aviation, he says, no two days are alike. "This is the beauty of the industry. My job never gets boring. I get to work in the office and in the field. Overseeing Avflight's customer and employee experience is an honor. It allows me to work on all kinds of creative initiatives. I have the chance to see things change for the better, changes that me and my colleagues implemented. That's very rewarding."
In addition to being part of the ambassador corps that nurtured his career, Bila polished his college experience as a member of Western's chapter of Alpha Eta Rho, the professional fraternity that links higher education with the aviation industry. It's something he also strongly recommends. "It allows students with a passion for aviation to bond," he says. "You can learn so much from tours and can meet aviation professionals. The aviation industry is all about connections. I heard that as a student. As a professional I am telling you that it is real. No one can have too many professional connections."
The industry can be challenging, he says. One way to counter that early in one's career is to take the opportunity for internships. "As I said, aviation is all about connections. You want to have many, but you also do not want to burn any. You do not know who knows who. I did not take any intern opportunities and it's a do-over that I would accept. Not doing that made getting into the industry a little more difficult. There is nothing like experiencing someone's work ethic firsthand."
That's part of the message he delivers when he's at career fairs or taking part in the college's outreach endeavors, such as Aviation Outlook Day when he represented Avflight. "I remember when I was in the student's shoes. It feels very humbling being on the other side, sharing how exciting it is to work in the industry. It's almost like a full-circle moment. Because so many people helped me get to where I am today, it is important as a graduate to pay it forward."
Bila cites four among the Bronco aviation family who gave him a step up:
- Instructor Jessica Birnbaum, who brings to her students extensive experience in the operation of major airports: "She showed a lot of passion for what she was teaching and was always very approachable. She made learning fun."
- Sharon Van Dyken, director of academic advising: "She lives and breathes WMU, and the College of Aviation. She always made such a positive impact on everyone's day, often taking the time to check on me and the other ambassadors."
- Kim Feenstra, senior administrative assistant: "Her office was near the ambassadors'. She always brought a smile to our faces with a 'let-me-help-you' mentality. She never seemed frustrated when we asked a question. The candy dish on her desk didn't hurt either."
- Tom Thinnes, director of recruitment, marketing and outreach, Bila's "boss" as a student ambassador and for a time after graduation. He recalls that part of Thinnes' job-interviewing process was -- in effect -- to seek answers to riddles that were basically unsolvable, such as how many pennies it would take to scale the Eiffel Tower. The answer is never important. What is -- is the thought process. "He was the type of boss," Bila said, "who everybody wants. Someone who puts employees first and does whatever he/she can to help them succeed."
Those interactions have stayed with Bila and rank at the top of his favorite Western memories. Along with being one of the fortunate Broncos who enjoyed Western's gallop into the hierarchy of collegiate football -- the undefeated season and trip to the Cotton Bowl. A sophomore that year, he never missed a home game. "The excitement permeated the campus and the student body," he says. "It was magical."
In the same vein are his recollections of representing the College of Aviation at the internationally famous air show in Oshkosh, Wis., and experiencing the inner workings of United Airlines at Chicago's O'Hare International Airport where one can witness firsthand the complexities of that kind of operation. As a professional, he has engaged in a variety of adventures, best of which is the fact that he was joined by two fellow Bronco alumni -- Preston Mayes and best-buddy Adam Rice.
Something else has been added to his credentials -- the National Business Aviation Association designated Bila in 2022 as a recipient of the "40 Under 40 Award" as an indicator of his status in that part of the industry. There is nothing Mickey Mouse about that.