Account Manger - Ground Operation

AGI•Phoenix, AZ

About The Position

The Account Manager manages, directs, and coordinates activities relating to ground operations, personally or through subordinates. The role coordinates with company personnel, customers, third-party service providers, and government agencies to support contract and regulatory compliance and customer satisfaction. It conducts operational audits; maintains departmental manuals and produces and distributes training aids, directives, reports, forms, and memos; and ensures personnel are properly trained. The position evaluates employee training and performance records, maintains the hazardous materials training program, and develops and implements safe and efficient procedures for handling ground support equipment (GSE). The Account Manager leads by example in delivering customer service, monitors and reports key performance indicators, investigates irregularities, accidents, and complaints, and promotes consistent communication of operational policies and procedures. The role ensures required training is completed and documented, builds relationships with internal and external stakeholders, resolves issues in a timely manner, and supports efficient inbound and outbound flight operations. The position also carries out supervisory responsibilities, including interviewing, hiring, training, assigning and directing work, evaluating performance, recognizing employees, and addressing complaints and issues. The role requires adherence to company safety, security, attendance, and operational policies. Work schedules are flexible and may change in response to operational demands such as flight delays and cancellations. The employer is an equal opportunity employer committed to diversity and inclusion.

Requirements

Effective people-management, planning, and organizational skills.
Customer-focused and analytical, with good judgment; able to work under pressure and as part of a team.
Intermediate computer skills and working knowledge of Microsoft Office programs.
Excellent English verbal and written communication skills.
Ability to handle stress in a fast-paced environment and meet deadlines.
Ability to concentrate on detail and multitask.
Ability to lift 50–70 lbs.
Ability to adhere to safety practices and programs.
Associate degree, three to five years of related experience and/or training, or an equivalent combination of education and experience.
Valid U.S. driver's license.
Successful completion of the required airport badging process.
Ability to work flexible schedules that may be adjusted for operational demands, including flight delays and cancellations.
Ability to meet the station's attendance policy.

Nice To Haves

Ground handling management experience is preferred.

Responsibilities

Manage, direct, and coordinate ground operations personally or through subordinates.
Coordinate with company personnel, customers, third-party service providers, and government agencies to support contract and regulatory compliance and customer satisfaction.
Conduct periodic audits of company ground operations.
Produce, revise, and distribute departmental training aids, directives, reports, forms, and memos, and maintain departmental manuals.
Ensure personnel involved in ground operations or aircraft handling are properly trained.
Evaluate employee training and performance records and formulate training to improve efficiency and safety and ensure regulatory and company compliance.
Maintain the hazardous materials training program for applicable employees.
Develop and implement policies and procedures for safe and efficient ground support equipment handling.
Promote consistently high-quality customer service.
Ensure compliance with company safety and security procedures and applicable regulatory standards.
Maintain, monitor, and report agreed key performance indicators.
Investigate irregularities, accidents, and complaints according to reporting requirements.
Ensure clear communication of operational policies and procedures at all levels.
Ensure required training is completed and documented.
Build and maintain relationships with internal and external stakeholders.
Resolve issues and conflicts in a timely manner.
Ensure efficient operation of inbound and outbound flights.
Model integrity, fairness, a positive personal attitude, and respect for others.
Meet the station's attendance policy and adhere to company attendance requirements.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward employees; and address complaints and resolve issues.