Account Manger - Ground Operation

Alliance Ground International•Phoenix, AZ

About The Position

Alliance Ground International (AGI) is an independently owned ground handling company providing services to more than 100 airlines at 61 airports across the U.S. and Canada. The Account Manager manages, directs, and coordinates ground operations, personally or through subordinates, to ensure contract and regulatory compliance, customer satisfaction, safety, and efficient service. The position oversees operational audits, departmental documentation and training, employee performance and training records, hazardous materials training, and policies for safe and efficient ground support equipment (GSE) handling. It monitors key performance indicators, investigates operational irregularities, accidents, and complaints, supports efficient inbound and outbound flight operations, and maintains effective relationships and communications with internal and external stakeholders. The Account Manager has supervisory responsibilities, including interviewing, hiring, training, assigning and directing work, appraising performance, rewarding employees, and addressing complaints and issues. The role requires flexibility to work schedules adjusted to operational demands, such as flight delays and cancellations, and adherence to the station's attendance policy.

Requirements

Effective people management and planning and organizational skills.
Customer-focused and analytical, with good judgment.
Ability to work under pressure and be a team player.
Ability to deal with conflict and resolve issues.
Intermediate computer skills, including working knowledge of Microsoft Office programs.
Excellent verbal and written English communication skills.
Ability to handle stress in a fast-paced environment and meet deadlines.
Attention to detail.
Ability to lift 50–70 lbs.
Ability to adhere to safety practices and programs.
Ability to multitask.
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 adjusted to meet operational demands, including flight delays and cancellations.
Adherence to company attendance policies.

Nice To Haves

Ground handling management experience preferred.

Responsibilities

Manage, direct, and coordinate activities relating to ground operations, personally or through subordinates.
Coordinate with company personnel, customers, third-party service providers, and government agencies to ensure contract and regulatory compliance and customer satisfaction.
Conduct periodic audits of company ground operations.
Produce, revise, and distribute departmental training aids, directives, reports, forms, memos, and manuals.
Ensure ground operations and aircraft ground-handling personnel are properly trained.
Evaluate employee training and performance records and develop 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 GSE handling.
Lead by example to deliver consistently great customer service.
Ensure compliance with company safety and security procedures and regulatory standards.
Maintain, monitor, and report on agreed key performance indicators.
Investigate irregularities, accidents, and complaints in accordance with standard reporting requirements.
Ensure clear communication of operational policies and procedures at all levels.
Ensure agreed training is completed and documented.
Build and maintain relationships with internal and external stakeholders.
Resolve issues and conflicts in a timely manner.
Ensure efficient inbound and outbound flight operations.
Promote integrity, fairness, a positive personal attitude, and respect for others.
Meet the station's attendance policy.
Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward employees; and address complaints and resolve issues.