Airline Passenger Service Manager, RDU

TREGO DUGAN AVIATION OF GRAND ISLAND INC•Morrisville, NC

About The Position

The Passenger Service Manager is an independent and objective body that reviews and evaluates customer and compliance issues/concerns within the station. The position ensures the station and employees are in compliance with the rules and regulations of the airlines, regulatory agencies that company policies and procedures are being followed, and that behavior in the organization meets the company’s Standards of Conduct.

Requirements

High School Diploma or Equivalent, College preferred
Three (3) years airline administrative experience.
Two (2) years supervisory experience in airline industry or equivalent.
Must be able to perform role of a Passenger Service Agent.
Proficient with computer and Microsoft Office Suite

Responsibilities

Investigate Passenger Service issues and work on solutions
Ensure all products handled have adequate staffing scheduled
Investigate and assist in resolving PS Lead and Supervisor concerns.
Work with Management on PS initiatives.
Assist with various administrative functions
Develop and implement customer service strategies to improve service
Identify and address staff training and coaching needs
Assist Leadership with planning, organizing implementation
Periodically reviews and self-audit the station to ensure continuing currency and relevance in providing guidance to management and employees.
Monitors, and as necessary, coordinates compliance activities of other departments to remain abreast of the status of all compliance activities and to identify trends.
Collaborates with other departments (e.g., PSA, GOA, Supervisor’s, etc.) to direct compliance issues to appropriate existing channels for investigation and resolution.
Identifies potential areas of compliance vulnerability and risk; develops/implements corrective action plans for resolution of problematic issues and provides general guidance on how to avoid or deal with similar situations in the future.
Determine the operations audit procedures and principles.
Perform monthly, quarterly, annual operations audit of all airlines currently served by TDA at the station to include but not limited to Station audit, GSE audit, training records, and performance tests.
Establish the parameters for evaluating the performance.
Prepare an operations audit timeline. Plan the commencement and conclusion dates.
Ensure station compliance of baggage and its accurate reporting to include but not limited to F9 BMAS, and G4 baggage.
Perform in-depth evaluations, audits and inspections as a part of an ongoing Internal Evaluation Program to assess the managerial controls and processes in Passenger service and Ramp operations.
Identify findings, concerns and risk assessments to determine the causes of deficiencies and detect needed enhancements to Passenger service and Ramp operations.
Coordinate with the station supervisors to analyze and evaluate audit findings, comprehensive fixes and trends, and create a plan of action to identify and correct non-compliance issues.
Go through the result of the previous audit report and check its application.
Identify the areas for improvements and those with better scope.
Prepare written reports to Station manager and senior management that detail the scope of each audit, audit findings, root causes, and corrective actions.
Track findings and corrective actions to ensure that follow-up actions have been taken and are effective.
Conduct event-specific investigations into all non-compliance related aspects of station operations, including, but not limited to accidents, incidents (HAZMAT, OSHA, EPA, etc.) and others as appropriate.
Conduct regular observations of the operation and report findings to the Station Manager.
Prepare quarterly and biannual report for senior management including, but not limited to, safety and risk findings, corrective actions and evaluations of the effectiveness of those actions.
Ensure compliance through scheduled audits
Other duties as assigned by management