Assistant Manager - Airport Operations Customer Service
About The Position
The Assistant Manager – AO Customer Service is responsible for day-to-day operational management and oversight of Customer Service activities at a Hub station, including safety, performance, customer service, employee enablement, and development and sustainment of a Core4 culture. In some cases, the role also manages Customer Service activities and personnel as an overall product manager for specific areas of the operation. The Assistant Manager leads execution of operational plans supporting station and Company objectives through process management and improvement. The role develops and sustains administrative practices to track and support service, safety, financial, and employee-relations metrics, which may include assigned budget responsibility. Assistant Managers may also lead projects through the envision, design, build, and activate phases of project management. The position directly leads and manages a team of Supervisors and is responsible for their performance management, leadership development, and growth. The role supports station operational objectives, positive employee and labor relations, financial performance, and safety and security compliance. It is responsible for a 24-hour, seven-day-a-week operation and requires weekend and shift work and travel.
Requirements
- Associate's degree or equivalent work experience.
- Minimum 2–4 years of leadership experience in an airport operations environment.
- 1–2 years of line station or Hub operational experience, above and below the wing.
- Previous experience managing in a union environment.
- Ability to work weekends and shift work.
- Ability to travel.
- Legally authorized to work in the United States for any employer without sponsorship.
- Successful completion of an interview.
- Reliable, punctual attendance.
Nice To Haves
- College degree or related field experience in an airline operational environment.
- Project management experience.
Responsibilities
- Manage day-to-day Customer Service operations at a Hub station, including safety, performance, customer service, and employee enablement.
- Develop and sustain a Core4 culture.
- In some cases, manage Customer Service activities and personnel as a product manager for specific areas of the operation.
- Lead the execution of operational plans supporting station and Company objectives through process management and improvement.
- Develop and sustain administrative practices for tracking and supporting service, safety, financial, and employee-relations metrics; this may include assigned budget responsibility.
- Lead assigned projects through the envision, design, build, and activate phases of project management.
- Directly manage Supervisors and oversee their performance management, leadership development, and growth.
- Support achievement of station operational objectives, goals, and metrics.
- Promote positive employee and labor relations through ongoing engagement and effective communications.
- Support station cost and revenue goals through manpower management, baggage fee enforcement, and ground aircraft fuel-burn reduction.
- Manage station safety and security programs to support compliance with standards and regulations and achievement of station safety goals.
Benefits
- Medical, dental, and vision coverage.
- Life, accident, and disability coverage.
- Parental leave.
- Employee assistance program.
- Commuter benefits.
- Paid holidays.
- Paid time off.
- 401(k).
- Flight privileges.
- Bonus and/or long-term incentive compensation awards may be available.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
