Customer Service Senior Manager

Menzies Aviation Careers•Denver, CO

5d•Onsite

About The Position

The Customer Service Senior Manager oversees customer service operations and is accountable for safety, resource management, operational standards, policy implementation, client relations, and financial performance. The role places employees and customers at the center of the operation and supports the development and performance of business units. The position works in an airport environment, primarily indoors near terminals with consistently open doors, where harsh weather may affect indoor conditions. The manager may interact with disgruntled customers and is expected to maintain a positive attitude while representing the company. A company uniform, including a long coat, is provided for the Passenger Service Agent team. The role requires flexibility to work variable shifts, including weekends and holidays. Physical duties include standing for extended periods at ticket counters and gate check-in areas, frequent standing and walking, and lifting passenger bags weighing up to 70 pounds.

Requirements

3–5 years of aviation industry experience, with sound knowledge of passenger operations and procedures.
Ability to lead line-level managers.
Previous management experience and a demonstrable track record of success in passenger services.
Management experience in the airport ground-handling business, with a proven track record managing a business unit.
Must pass required employment testing, including background and drug testing, and provide a certified copy of a DMV record in good standing.
Able to stand for long periods at ticket counters and gate check-in areas.
Comfortable lifting up to 70 pounds.
Available and flexible to work variable shifts, including weekends and holidays.

Responsibilities

Take accountability for health and safety issues and operational and financial performance.
Plan resource allocation in each business unit.
Routinely liaise with customer representatives, internal and external customers, and agencies.
Support business-unit development through accurate and timely project work.
Ensure compliance with internal and external operational and administrative requirements.
Mentor other employees.
Attend mandatory training required by the Company and Airlines for the role.
Provide employee training in accordance with Company and Airline standards.
Lead line-level managers and manage a business unit.
Maintain a positive attitude when representing the company and communicating with airport customers.