Manager, Customer Services Policy
About The Position
The Manager of Customer Services, Policy and Procedures oversees all policy and procedure activities of the Customer Service organization. This position directs and coordinates tasks of one or more departments of the company and aids the Managing Director of Customer Services Planning in formulating and administrating strategies to improve Customer Service. Areas of responsibility include Airport Customer Service and Regulatory Compliance. This position serves as the central point of contact for FAA, DOT, IOSA, DOD, FDA and EPA issues and must be able to research the regulations to support or determine policy and compliance. This position also serves as the central Airport Service contact for other operating departments within Envoy Air, Inc. as well as AAG business partners.
Requirements
- College degree required
- Minimum five (5) years of airline experience
- Strong proficiency level in Microsoft Word, Excel, and PowerPoint
- Strong interpersonal, oral and written communication skills
- Ability to concurrently manage multiple areas of responsibility
- Excellent analytical, organization, planning and strategic thinking skills
- Proven work experience building constructive and effective relationships with all workgroups along with management and union officials at all levels
- Must be able to read, understand, explain, and enforce company policies, procedures, and regulations
- Must work well under stress of meeting deadlines
- Must be able to review work product of assigned area(s) and recommend edits
- Travel up to 20%
- Possess the legal right to work in the United States
- Must be able to read, write, fluently speak and understand the English language
Nice To Haves
- Previous managerial experience and knowledge of policies and procedures
- Working relationship with FAA partners
- Minimum of three (3) years of operational and management experience
- Experience writing and editing policies and working with internal organizations to receive alignment
- Familiarity of EGOM, SOM, EGDM, Safety, BSOM and AOSSP manuals
- Working knowledge of all positions that report to the Manager
Responsibilities
- Participates in formulating and administering company policies and develops long range goals and objectives
- Oversees Customer Services initiatives and programs: Electronic Weight and Balance, Baggage Performance, Station Operations, Uniforms, and American Eagle Ground Deicing Operations
- Manages teams objectives and delegates daily tasks
- Coordinates and develops any procedural adjustment to manuals impacting the Customer Service organization
- Communicates and collaborates with Regional Training, AA Business Partners, and vendors that support Envoy initiatives
- Partners with the FAA to ensure regulatory alignment and compliance
- Initializes, reviews, and approves investigations and safety risk assessments to include potential noncompliance violations (PNCs) from the FAA
- Reviews Customer Service audits, maintains audit data, and coordinates audit review board meetings
- Reviews analysis of activities, costs, operations and forecast data to determine department or decision progress towards goals and objectives
- Publishes Customer Services alerts, advisories, the Station Operating Manual (SOM), Envoy’s Aircraft Appearance Manual, and the Airport Services Planning Manual
- Reviews, codes, and approves various invoices
- Coordinates and distributes radio renewals and FDA Registrations
- Organizes Envoy Customer Services monthly SMS meeting
- Serves as member of management committees on special assignments
Benefits
- Amazing employee flight privileges within the American Airlines global network
- Training and development programs to take your career to the next level
- Comprehensive health and life benefits (subject to location)
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What This Job Offers
Job Type
Full-time
Career Level
Manager
