Manager, Flight Attendant Performance and Support

Endeavor Air • Minneapolis, MN

8d • Onsite

About The Position

The Manager, Flight Attendant Performance and Support leads the consistent administration and governance of Flight Attendant performance processes, investigations, Section 3 meetings, case management, and centralized operational support provided by the Inflight Duty Operations Coordinator team. The role ensures performance matters are handled objectively, consistently, promptly, confidentially, and in accordance with company policies, collective bargaining agreement requirements, and established Inflight procedures. The Manager leads Flight Attendant Performance Specialists and Inflight Duty Operations Coordinators and partners with Inflight Operations, Human Resources, Labor Relations, and Base leadership.

This position provides systemwide oversight of performance matters, investigations, grievances, and Section 3 processes, while establishing consistent standards for documentation, tracking, escalation, and resolution across all bases. It also oversees the IDOC team's staffing, scheduling, training, operational readiness, service expectations, and coverage, in coordination with the Senior Manager, Inflight Operations.

The Manager monitors case activity and operational trends, identifies systemic issues, and develops data-informed recommendations for process improvement. The position is office-based in a time-sensitive, 24/7 airline operational environment and may require evenings, weekends, holidays, and occasional travel to operational sites.

Requirements

• Bachelor's degree in business administration, human resources, aviation management, organizational leadership, industrial relations, or a related field, or an equivalent combination of education and relevant experience.
• Five years of progressively responsible experience in airline operations, inflight operations, employee relations, performance management, investigations, labor relations, or a related operational environment.
• Two years of leadership or people-management experience, including coaching, employee development, and setting performance expectations.
• Demonstrated experience conducting, overseeing, or supporting employee investigations, fact-finding, performance-management processes, or other sensitive employee matters.
• Ability to assess complex employee, operational, and safety-related situations, exercise sound judgment, and make timely decisions in a fast-paced, safety-sensitive environment.
• Working knowledge of Flight Attendant operations, frontline leadership processes, employee-performance management, investigative practices, and case-management standards.
• Ability to interpret and consistently apply company policies, procedures, work rules, established processes, and applicable CBA requirements.
• Strong investigative, analytical, critical-thinking, problem-solving, and decision-making skills.
• Strong written and verbal communication skills, including the ability to prepare clear, factual, objective, and well-organized documentation.
• Ability to handle confidential and sensitive employee information with discretion and sound judgment.
• Strong organizational, case-management, workload-management, and project-management skills.
• Ability to analyze operational and employee-performance data, identify trends and root causes, and develop actionable recommendations.
• Demonstrated ability to lead process improvements, influence cross-functional stakeholders, and drive adoption of standardized practices across geographically dispersed operations.
• Ability to lead and develop employees and collaborate effectively across organizational boundaries.
• Ability to recognize matters requiring escalation and engage Human Resources, Labor Relations, Inflight leadership, or other appropriate stakeholders.
• Ability to meet all applicable company employment requirements.

Nice To Haves

• Experience working in a unionized environment, partnering with Labor Relations and Human Resources, or applying collective bargaining agreement provisions.
• Working knowledge of Flight Attendant collective bargaining agreement processes, including Section 3 meetings and related requirements.

Responsibilities

• Serve as the primary authority for systemwide governance and centralized administration of Flight Attendant performance processes, ensuring consistent interpretation, documentation, escalation, and application.
• Oversee timely, consistent, and accurate processing of Flight Attendant grievances in accordance with the applicable CBA, company policies, and labor-relations procedures.
• Lead, coach, and develop Flight Attendant Performance Specialists and Inflight Duty Operations Coordinators; establish performance expectations and accountability standards.
• Establish consistent standards for administration, documentation, tracking, escalation, and resolution of performance matters across all bases.
• Ensure investigations are objective, thorough, appropriately scoped, documented, and completed within established timeframes.
• Assign investigative and case-management work based on volume, complexity, urgency, and operational needs.
• Review investigation findings, summaries, and supporting materials for completeness, factual accuracy, objectivity, consistency, and appropriate escalation.
• Govern the Section 3 process, including preparation, scheduling, documentation, tracking, follow-up, and closure, in coordination with relevant stakeholders.
• Partner with Base Managers and Inflight Operations leaders to coordinate formal reviews, clarify responsibilities, and support timely follow-up.
• Provide people leadership and administrative oversight for the IDOC team, including staffing, scheduling, training, performance expectations, documentation standards, handoffs, and backup coverage.
• Partner with the Senior Manager, Inflight Operations to establish IDOC priorities, escalation protocols, service expectations, and decision-making authority.
• Coordinate with AFA representatives in accordance with the CBA, company processes, and Labor Relations guidance.
• Monitor open investigation volume, case aging, Section 3 activity, closure status, recurring themes, base-to-base trends, IDOC event volume, escalation trends, and workload distribution.
• Identify recurring or systemic performance trends and provide data-informed insights and process-improvement recommendations to Inflight leadership.
• Maintain confidentiality regarding performance matters, investigations, employee information, and related documentation.
• Provide direct supervision, employee development, training, and operational-readiness oversight for the team.
• Perform additional duties as assigned.

Benefits

• Free or reduced-rate travel privileges on Delta Air Lines and 80+ air carriers worldwide for employees and eligible family members.
• Comprehensive medical, dental, and vision plans.
• 401(k) with company match starting on Day 1.
• Operational Performance Rewards (OPR) Program.
• Life and AD&D insurance, short- and long-term disability, flexible spending accounts (FSA), and voluntary supplementary benefit options.
• Competitive total compensation package.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager