Manager, Guest Operations (Contact Center)
About The Position
The Guest Operations Manager is responsible for the daily leadership, performance, and continuous improvement of Signature Aviation’s centralized Guest Operations team within the Network Operations Center (NOC). This role oversees Guest Operations Coordinators responsible for guest communications, reservation support, service recovery, and centralized operational support across multiple Signature locations. Beyond day-to-day team leadership, the Guest Operations Manager serves as the operational owner of the guest communication experience by driving service consistency, workforce performance, process optimization, digital adoption, and technology integration. This role partners closely with Guest Operations Strategy, NOC Operations, local base leadership, IT, Digital Product teams, and other key stakeholders to continuously enhance the guest experience while improving operational efficiency through automation and self-service capabilities.
Requirements
- Experience in leadership and performance management within a contact center or guest operations environment.
- Experience in driving service consistency, workforce performance, process optimization, digital adoption, and technology integration.
- Experience partnering with cross-functional teams including IT and Digital Product teams.
- Understanding of automation and self-service capabilities to improve operational efficiency.
Responsibilities
- Daily leadership, performance, and continuous improvement of the centralized Guest Operations team.
- Overseeing Guest Operations Coordinators responsible for guest communications, reservation support, service recovery, and centralized operational support.
- Serving as the operational owner of the guest communication experience.
- Driving service consistency, workforce performance, process optimization, digital adoption, and technology integration.
- Partnering with Guest Operations Strategy, NOC Operations, local base leadership, IT, Digital Product teams, and other key stakeholders to enhance guest experience and operational efficiency.
Benefits
- Medical/prescription drug, dental, and vision Insurance
- Health Savings Account
- Flexible Spending Accounts
- Life Insurance
- Disability Insurance
- 401(k)
- Critical Illness, Hospital Indemnity and Accident Insurance
- Identity Theft and Legal Services
- Paid time off
- Paid Maternity Leave
- Tuition reimbursement
- Training and Development
- Employee Assistance Program (EAP) & Perks
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
