Senior Customer Operations Manager

Philadelphia International Airport•Philadelphia, PA

56d•$65,000

About The Position

The Senior Customer Operations Manager focuses on the front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. The Senior Customer Operations Manager oversees a brand or department of the location to ensure maximum performance through superior operational leadership, strong communication and maximum efficiency. The Senior Manager helps to provide overall leadership to customer operations employees with responsibility for overall operating performance, customer satisfaction, positive employee culture, service, budgets, safety, and vendor relations.

Requirements

1-3 years' experience in Customer Service or Operations; Car Rental, Hospitality or Tourism experience preferred
High School Diploma required, Bachelor's Degree preferred
Moderate proficiency in Microsoft Office Suite
Ability to collaborate with internal and external stakeholders across multiple functions and locations
Ability to influence
Flexible and adaptable; ability to work effectively in ambiguous situations
Excellent verbal and written communication skills
Results driven, ability to make decisions and help solve problems
Ability to build and lead a diverse, high-performing, results-oriented, and highly-engaged team.
Ability to drive process and organizational change.
Ability to motivate teams and keep a positive attitude in a fast-paced environment.
Ability to work under minimal supervision with a goal-oriented mindset.
Ability to see the big picture and leverage critical thinking and decision-making skills.
Excellent organization, time management, delegation, and prioritization skills.
Courageous leadership and accountability.

Responsibilities

Oversee Customer Operations Managers and other customer operations employees
Manage daily customer operations, fleet availability, and revenue generation for the assigned function
Lead and support processes to meet and exceed customer expectations, and ensure alignment of the sales force with those sales methods and processes
Resolve customer issues, ensuring a positive customer experience
Pro-actively drive the sales process that leads to the creation of a dynamic, customer-focused zone commercial organization focused on selling value-added solutions (VAS)
Constantly champion productivity improvements via employee involvement and accountability; ensures employees are following the Standards of Work (SOW)
Actively engage in effective communication plans focused on building employee engagement in order to achieve business results
Conduct performance evaluations that are timely and constructive, where applicable
Participate in the recruiting process, as required
Provide management with various updates and indicators as requested
Remain current on all administrative duties according to company policy